Understanding Highly Competent Information System Users

Individuals differ in their abilities to use information systems (IS) effectively, with some achieving exceptional performance in IS use. Using the Repertory Grid Technique, this research identifies attributes of highly competent IS users that distinguish them from less competent users. Using the Grounded Theory approach, we identified categories and sub-categories of these attributes and used them to develop a conceptual framework to explain IS User Competency. The findings indicate that highly competent users differ from less competent users in their Personality Traits and Disposition Factors, General Cognitive Abilities, Social Skills and Tendencies, Experiential Learning Factors, Domain Knowledge of and Skills in IS, Job Experiences, Generation Factors, and Education. The results not only highlight attributes that can be fostered in other IS users to improve their performance with IS use but they also present research opportunities for IS training and potential hiring criteria for IS users in organizations.