The human side of ERMS: an Icelandic study

Abstract

Purpose The purpose of this paper is to present the findings of a research conducted in Iceland during the period 2001‐2005 and in 2008 on how employees view their use of Electronic Records Management Systems (ERMS). Design/methodology/approach Qualitative methodology was used. Four organizations were studied in detail and another four provided a comparison. Open‐ended interviews and participant observations were the basic elements of the research. The research discovered the basic issues in the user‐friendliness of ERMS, the substitutes that employees turned to if they did not welcome ERMS, how confident employees were in their computer use and how they felt that their work could be shared and observed by others. Findings Employees seemed to regard ERMS as a groupware for constructive group work and not as an obtrusive part of a surveillance society. The research identified training as the most important factor in making employees confident in their use of ERMS. Participation in adapting the classification scheme to the ERMS changed the views that employees had regarding the user‐friendliness of the ERMS and their effectiveness as users. Originality/value This topic has not been studied as regards ERMS before. The research identifies the most important implementation factors and the issues that must be dealt with to make employees more content, confident and proficient users of ERMS.

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