2026-05-22T02:32:17Zhttps://keep.lib.asu.edu/oai/requestoai:keep.lib.asu.edu:node-1717352024-12-23T18:01:48Zoai_pmh:alloai_pmh:repo_items171735
https://hdl.handle.net/2286/R.2.N.171735
http://rightsstatements.org/vocab/InC/1.0/
All Rights Reserved
2022
103 pages
Masters Thesis
Academic theses
Text
eng
Noyes-Williams, Christine Victoria
Trinh, Mai
Akpan-Obang, Patience
Hofer, Erik
Arizona State University
Partial requirement for: M.S., Arizona State University, 2022
Field of study: Leadership and Innovation
This study demonstrates how knowing the digital literacy of those they serve helps information communications technology (ICT) leaders adjust their perspective-taking. Using a pre-and post-survey design assessing ICT leaders on changes in their thinking around key responsibility areas: support during new software adoption, troubleshooting an issue and preparing for a system upgrade. The study used a self and other-rated paired survey model using Computer Attitude Scale and Computer Self-Efficacy instruments to measure ICT leaders and those they serve. 31 ICT leaders at a west coast university participated in this study, and 85 non-ICT workers whom the ICT leaders serve. 31 ICT leaders at a west coast university participated in this study, along with 85 non-ICT workers who the ICT leaders serve. This study indicates that ICT leaders did indeed view the laypeople's digital literacy differently than the laypeople did. And that by showing ICT leaders the differences, they adjusted their support expectations according to the laypeople's self-ratings.
technical communication
Organizational Behavior
Information Technology
Computers
Laypeople
Leadership
Novice
Perspective-taking
Technology
"Did You Turn It Off and On Again?" Assessing How Knowing the Digital Literacy of Laypeople Changes Expert Leaders' Decision-Making