The new accounting system is operational, but feedback from users has been negative. The most common complaint is that the system is not user-friendly. Some people in the IT department think that more...

The new accounting system is operational, but feedback from users has been negative. The

most common complaint is that the system is not user-friendly. Some people in the IT

department think that more user training would solve the problem. However, Sam, the IT

manager, is opposed to a fresh round of training. “Let’s just set up the network to monitor

the users’ keystrokes and mouse clicks, and see what the patterns are,” he suggested. “We

can analyze the data and come up with tips and suggestions that would make the system

easier to use.”

Your initial reaction is that Sam is wrong, for two reasons. First, you believe that monitoring

would not be an effective method to learn what users really want. In your view, that

should have been done in the system requirements phase. Second, you are bothered by an

ethical question: Even though the proposed monitoring would involve company business,

the company network, and company time, you feel that many users would resent the unannounced

monitoring and might feel that their performance or other computing activities

were being appraised without their knowledge.

Sam has asked to you to write up a recommendation. What will you say about the ethical

question that troubles you?