Combining variance and process research approaches to understand system use

Abstract

System use is a key concept in information systems (IS) research. Understanding and predicting the use of IS has significant implications for realising the benefits of IS investments. This is because a system that is underutilised, misused or avoided altogether will not achieve the aspirations of its designers or those who have procured the system. Given the centrality of the use concept it is important that the ways in which researchers choose to represent and examine use are understood. There are two approaches often used to examine use: variance and process. The central knowledge claim of this paper is that combining variance and process research approaches will contribute to richer representations and understanding of use. An illustrative case study that employed both approaches demonstrates how variance and process approaches shed light on use. This research highlights how a combined research approach yields a more holistic understanding of the phenomena of interest. © 2009 Justin Fidock and Jennie Carroll.