Months later, Dave was very frustrated because he was still keeping the computer system up to date and training Mary. He commented, “I’m sure Mary knows how to use the system, but she doesn’t seem to want to. I can do all the accounting work on the computer in two or three hours a day, but she can’t even do it in her normal eight-hour workday. What should I do?” This is an actual case with the facts presented as accurately as possible. The objective is to familiarize students with the behavioral issues surrounding a systems change. It is less important to determine the "right answer" (there may not be one) that it is to discuss the issues.
a. What do you believe is the real cause of Mary’s resistance to computers? Employee reaction to the installation of a new information system is often diverse and unpredictable. In many cases, employees must make significant behavioral adjustments to ensure the future success of the new system. These adjustments go well beyond mere surface anxieties such as fear of the unknown. Possible causes of Mary’s resistance to computers include (phased as questions):
Is Mary's adverse behavior due to a perceived need to protect her ego? Is she afraid she cannot use the computer properly and would look foolish?
Since Mary was excluded from the decision to automate the office, does she feel resentment and refuse to use a system she wasn't asked to help select?
Is she fearful because computers sometimes cause people to overcommunicate? (i.e., with capabilities such as electronic mail, employees can be reached anywhere and anytime, making it difficult to get away from all the interruptions that are part of the daily grind.)
Is she worried that the computer will impose its own structure on the organization? The computer can considerably narrow that freedom causing people to view the computer as structure and constraint.
Did she have an adverse experience with previous changes to her work environment and as a result is suspicious of any new system?
