A framework for investigating human factors issues associated with the implementation of new ICT systems in construction organisations

The failure of Information and Communication Technology (ICT) applications has been well documented in many industries and organisations. Many studies have attributed these failures to non-technical issues, i.e. those linked to human factors. A thorough review of the literature in ICT systems implementation and human factors domains suggests that a complete assessment of a new ICT systems implementation should address both organisation and end-user factors which demand different assessment approaches, but which are closely interrelated. This paper discusses the importance of taking account of socio-technical and user-centred issues in construction organisations, and presents a framework for enabling construction organisations to embed new ICT systems more effectively in the future. This framework combines aspects of action research methodology, the Technology Acceptance Model (TAM) and other usability evaluation studies, which allow integrated assessment of organisation and end-user factors. Due to their complementariness and synergy, the benefits gained from this integrated framework should be more than the sum of individual aspects. This integrated framework should help to reduce resistance to change within construction organisations, enhance user acceptance of new ICT systems and enhance organisation competitiveness.