A third approach is to provide information that is related to helping accomplish the
Strategic business objectives of the organization. One of Rockart and DeLong's [12] keys to ms success is that the system should have a clear link to business objectives. Dauphinais [5] states that the infonnation provided should be driven by the mission, objectives, and strategies of the organization. This approach seems especially merito- rious because of the potential value provided by the ms and the opportunity to build a broad base of supportive users. Watson and Frolick [21] suggest that multiple methods be used when determining executive information requirements for an ms. Possible methods include participation in strategic planning meetings, formal CSV sessions, fonnai discussions with execu- tives, tracking executive activity, discussions with executive support personnel, examinations of computer and noncomputer generated information, attendance at meetings, and software tracking of EIS usage.
Multiple methods are needed for several reasons. Infonnation requirements vary from those that are related to the industry and the organization and are shared by all of a firm's executives, to those that are unique to a particular executive's job. Methods such as participation in strategic planning meetings and formal CSF sessions are appropriate for identifying industry- and organization-related information require- ments, while informal discussions with executives are useful in identifying unique information requirements. Some methods are better for identifying initial information requirements for the system, while others are better for the ongoing or evolving requirements. For example, informal CSF sessions may be useful for identifying initial infonnation requirements, but are difficult to use repeatedly because of the broad level of executive participation and the large commitment of executive time required. Informal discussions are better for identifying evolving requirements. An ms should contain both hard and soft information [11]. Hard information consists of "facts" and resides somewhere accessible to the user. Soft information includes speculations, impressions, feelings, hearsay, gossip, and so on. They have the potential for affecting the performance of the organization. The credibility of soft information is assigned by the user and is usually based on the user's assessment of its source and how well the information fits into other information known to the user. Special efforts are normally required to collect soft infonnation and to present it in the proper context.
Friend [7] recommends considering how the EIS will stand up over time. It is not uncommon for ms usage pattems to progress through stages of early euphoria to intermittent access. According to Burkan [4], many EISs give initial impressions of success, but exhibit signs of system failure within six months to a year as usage rates deteriorate. At the outset, users may be enthused by the novelty of the new technology, which can spur a "me-too" syndrome, leading to increased demand for access [18]. Enthusiasm can lead to frustration if executives' expectations cannot be met due to limitations of the system. Without a plan to provide ongoing value to sustain use beyond the novelty stage, system usage will decline. Key elements of a plan for the spread and evolution ofan ms are known. The system should spread to additional users and this spread is likely to be both hierarchical and