PEOPLE AND INFORMATION SYSTEMS

Learning Objectives

Upon successful completion of this chapter, you will be able to:

• describe each of the different roles that people play in the design, development, and
use of information systems;
• understand the different career paths available to those who work with information
systems;
• explain the importance of where the information-systems function is placed in an
organization; and
• describe the different types of users of information systems.

Introduction

In the opening chapters of this text, we focused on the technology behind information
systems: hardware, software, data, and networking. In the last chapter, we discussed business
processes and the key role they can play in the success of a business. In this chapter, we will
be discussing the last component of an information system: people.

People are involved in information systems in just about every way you can think
of: people imagine information systems, people develop information systems, people support
information systems, and, perhaps most importantly, people use information systems.

The Creators of Information Systems

The first group of people we are going to look at play a role in designing, developing, and
building information systems. These people are generally very technical and have a
background in programming and mathematics. Just about everyone who works in the creation
of information systems has a minimum of a bachelor’s degree in computer science or
information systems, though that is not necessarily a requirement. We will be looking at the
process of creating information systems in more detail in chapter 10.

Systems Analyst

The role of the systems analyst is to straddle the divide between identifying business needs
and imagining a new or redesigned computer-based system to fulfill those needs. This
individual will work with a person, team, or department with business requirements and
identify the specific details of a system that needs to be built. Generally, this will require the
analyst to have a good understanding of the business itself , the business processes involved,
and the ability to document them well. The analyst will identify the different stakeholders in
the system and work to involve the appropriate individuals in the process.

Once the requirements are determined, the analyst will begin the process of translating these
requirements into an information-systems design. A good analyst will understand what
different technological solutions will work and provide several different alternatives to the
requester, based on the company’s budgetary constraints, technology constraints, and culture.
Once the solution is selected, the analyst will create a detailed document describing the new
system. This new document will require that the analyst understand how to speak in the
technical language of systems developers.

A systems analyst generally is not the one who does the actual development of the
information system. The design document created by the systems analyst provides the detail
needed to create the system and is handed off to a programmer (or team of programmers) to
do the actual creation of the system. In some cases, however, a systems analyst may go ahead
and create the system that he or she designed. This person is sometimes referred to as a
programmer-analyst.

In other cases, the system may be assembled from off-the-shelf components by a person
called a systems integrator. This is a specific type of systems analyst that understands how to
get different software packages to work with each other.

To become a systems analyst, you should have a background both in the business and in
systems design. Many analysts first worked as programmers and/or had experience in the
business before becoming systems analysts.

Programmer

Programmers spend their time writing computer code in a programming language. In the case
of systems development, programmers generally attempt to fulfill the design specifications
given to them by a systems analyst. Many different styles of programming exist: a
programmer may work alone for long stretches of time or may work in a team with other
programmers. A programmer needs to be able to understand complex processes and also the
intricacies of one or more programming languages. Generally, a programmer is very
proficient in mathematics, as mathematical concepts underlie most programming code.

Computer Engineer

Computer engineers design the computing devices that we use every day. There are many
types of computer engineers, who work on a variety of different types of devices and
systems. Some of the more prominent engineering jobs are as follows:

• Hardware engineer. A hardware engineer designs hardware components, such as

microprocessors. Many times, a hardware engineer is at the cutting edge of computing
technology, creating something brand new. Other times, the hardware engineer’s job
is to engineer an existing component to work faster or use less power. Many times, a
hardware engineer’s job is to write code to create a program that will be implemented
directly on a computer chip.
 • Software engineer. Software engineers do not actually design devices; instead, they
create new programming languages and operating systems, working at the lowest
levels of the hardware to develop new kinds of software to run on the hardware.
• Systems engineer. A systems engineer takes the components designed by other
engineers and makes them all work together. For example, to build a computer, the
mother board, processor, memory, and hard disk all have to work together. A systems
engineer has experience with many different types of hardware and software and
knows how to integrate them to create new functionality.
• Network engineer. A network engineer’s job is to understand the networking
requirements of an organization and then design a communications system to meet
those needs, using the networking hardware and software available.

