Internet‐based information systems use in organizations: an information studies perspective

Abstract. This case study investigates various ways in which different internet‐based information systems (IS) are used by organizational participants. Borrowing theoretical insights on information behaviour accumulated over 50 years of information studies research, a conceptual framework is presented to help understand and assess the social and organizational impacts of internet‐based IS. The framework describes the use of internet‐based IS as a dynamic cycle of information needs–seeking–use activity situated in the context of a firm's information environment. Research questions pertain to the process of how individuals in organizations seek and use information from internet‐based IS to satisfy information needs. In terms of information needs, this involves understanding the problem situations that lead participants to use internet‐based IS, as well as the characteristics of those problems beyond subject matter. With respect to information seeking, this involves analysing how information from internet‐based systems is displayed and formatted to signal their potential usefulness. In terms of information use, this involves how information obtained from internet‐based systems is used in practice to resolve or redefine problems. Both quantitative and qualitative research methods are used. Data collection involves web tracking to identify significant episodes of internet‐based IS activity, as well as one‐on‐one interviews to explore the context behind these episodes. Results suggest that it is possible and valuable to identify scenarios of internet‐based IS use dominant in an organizational work setting. Doing so can help to identify ways to improve the situated use of internet‐based IS that ameliorate the information needs–seeking–use cycle in firms.