Knowledge-intensive institutions devote significant resources to organizational information systems. The systems incorporate vast document repositories, services, and business processes implementations. Proper usability management of information systems should improve operational and working efficiency in alignment with organizational goals. Despite the importance of the issue, there is a considerable absence of available reports. The scarcity is primarily attributed to the highly sensitive nature of data. We examine the analytics of a large-scale distributed information system of a knowledge-intensive organization. The system contains millions of resources and hundreds of services. Its user base primarily comprises of skilled knowledge workers. The analysis revealed underutilization of available resources and services. The underutilization was due to the misalignment between the knowledge workers ‘use characteristics and the systems’ usability management and design. The analytic results and their implications provide actionable knowledge for managers of organizational information systems.
|Keywords:||Usability Management, Information Systems, Knowledge-Intensive Organizations, Knowledge Workers, System Analytics, Actionable Knowledge Discovery|
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