There are many different types of computer engineers, and often the job descriptions overlap.
While many may call themselves engineers based on a company job title, there is also a
professional designation of “professional engineer,” which has specific requirements behind
it. In the US, each state has its own set of requirements for the use of this title, as do different
countries around the world. Most often, it involves a professional licensing exam.

Information-Systems Operations and Administration

Another group of information-systems professionals are involved in the day-to-day

operations and administration of IT. These people must keep the systems running and up-to-
date so that the rest of the organization can make the most effective use of these resources.

Computer Operator

A computer operator is the person who keeps the large computers running. This person’s job
is to oversee the mainframe computers and data centers in organizations. Some of their duties
include keeping the operating systems up to date, ensuring available memory and disk
storage, and overseeing the physical environment of the computer. Since mainframe
computers increasingly have been replaced with servers, storage management systems, and
other platforms, computer operators’ jobs have grown broader and include working with
these specialized systems.

Database Administrator

A database administrator (DBA) is the person who manages the databases for an
organization. This person creates and maintains databases that are used as part of applications
or the data warehouse. The DBA also consults with systems analysts and programmers on
projects that require access to or the creation of databases.

Help-Desk/Support Analyst

Most mid-size to large organizations have their own information-technology help desk. The
help desk is the first line of support for computer users in the company. Computer users who
are having problems or need information can contact the help desk for assistance. Many
times, a help-desk worker is a junior-level employee who does not necessarily know how to
answer all of the questions that come his or her way. In these cases, help-desk analysts work
with senior-level support analysts or have a computer knowledgebase at their disposal to help
them investigate the problem at hand. The help desk is a great place to break into working in
IT because it exposes you to all of the different technologies within the company. A
successful help-desk analyst should have good people and communications skills, as well as
at least junior-level IT skills.

Trainer

A computer trainer conducts classes to teach people specific computer skills. For example, if
a new ERP system is being installed in an organization, one part of the implementation
process is to teach all of the users how to use the new system. A trainer may work for a
software company and be contracted to come in to conduct classes when needed; a trainer
may work for a company that offers regular training sessions; or a trainer may be employed
full time for an organization to handle all of their computer instruction needs. To be
successful as a trainer, you need to be able to communicate technical concepts well and also
have a lot of patience!

Managing Information Systems

The management of information-systems functions is critical to the success of information

systems within the organization. Here are some of the jobs associated with the management
of information systems.

CIO

The CIO, or chief information officer, is the head of the information-systems function. This
person aligns the plans and operations of the information systems with the strategic goals of
the organization. This includes tasks such as budgeting, strategic planning, and personnel
decisions for the information-systems function. The CIO must also be the face of the IT
department within the organization. This involves working with senior leaders in all parts of
the organization to ensure good communication and planning.

Interestingly, the CIO position does not necessarily require a lot of technical expertise. While
helpful, it is more important for this person to have good management skills and understand
the business. Many organizations do not have someone with the title of CIO; instead, the
head of the information-systems function is called vice president of information systems or
director of information systems.

Functional Manager

As an information-systems organization becomes larger, many of the different functions are

grouped together and led by a manager. These functional managers report to the CIO and
manage the employees specific to their function. For example, in a large organization, there is
a group of systems analysts who report to a manager of the systems-analysis function. For
more insight into how this might look, see the discussion later in the chapter of how
information systems are organized.

ERP Management

Organizations using an ERP require one or more individuals to manage these systems. These
people make sure that the ERP system is completely up to date, work to implement any
changes to the ERP that are needed, and consult with various user departments on needed
reports or data extracts.

Project Managers

Information-systems projects are notorious for going over budget and being delivered late. In
many cases, a failed IT project can spell doom for a company. A project manager is
responsible for keeping projects on time and on budget. This person works with the
stakeholders of the project to keep the team organized and communicates the status of the
project to management. A project manager does not have authority over the project team;
instead, the project manager coordinates schedules and resources in order to maximize the
project outcomes. A project manager must be a good communicator and an extremely
organized person. A project manager should also have good people skills. Many
organizations require each of their project managers to become certified as a project
management professional (PMP).

Information-Security Officer

An information-security officer is in charge of setting information-security policies for an

organization, and then overseeing the implementation of those policies. This person may have
one or more people reporting to them as part of the information-security team. As
information has become a critical asset, this position has become highly valued. The
information-security officer must ensure that the organization’s information remains secure
from both internal and external threats.

