Different groups of users reacted differently to the problems of phase II. Although the underwriters used the system less than Services and were less dependent on it in the everyday life, they tended to be much more vociferous about the errors (00139, 00518). This reaction may have been because of the different nature of their use in that when they used the system it was to do something specific and if that did not work there was nothing else they could do until it had been fixed (00931, 00709, 00647). However, presumably the Holland underwriters had a similar use and they were more relaxed about the problems (00572, 00616, 01014).The situation in the City was exacerbated by Jenny who saw herself as the customer (00083, 00460) despite being committed to the system (00919). There was also some feeling that system problems were blown up and used as an excuse by senior management in Essex (00140). There was a lack of confidence in the data caused by a combination of poor quality data in Q&A, problems with the conversions at phase I and II and bugs in the system which made all users nervous about relying on the system for further automation (00058, 00662).
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© Clare Tagg 2000