Effectively dealing with IS user complaints

摘要: The IS department as a marketer of IS systems must listen to its customers, the end users. Otherwise, unchecked comments may decrease user satisfaction, discourage system use, and degrade IS'image. User complaints must be seen as an opportunity to improve system quality, not as a burden in the daily routine. User feedback can improve systems development, IS management, and the delivery of IS support. IS development procedures can be strengthened because: 1. Complaints alert the designers to problems so the implementation process can be corrected. 2. Complaints generate design ideas. 3. Complaints facilitate the post-evaluation process. IS management can be improved because: 1. Better guidelines for user complaint structures and procedures are outlined. 2. Users' and staff's contributions are more tightly focused on positive resolutions. 3. Better handling methods to set the speed and tone of …