Towards a Model of Information Systems User Competency

The ability to utilize information systems (IS) effectively is becoming a necessity for business professionals. However, individuals differ in their abilities to use IS effectively, with some achieving exceptional performance in IS use and others being unable to do so. Therefore, developing a set of skills and attributes to achieve IS user competency, or the ability to realize the fullest potential and the greatest performance from IS use, is important. Various constructs have been identified in the literature to describe IS users with regard to their intentions to use IS and their frequency of IS usage, but studies to describe the relevant characteristics associated with highly competent IS users, or those who have achieved IS user competency, are lacking. This research develops a model of IS user competency by using the Repertory Grid Technique to identify a broad set of characteristics of highly competent IS users. A qualitative analysis was carried out to identify categories and sub-categories of these characteristics. Then, based on the findings, a subset of the model of IS user competency focusing on the IS-specific factors – domain knowledge of and skills in IS, willingness to try and to explore IS, and perception of IS value – was developed and validated using the survey approach. The survey findings suggest that all three factors are relevant and important to IS user competency, with willingness to try and to explore IS being the most significant factor. This research generates a rich set of factors explaining IS user competency, such as perception of IS value. The results not only highlight characteristics that can be fostered in IS users to improve their performance with IS use, but also present research opportunities for IS training and potential hiring criteria for IS users in organizations.

Wildlife Master Volunteers: A Multi-County Approach to Resolving Human-Wildlife Conflicts

The Wildlife Master (WM) Program in Colorado was modeled after the highly successful Master Gardener volunteer program. In 10 highly populated suburban counties with large rural areas surrounding the Denver Metro Area, Colorado State University (CSU) Cooperative Extension Natural Resources agents train, supervise and manage these volunteers in the identification, referral, and resolution of wildlife damage issues. High quality, research-based training is provided by university faculty and other professionals in public health, animal damage control, wildlife management and animal behavior. Inquiries are responded to mainly via telephone. Calls by concerned residents are forwarded to WMs who provide general information about human-wildlife conflicts and possible ways to resolve complaints. Each volunteer serves a minimum of 14 days on phone duty annually, calling in from a remote location to a voice mail system from which phone messages can be conveniently retrieved. Response time per call is generally less than 24 hours. During 2004, more than 2,000 phone calls, e-mail messages and walk-in requests for assistance were fielded by 100 cooperative extension WMs. Calls fielded by volunteers in one county increased five-fold during the past five years, from 100 calls to over 500 calls annually. Valued at the rate of approximately $18.00 per volunteer hour, the leveraged value of each WM was about $450 in 2005, based on 25 hours of service and training. The estimated value of the program to Colorado in 2004 was over $45,000 of in-kind service, or about one full-time equivalent faculty member. This paper describes components of Colorado’s WM Program, with guides to the set-up of similar programs in other states.