Abstract: This paper provides new ways to explore the old
problem of failure of information systems development in an
organisation. Based on the theory of cognitive dissonance,
information systems (IS) failure is defined as a gap between what the
users expect from an information system and how well these
expectations are met by the perceived performance of the delivered
system. Bridging the expectation-perception gap requires that IS
professionals make a radical change from being the proprietor of
information systems and products to being service providers. In order
to deliver systems and services that IS users perceive as valuable, IS
people must become expert in determining and assessing users-
expectations and perceptions. It is also suggested that the IS
community, in general, has given relatively little attention to the
front-end process of requirements specification for IS development.
There is a simplistic belief that requirements are obtainable from
users, they are then translatable into a formal specification. The
process of information needs analysis is problematic and worthy of
investigation.
Abstract: This paper adopts a notion of expectation-perception
gap of systems users as information systems (IS) failure. Problems
leading to the expectation-perception gap are identified and modelled
as five interrelated discrepancies or gaps throughout the process of
information systems development (ISD). It describes an empirical
study on how systems developers and users perceive the size of each
gap and the extent to which each problematic issue contributes to the
gap. The key to achieving success in ISD is to keep the expectationperception
gap closed by closing all 5 pertaining gaps. The gap model
suggests that most factors in IS failure are related to organizational,
cognitive and social aspects of information systems design.
Organization requirement analysis, being the weakest link of IS
development, is particularly worthy of investigation.