1. The Advent of Integrated Office Systems -- 1.1. Introduction -- 1.2. The Roots of Office Automation -- 1.3. Integrated Office System Technology -- 1.4. Converging Technologies -- 1.5. The Potential: Augmentation of Knowledge Work -- 2. The Problem: Technology-Driven Systems -- 2.1. Understanding Needs, People, and Organizations -- 2.2. Technological Imperatives and Failures -- 2.3. Sociotechnical Analysis—System Customization -- 2.4. The Need for a User Science -- 2.5. Perspective on Office Automation -- 2.6. Designing Integrated Office Systems -- 3. Conceptual Approaches to Electronic Office Systems -- 3.1. Organizational Communication Approaches -- 3.2. The Functional Approach -- 3.3. Information Resource Management Approaches -- 3.4. Decision Support System Approach -- 3.5. Quality of Work Life Approaches -- 4. Understanding the Office and Organization -- 4.1. A Conceptual Model of the Office -- 4.2. Case Study: Modeling an Office -- 5. Office Efficiency, Effectiveness, and Productivity -- 5.1. Efficiency and Effectiveness in Office Work -- 5.2. Measuring Office Productivity -- 6. User-Driven Design -- 6.1. Assessing the Organization -- 6.2. Applications Development Without Programmers? -- 6.3. A Customization Strategy -- 6.4. Design Phases -- 6.5. Two Measurements Thrusts -- 6.6. Roles in the Design Process -- 7. Assessing the Organization: Research Design -- 7.1. Research Design -- 7.2. Action Research -- 8. Assessing the Organization: Measurement -- 8.1. Objectives of Measurement -- 8.2. Measurement Instruments -- 8.3. What Is a Good Measurement Instrument? -- 8.4. Analytical Procedures for Data -- 9. Assessing the Organization: System Design -- 9.1. The Organizational Scan -- 9.2. Diagnosis -- 9.3. Pilot Systems Analysis -- 10. Assessing the Organization: Cost—Benefit Analysis -- 10.1. The Problem -- 10.2. A Solution Strategy -- 10.3. Quantification of Pilot System Costs and Benefits -- 10.4. Cost—Benefit Analysis for the Operational System -- 10.5. Cost—Benefit Analysis for Special Applications -- 10.6. Rent, Buy, or Lease -- 11. Getting Going -- 11.1. Stages of Growth -- 11.2. Getting Organized -- 11.3. Planning for Integrated Office Systems -- 11.4. Undertaking the Assessment -- 11.5. Implementation -- 12. From Pilot to Operational System -- 12.1. Case Study -- 12.2. Issues in Operational System Design -- 13. User-Driven Design, Work, and Society -- 13.1. Impacts on the Organization and Work Life -- 13.2. Office Systems and Unemployment -- 13.3. Whither Western Society? -- References.