Emerging Roles

As technology evolves, many new roles are becoming more common as other roles fade. For
example, as we enter the age of “big data,” we are seeing the need for more data analysts and
business-intelligence specialists. Many companies are now hiring social-media experts and
mobile-technology specialists. The increased use of cloud computing and virtual-machine
technologies also is breeding demand for expertise in those areas.

Career Paths in Information Systems

 These job descriptions do not represent all possible jobs within
an information-systems organization. Larger organizations will have more specialized roles;
smaller organizations may combine some of these roles. Many of these roles may exist
outside of a traditional information-systems organization, as we will discuss below.

Working with information systems can be a rewarding career choice. Whether you want to be
involved in very technical jobs (programmer, database administrator), or you want to be
involved in working with people (systems analyst, trainer), there are many different career
paths available.

Many times, those in technical jobs who want career advancement find themselves in a
dilemma: do they want to continue doing technical work, where sometimes their
advancement options are limited, or do they want to become a manager of other employees
and put themselves on a management career track? In many cases, those proficient in
technical skills are not gifted with managerial skills. Some organizations, especially those
that highly value their technically skilled employees, will create a technical track that exists
in parallel to the management track so that they can retain employees who are contributing to
the organization with their technical skills.

Sidebar: Are Certifications Worth Pursuing?

As technology is becoming more and more important to businesses, hiring employees with
technical skills is becoming critical. But how can an organization ensure that the person they
are hiring has the necessary skills? These days, many organizations are including technical
certifications as a prerequisite for getting hired.

Certifications are designations given by a certifying body that someone has a specific level of
knowledge in a specific technology. This certifying body is often the vendor of the product
itself, though independent certifying organizations, such as CompTIA, also exist. Many of
these organizations offer certification tracks, allowing a beginning certificate as a prerequisite
to getting more advanced certificates. To get a certificate, you generally attend one or more
training classes and then take one or more certification exams. Passing the exams with a
certain score will qualify you for a certificate. In most cases, these classes and certificates are
not free and, in fact, can run into the thousands of dollars. Some examples of the
certifications in highest demand include Microsoft (software
certifications), Cisco (networking), and SANS (security).

For many working in IT (or thinking about an IT career), determining whether to pursue one
or more of these certifications is an important question. For many jobs, such as those
involving networking or security, a certificate will be required by the employer as a way to
determine which potential employees have a basic level of skill. For those who are already in
an IT career, a more advanced certificate may lead to a promotion. There are other cases,
however, when experience with a certain technology will negate the need for
certification. For those wondering about the importance of certification, the best solution is to
talk to potential employers and those already working in the field to determine the best
choice.

Organizing the Information-Systems Function

In the early years of computing, the information-systems function (generally called data
processing) was placed in the finance or accounting department of the organization. As
computing became more important, a separate information-systems function was formed, but
it still was generally placed under the CFO and considered to be an administrative function of
the company. In the 1980s and 1990s, when companies began networking internally and then
linking up to the Internet, the information-systems function was combined with the
telecommunications functions and designated the information technology (IT) department. As
the role of information technology continued to increase, its place in the organization also
moved up the ladder. In many organizations today, the head of IT (the CIO) reports directly
to the CEO.

Where in the Organization Should IS Be?

Before the advent of the personal computer, the information-systems function was centralized
within organizations in order to maximize control over computing resources. When the PC
began proliferating, many departments within organizations saw it as a chance to gain some
computing resources for themselves. Some departments created an internal information-
systems group, complete with systems analysts, programmers, and even database
administrators. These departmental-IS groups were dedicated to the information needs of
their own departments, providing quicker turnaround and higher levels of service than a
centralized IT department. However, having several IS groups within an organization led to a
lot of inefficiencies: there were now several people performing the same jobs in different
departments. This decentralization also led to company data being stored in several places all
over the company. In some organizations, a “matrix” reporting structure has developed, in
which IT personnel are placed within a department and report to both the department
management and the functional management within IS. The advantages of dedicated IS
personnel for each department are weighed against the need for more control over the
strategic information resources of the company.
For many companies, these questions are resolved by the implementation of the ERP system
(see discussion of ERP in chapter 8). Because an ERP system consolidates most corporate
data back into a single database, the implementation of an ERP system requires organizations
to find “islands” of data so that they can integrate them back into the corporate system. The
ERP allows organizations to regain control of their information and influences organizational
decisions throughout the company.

