By John F. Rockart, Lauren S. Flannery
Communications of the ACM,
October 1983,
Vol. 26 No. 10, Pages 776-784
10.1145/358413.358429
Comments
End users can be classified into six distinct types. Each of them needs differentiated education, support, and control from the Information Systems function. To support a large number of their applications a new computing environment, “the third environment” must be developed by Information Systems (I/S) management. Close attention must also be paid by I/S management to the need to involve “functional support personnel” (end users in each functional area who spend most of their time programming and aiding other end users) in the I/S end user management process.
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