Performance ratings and importance of performance measures for IS staff: the different perceptions of IS users and IS staff

Information systems (IS) users are being increasingly included in the evaluation of IS staff performance; however, unless there is agreement on the importance and selection of performance measures, interpretation and implementation of such evaluation is confounded. Differences in job duties and educational background between IS users and IS staff members lead us to expect differences in up-front task importance and in subsequent evaluation of IS staff job performance. An instrument is developed to study seven aspects of IS staff performance evaluation from IS staff and user perspectives. Gaps are confirmed in a study with a sample of 100 IS users and 93 IS staff members. Techniques for reaching agreement are suggested based on improving communication and understanding of common measures