Misplaced resources? Factors associated with computer literacy among end-users

Some organizations provide a support infrastructure (e.g. information centers) and training to assist end-users and boost the computer knowledge of their workforce, Here we explore the relationship between support infrastructure, training, various computer configurations, and the computer literacy of work groups. Data were collected in a multi-year study of 77 computer-using work groups; this included two interviews with managers and two questionnaires completed by workers. Analyses showed that none of the measures of training were associated with computer literacy and only one kind of infrastructure support was found to be related to computer literacy: obtaining information from a resident expert in the work group. In contrast, many aspects of the configuration of the computer systems were associated with computer literacy. Implications of these findings for the management of end-user computing are discussed. (C) 1997 Elsevier Science B.V.