Information System

Challenges of Information System Use by Knowledge

Workers: the Email Productivity Paradox

Inge Alberts

School of Information Studies, University of Ottawa

55 Laurier Avenue East, Ottawa ON Canada, K1N 6N5

ialberts@uottawa.ca

systems to stay abreast in this technological and

information metamorphosis. As a result, employees are

finding it increasingly difficult to perform their daily work

practices using these information systems (Ravasio, Schär

& Krueger, 2004; Jones, 2007; Barreau, 2008; Bondarenko,

Janssen & Driessen, 2010; Karr-Wisniewski & Lu, 2010).

ABSTRACT

With the growing importance of social media, cloud

computing and mobile device interactions, the digital work

environment is being perpetually transformed while forcing

users to adapt to the emerging technologies. In this volatile

environment, research leading to innovative approaches to

better support the information practices of knowledge

workers is acquiring a critical importance. Aiming to

improve the technological and organizational policymaking decisions for the implementation of new

information systems, this paper examines the current

challenges of 34 knowldege workers using information

systems to perform their daily tasks. A qualitative research

approch entailing the use of semi-directed interviews and

diary journals is followed to this end. The outcomes of this

research are both theoretical and practical. This research

provides a critical insight into the key challenges facing

knowledge workers in the digital work environment. From

a purely practical perspective, this study helps uncover the

needs and expectations of knowledge workers as they use

email and other technologies to achieve their work tasks. In

light of this study, the technological and organizational

policy-making decisions for the implementation of new

information systems must ensure that email as a tool drives

true productivity and avoids the productivity paradox.

Keywords: Personal...