Knowledge Workers for Information Support: Executives' Perceptions and Problems

Abstract

Traditional executive information systems (EIS) user support tends to focus on technical support rather than information support. Letting executives use EIS directly for strategic information has not been successful. Adopting a combined method of case study and survey, this study explored and examined the role of information support functions from U.K. executives' point of view. It found that the use of information specialists for external information scanning, information refining, and information reporting has been perceived as important to support executives in acquiring strategic information. However, information specialists' knowledge and capability in sensing and interpreting information, executive culture, the cost of establishing such a support role are the main concerns of executives. the paper suggests that EIS users need information support, as opposed to technical support. To be effective and successful, managers' knowledge in sensing, interpreting, and using information should be elicited and shared among information specialists in light of knowledge management.