Knowledge-based management support: an application to the IS change agent role problem

This paper explores how the change agent role problem can be detected and alleviated with the help of a knowledge-based support tool. The mismatch between MIS specialist change agent role style and IS environment is a complex problem to solve. The problem results when the MIS specialist's role outlines responsibilities that cannot possibly manage the change and related uncertainty surrounding an IS initiative. MIS specialists are classified by change agent roles that reflect varying types of responsibility for social and technological change. Evaluation of IS environment constructs provide the MIS specialist with a formal way to compare the different IS change agent roles to moderate IS uncertainty, thereby increasing the likelihood of IS success. The relevant IS change agentry relationships are identified from a literature review. Results from a multiple case study were used to develop and validate a conceptual model of the IS change agentry application domain. Based on this model, a suitable knowledge representation scheme is developed that provides a high level structure to the IS change agent role application domain and also guides the reasoning process. The proposed approach supports the interpretation of domain relationships applicable when choosing among change agent roles. Therefore, it could be used by IS specialists proactively to facilitate the analysis of complex domain facts prior to committing resources to a change agent role. The approach is illustrated with case data. Managerial implications of the study are discussed.