Decision Support Systems

The characteristics of a DSS include ease of use, presentation format, system restrictiveness, decisional guidance, feedback, and interaction support.

Ease of use

DSS use is expected to occur if users perceive a DSS to be easy to use and that using it enhances their performance and productivity. Less cognitive effort is needed to use a DSS that is easy to use, operate, or interact with. The extent of ease of use of a DSS is dependent on features in the DSS that support the dimensions of speed, memory, effort, and comfort. A DSS is easy to use if it reduces user performance time (i.e., the DSS is efficient), decreases memory load with the nature of assistance provided (memory), reduces mental effort with simple operations (effort), and promotes user comfort (comfort).

Figure 1.

A Motivational Framework for Understanding DSS Use and Decision Performance.

An objective of developers is to reduce the effort that users need to expend on a task by incorporating the ease of use characteristic into a DSS so that more effort can be allocated to other activities to improve decision performance. DSS use may decline if increased cognitive effort is needed to use a DSS because of lack of ease of use.

Presentation format

Presentation of a problem can be modified based on the assumption that information is correctly processed when it is presented in a form that evokes appropriate mental procedures. The prospect theory suggests that presentation (framing) of alternatives can affect the riskiness of decision outcomes. This theory suggests that the way information is presented may influence a user's judgment or decision. In addition, the cognitive fit theory indicates that the level of complexity in a given task is reduced effectively when the problem-solving tools or techniques support the methods or processes required for doing the task. Thus, problem solving with cognitive fit results in effectiveness and efficiency gains.

System restrictiveness and decisional guidance

Two DSS attributes, system restrictiveness and decisional guidance, have been examined to show what users can and will do with a DSS. System restrictiveness refers to the degree to which a DSS limits the options available to the users, and decisional guidance refers to a DSS assisting the users to select and use its features during the decision-making process. If a decision-making process encompasses the execution of a sequence of information processing activities to reach a decision, then both the structure and execution of the process can be restricted by a DSS. The structure of the process can be restricted in two ways: limit the set of information processing activities by providing only a particular subset of all possible capabilities, and restrict the order of activities by imposing constraints on the sequence in which the permitted information processing activities can be carried out. User involvement is often essential during the execution of information processing activities after the structure of the process has been determined. The structure in the decision-making process is also promoted with the use of a restrictive DSS; in this respect, users are not overwhelmed with choices among many competing DSS. In certain cases, additional structure may actually enhance DSS use when ease of use is facilitated. However, lesser system restrictiveness may be preferred to enhance learning and creativity. Users may not use a DSS that is too restrictive because they may consider DSS use to be discretionary.

Feedback

Several researchers have undertaken exploration of the impact of various types of message presentation on users' behavior. Fogg and Nass focus on the use of "sincere" praise, "flattery" (i.e., insincere praise), and generic feedback, and report that the sincere and flattery forms are perceived to be more positive. The authors suggest that incorporating positive feedback into training and tutorial software increases user enjoyment, task persistence, and self-efficacy. The positive feelings provided by the positive feedback engage the users and lead to greater success in system use.

Tzeng uses a similar type of strategy to alleviate the negative reactions to system use arising from debilitated use of the system. The feedback from the system is examined in the context of "apologetic" versus "non-apologetic" presentation. As anticipated, the apologetic feedback provided by the system creates a favorable experience for the users. The results add to the body of research suggesting that system interface designers should be conscious of the need to create favorable user perception of systems to increase positive user experience to obtain increased system use and enhanced decision performance.

Interaction support

Interaction support is present when users are allowed a certain level of interactivity with a DSS. The design of a DSS has a determining effect on the degree of interaction between a user and a DSS. Individuals may perceive control over a DSS when some level of interaction support is provided by the DSS. Perceived control over the use of a DSS may have positive effects on motivation to use the DSS. Indeed, motivation is enhanced by the provision of information choice. Individuals using a DSS that allows user input (choice) in determining the DSS contents are more motivated than those using a DSS that does not allow this input. The effectiveness and acceptance of a DSS increase when users are provided with some control over the DSS. In a study where DSS with different levels of interaction support are designed, expert system users are reported to be in more frequent agreement with the DSS than the statistical model and checklist users. Specifically, individuals using a DSS with increased interaction support place more reliance on the DSS than those using the DSS with limited interaction support. Hence, the interaction support provided by the DSS has a positive impact on DSS use.