Our society relies increasingly on information technology (IT). In such a society, it is important that we, as citizens, trust and are satisfied with services utilizing IT. Unfortunately, IT problems in the use of services are part of our daily lives and. And they are frequently reported by the mass media.
Usually most of the IT problems visible to society are the same ones that system and service providers perceive to be the most problematic. Compensation alone will not satisfy users when the incident creates unpredictability and uncertainty for them. After service degradation, users are eager to use the service again if they receive relevant information. Information and knowledge thus play a significant role in incidents. Users will continue to IT after the failure, using a service, most likely, when they get the problem situation in a sufficient factual information.
This is stated in a recent Finnish study, doctoral thesis Information technology incidents in the present information society : Viewpoints of service providers, users, and the mass media, which examined the users’ thinking and intentions of the services provided at the time of their IT-related problems after the failures.
Clear information can bring significant competitive advantages over other service providers.