Information quality,user satisfaction,and the manifestation of workarounds: a qualitative and quantitative study of enterprise content management system users

In this paper, we focus on a critical aspect of work in organizations: using information in work tasks which is provided by information systems (IS) such as enterprise content management (ECM) systems. Our study based on the IS success model, 34 interviews, and an empirical study of 247 ECM system users at a financial service provider indicates that it is appropriate to differentiate between contextual and representational information quality as two information quality dimensions. Furthermore, we reveal that in addition to system quality, the two information quality dimensions are important in determining end-user satisfaction, which in turn influences the manifestation of workarounds. Our study also finds that employees using workarounds to avoid an ECM system implemented several years is negatively related to individual net benefits of the ECM system. Hence, we conclude that when investigating large-scale IS such as ECM systems, it is important to differentiate among information quality dimensions to more deeply understand end-user satisfaction and the resulting manifestation of workarounds. Moreover, this research guides organizations in implementing the most appropriate countermeasures based on the importance of either contextual or representational information quality.