RECENT DEVELOPMENTS in computer and communication technology have changed the way information systems in organizations are looked upon, both by insiders (those who run the organizations) and outsiders (those who deal with the organizations). It has become commonplace for the customer and the general public, as well as the systems specialist and the service representative, to interact directly with such systems through computer terminals and modems at sites far outside the physical sphere of organizational control. This trend has, if anything, put even more pressure on organizations to develop or purchase information systems that are comprehensive in scope and easy to use. The term “user friendly” must be understood at a much higher level than when it is employed to sell PC software for the home computer.
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