Documenting information systems for management: A key to maintaining user satisfaction

Executives responsible for the information system function need to be concerned about developing a base of satisfied users and maintaining continuing user satisfaction after implementation. This article focuses on user satisfaction among on-going user manager, explores the role of good user documentation, and examines the results of a survey of 144 user managers from 55 firms. The results indicate that good user documentation appears to be an important factor in insuring user understanding and continuing user satisfaction. Thus firms considering alternative ways of keeping users satisfied (i.e., personal computer applications, end user computing, or information centers) might well examine their user documentation practices before exploring other alternatives.