the new IS took place only after the implementation during customer serving situations.
Most employees (71%) felt that they had received a sufficient amount of support in the use of a new IS. IT support was used widely: the employees sought support from the computer, manual instructions, their co-workers, the unit's experts, the company's help desk, and their superiors. In the qualitative data especially the help from co-workers was experienced to improve psychological well-being and job satisfaction.
In the quantitative data, the correlations of communication, training and IT support with job satisfaction and psychological well-being were examined. Psychological well-being was measured with nine questions concerning, e.g. anxiety, concentration and self-confidence ( Elo et al. 1992). Cronbach's alpha of the sum scale was 0.93. Also a sum scale was made of six measures of communication. Cronbach's alpha reliability coefficient of the sum scale was 0.88. Fluent communication correlated positively with job satisfaction (p<0.001) and psychological well-being (p<0.001). Similarly, the relationships between a sufficient amount of training and support in the use of the information system and job satisfaction were statistically significant (p<0.01). A sufficient amount of training correlated statistically significantly also with psychological wellbeing (p<0.001).
The results confirm the relationship between technical functioning and management of change, and psychological well-being in the implementation process of new IT. Technical difficulties in IT affect the employees' psychological well-being. From the end-users' point of view some of these technical difficulties could be prevented if the system designers were better acquainted with the end-user's work, and the co-operation between the end-users and system designers could be improved during the implementation process.
Similarly, efficient communication, a sufficient amount of training and support in the use of the information system correlated positively with job satisfaction and psychological well-being. It is therefore concluded that more attention should be paid to the organizational and social factors involved in the implementation process of a new information system.
Eason K. ( 1996). "Implementation of information technology in working life". In Rantanen J. & co (Eds.): Work in the Information Society. People and work.