USER ENGAGEMENT AS A STRATEGY TO IMPROVE IT INVESTMENT BENEFITS IN ORGANISATIONS

Pumza Makaula, Cape Peninsula University Technology, Cape Town, Western Cape, South Africa

Published in

INTERNATIONAL JOURNAL OF STRATEGIC MANAGEMENT
Volume 19, Issue 1, p57-62, June 2019

ABSTRACT

The engagement of users can be used as a strategy to improve IT investment benefits. In some organisation, most investments in IT had been done with limited emphasis on user engagement creating the potential for reduced investment benefit. This paper evaluated user engagement strategy in a selected organisation to understand IT investment benefits associated with user engagement. This evaluation was done qualitatively using a single case study of a selected organisation in South Africa. Respondents were selected using the purposive random sampling to select 12 respondents for the personal unstructured interview. Feedback from the interviews was used to probe the understanding of user engagement deeper until saturation point was reached. Unstructured interviews were conducted with twelve selected participants. Data was analysed using content analysis that apply the grounded theory method to classify and codify data into themes and group for discussion, interpretation, and analysis. The paper found that participating organisations do not use engagement as a strategy to improve IT investment. The paper concludes that organisation that seeks to benefit from IT would have to apply user engagement as a strategy to improve investment benefits.

Keywords

User Engagement, IT investments, Strategic Management, Management Information Systems


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