Designing a peer-based support system to support shakedown

Item Type	Conference or Workshop Item (Paper)
Abstract	Many problems of software implementations appear after roll-out during the shakedown phase. Research have shown that peer advice ties are more effective and preferred by users than traditional IT support structures. However, large organizations are often shrouded in anonymity and individuals often don’t know which peer to ask for advice, resorting to help desks as a last resort. The paper addresses the challenges of peer advice ties as support structure by presenting a peer-based support system (PBSS) design to address emerging problems of individuals during shakedown. By applying design science research and theory of interaction as explanatory theory for peer advice to derive design requirements. Based on the informational, timeliness and contextual advantages of peer advice ties, we develop tentative design principles, which aids in identifying and creating interaction among peers. The contribution lies in prescriptive knowledge on how systems should be designed to support peer advice as support structures.
Authors	Li, Mahei Manhai; Peters, Christoph & Leimeister, Jan Marco
Research Team	IWI6
Journal or Publication Title	International Conference on Information Systems (ICIS)
Language	English
Keywords	design, peer, peer based, peer support, support system
Subjects	business studies information management other research area
HSG Classification	contribution to practical use / society
Date	2017
Place of Publication	Seoul, South Korea
Event Title	International Conference on Information Systems (ICIS)
Event Location	Seoul, South Korea
Event Dates	10-13 Dec 2017
Depositing User	Anonymous Anonymous
Date Deposited	25 Sep 2017 14:00
Last Modified	28 Oct 2022 14:35
URI:	https://www.alexandria.unisg.ch/publications/252033

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Li, Mahei Manhai; Peters, Christoph & Leimeister, Jan Marco: Designing a peer-based support system to support shakedown. 2017. - International Conference on Information Systems (ICIS). - Seoul, South Korea.

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https://www.alexandria.unisg.ch/id/eprint/252033

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