Some organizations provide a support infrastructure (e.g., information centers, on-line help) and training (e.g., vendor-supplied, one-on-one) to assist end-users and boost the computer literacy of their workforce. In this paper, we explore the efficacy of a support infrastructure, training, and various computer configurations for enhancing the computer literacy of work groups. Data come from a multi-year (1987 to 1989) study of seventy-seven computer-using work groups in the southern California area, which included two interviews with managers and two questionnaires distributed to workers. Analyses showed that none of the measures of training were associated with computer literacy. Only one kind of infrastructure support, obtaining information from a resident expert in the work group, was related to computer literacy. In contrast, many aspects of the configuration of the computer systems were associated with computer literacy. Implications of these provocative findings for the management of end-user computing are discussed.
Winter, Susan J.; Gutek, Barbara A.; and Chudoba, Katherine M., "MISPLACED RESOURCES? FACTORS ASSOCIATED WITH COMPUTER LITERACY AMONG END-USERS" (1992). ICIS 1992 Proceedings. 34.