The Characteristics of Necessity in a Work Place: A Replication Study

Abstract

As the use of personal computers in business organizations became more widespread in the last decade, the need to provide support or help increased. Many companies responded by implementing End User Support Groups, Helpdesks, or what have come to be known as Information Centers (ICs). Throughout this paper, the term Information Center will be used for all three of these approaches. An IC is a method of providing non-computer professionals with access to modern computing technology (IBM, 1984a). An IC provides its users with tools, services, and ongoing support, which allow end-users to perform a substantial portion of their computer-related work themselves (Hammond, 1984).