Understanding User Uncertainty during the Implementation of Self-Service Business Intelligence: A Thematic Analysis

Weiler, S; Matt, C; Hess, T (2019). Understanding User Uncertainty during the Implementation of Self-Service Business Intelligence: A Thematic Analysis. In: 52nd Hawaii International Conference on System Sciences.

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Owing to Self-Service Business Intelligence (SSBI) systems’ transformative power for organizations, substantial user uncertainties often blight their potential. Although these uncertainties pose a significant threat to effective SSBI implementation, their sources and determinants remain unclear. We conducted semi-structured interviews with 15 current users of a recently implemented SSBI system to empirically explore the relevant factors of user uncertainty. We undertook a rigorous thematic analysis of the collected data, thereafter developing a thematic map to visualize user uncertainties. This map uncovered three unexplored important factors (work routine change, social dynamics and fear of AI) for future research. Our findings show that users are not only perturbed by “hard” factors (e.g. a lack of technical understanding), but also by “soft” factors (social dynamics, fear of AI and nontransparency). Practitioners can use the thematic map to identify and observe potential uncertainties and to develop adequate procedures.

Item Type:

Conference or Workshop Item (Paper)

Division/Institute:

03 Faculty of Business, Economics and Social Sciences > Department of Business Management > Institute of Information Systems > Information Management
03 Faculty of Business, Economics and Social Sciences > Department of Business Management > Institute of Information Systems

UniBE Contributor:

Matt, Christian

Subjects:

000 Computer science, knowledge & systems
300 Social sciences, sociology & anthropology > 330 Economics

Language:

English

Submitter:

Michelle Deborah Rohrer

Date Deposited:

02 Oct 2018 14:00

Last Modified:

03 Dec 2020 12:25

BORIS DOI:

10.7892/boris.120262

URI:

https://boris.unibe.ch/id/eprint/120262

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