The Human Side of Information System Development: A Case of an Intervention at a British Visitor Attraction
Brian Lehaney (The University of Luton Business School, UK), Steve Clarke (The University of Luton Business School, UK), Vikki Kimberlee (The University of Luton Business School, UK) and Sarah Spencer-Matthews (Swinburne University of Technology, Australia)
Copyright: © 2002
Information systems (IS) are growing in importance within the tourism industry, where one key application is database marketing. Evidence from the IS domain suggests systems failure may be due, at least in part, to concentration on technical rather than human issues in the development process. Through an empirical study of visitor attractions in the United Kingdom, the need for a more human-centered approach to IS development is supported, and an example of such an approach is outlined. Both in-depth focus group analysis and a broader questionnaire survey are used, and lend weight to the human-centered arguments. From the analysis of a failed tourism database marketing information system, and from evidence of similar successful systems, the value of technology-enabled database marketing within the sector is demonstrated, but its success is seen to rest on participative, human-centered approaches to development.