Warren, Lorraine and Adman, Peter
The use of TSI in designing a system for a university IS user support service. (In special issue: Linking People, Nature, Business and Technology)
Systems Research and Behavioural Science, 16, (4), .
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This paper is based on the use of critical systems thinking (CST) to improve a UK university's information system (IS) user support service. The purpose of the intervention described in this paper was to increase the efficiency and effectiveness of the IS user support service by deriving a new design for the front end of the service. More specifically, the use of total systems intervention (TSI) informed the choice of the ETHICS methodology to carry out the design itself. This paper is a methodological discourse, reflecting on the usefulness of CST in an IS management problem situation
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