Outsourcing

Many times, an organization needs a specific skill for a limited period of time. Instead of
training an existing employee or hiring someone new, it may make more sense to outsource
the job. Outsourcing can be used in many different situations within the information-systems
function, such as the design and creation of a new website or the upgrade of an ERP system.
Some organizations see outsourcing as a cost-cutting move, contracting out a whole group or
department.

New Models of Organizations

The integration of information technology has influenced the structure of organizations. The
increased ability to communicate and share information has led to a “flattening” of the
organizational structure due to the removal of one or more layers of management.

Another organizational change enabled by information systems is the network-based

organizational structure. In a networked-based organizational structure, groups of employees
can work somewhat independently to accomplish a project. In a networked organization,
people with the right skills are brought together for a project and then released to work on
other projects when that project is over. These groups are somewhat informal and allow for
all members of the group to maximize their effectiveness.

Information-Systems Users – Types of Users

Besides the people who work to create, administer, and manage information systems, there is
one more extremely important group of people: the users of information systems. This group
represents a very large percentage of the people involved. If the user is not able to
successfully learn and use an information system, the system is doomed to failure.
 Technology adoption user types (click to
enlarge). (Public Domain)

One tool that can be used to understand how users will adopt a new technology comes from a
1962 study by Everett Rogers. In his book, Diffusion of Innovation,[1] Rogers studied how farmers
adopted new technologies, and he noticed that the adoption rate started slowly and then
dramatically increased once adoption hit a certain point. He identified five specific types of
technology adopters:

• Innovators. Innovators are the first individuals to adopt a new technology. Innovators
are willing to take risks, are the youngest in age, have the highest social class, have
great financial liquidity, are very social, and have the closest contact with scientific
sources and interaction with other innovators. Risk tolerance has them adopting
technologies that may ultimately fail. Financial resources help absorb these failures
(Rogers 1962 5th ed, p. 282).
• Early adopters. The early adopters are those who adopt innovation after a
technology has been introduced and proven. These individuals have the highest
degree of opinion leadership among the other adopter categories, which means that
they can influence the opinions of the largest majority. They are typically younger in
age, have higher social status, more financial liquidity, more advanced education, and
are more socially aware than later adopters. These people are more discrete in
adoption choices than innovators, and realize judicious choice of adoption will help
them maintain a central communication position (Rogers 1962 5th ed, p. 283).
• Early majority. Individuals in this category adopt an innovation after a varying degree
of time. This time of adoption is significantly longer than the innovators and early
adopters. This group tends to be slower in the adoption process, has above average
social status, has contact with early adopters, and seldom holds positions of opinion
leadership in a system (Rogers 1962 5th ed, p. 283).
• Late majority. The late majority will adopt an innovation after the average member of
the society. These individuals approach an innovation with a high degree of
skepticism, have below average social status, very little financial liquidity, are in
contact with others in the late majority and the early majority, and show very little
opinion leadership.
• Laggards. Individuals in this category are the last to adopt an innovation. Unlike those
in the previous categories, individuals in this category show no opinion leadership.
These individuals typically have an aversion to change-agents and tend to be
 advanced in age. Laggards typically tend to be focused on “traditions,” are likely to
have the lowest social status and the lowest financial liquidity, be oldest of all other
adopters, and be in contact with only family and close friends.

These five types of users can be translated into information-technology adopters as well, and
provide additional insight into how to implement new information systems within an
organization. For example, when rolling out a new system, IT may want to identify the
innovators and early adopters within the organization and work with them first, then leverage
their adoption to drive the rest of the implementation.

Summary

In this chapter, we have reviewed the many different categories of individuals who make up
the people component of information systems. The world of information technology is
changing so fast that new roles are being created all the time, and roles that existed for
decades are being phased out. That said, this chapter should have given you a good idea of
the importance of the people component of information systems.