CEC Theses and Dissertations

Date of Award

1996

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

Graduate School of Computer and Information Sciences

Advisor

John Kingsburry

Committee Member

Steven R. Terrell

Committee Member

Laurie Dringus

Abstract

The purpose of this dissertation is to focus attention on the problems which non-profit organizations face in dealing with employee dissatisfaction and turnover among clerical staff whose principal responsibility is data entry. To address the problem, a presentation on the background, a discussion of the managerial and information systems implications, and an end-user needs assessment culminated in the development of an online help system for an IDM AS/400-based membership management package.

The system enables the data entry staff to easily locate the answers to most of their commonly asked questions without leaving their workstation, thus reducing the need for as well as the cost of attendance at formal training programs. It also serves to improve the self-esteem of these employees, as they gain confidence in being able to address their own problems rather than continually calling the information systems department or asking their supervisor for assistance.

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