ABSTRACT
Every computer user encounters problems with technology. Frustration is a common theme with information technology. Frustration tends to be the result when, for example, a computer application crashes with no warning, taking the last 30 minutes of work with it. As technology rapidly advances, users must deal with the ensuing error messages that invariably result, as well as the gap in knowledge that users face when a new technology or software emerges. We believe that user frustration is a significant issue that has consequences and implications in many areas. For instance, many policymakers discuss the digital divide, which is the growing gap between those who have access to computers and networks and those who do not. But even if universal access to technology is attained, users will still struggle with the technology. Even with up-to-date hardware and software, sufficient
training and documentation, and tech support, users may find computers difficult to use (Kraut, Scherlis, Mukhopadhyay, Manning, & Kiesler, 1996). This is unfortunate, because the use of well-designed, easy-to-use software, along with sufficient support and training, can make a measurable impact on people’s lives. A good example of using technological resources to improve the economic situations and overall lives of people is the community networking and software project developed at MIT for the residents of Camfield Estates, a low-income housing community in Roxbury, MA (Pinkett, 2002; see also chapters 6-8, this volume).
