First Advisor

Bowles, Robert

Second Advisor

Plantz-Masters, Shari

Third Advisor

Likarish, Daniel M.


College for Professional Studies

Degree Name

MS Information Technology Management


School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

58 pages


This empirical case study examined the Digital Divide (the knowledge gaps between General Users and ICT) in the setting of two mid-sized, AV-rated, law firms (252 employees) located in Nevada. Specific attention was focused on the relationships of IT professionals (Techies) to General Users in closing the Digital Divide. A total of 138 respondents were divided into 130 General Users and 8 Techies. Each respondent completed a questionnaire, which was delivered and compiled by Most General Users (71%) were female. The most likely to be successful with ICT began using ICT at an early age, reported a high level of comfort/ability with ICT, had access to ICT at home and used ICT both at work and at home. Also, they expressed positive attitudes about ICT. Younger General Users tended to report earlier ICT exposure, as well as more home usage of ICT. These younger General Users also expressed more positive attitudes towards ICT than their older counterparts. Most Techies (88%) were male. They had an average of 12 years of experience in their jobs. Techies spent more time fixing ICT knowledge gaps (one-to-one) than they spent on individualized or group training sessions combined. Techies reported being more reactive than proactive, due to the urgency of most support ticket requests. Measurement systems are needed to gauge the cost and efficiency of Techie interactions with General Users. Also, management should take action to protect Techies from burnout, given the constant demands of crisis intervention. Management tools were developed which can assure more objectivity in the process of bridging the Digital Divide. Specific formulas are included for calculation of: Techie Staffing Ratio (30 General Users: 1 Techie was reported); Techie Cost per General User ($2200-$2600 was reported); and Techie Cost Coefficient, which assists in comparing the relative value of any proposed outsourced initiative.

Date of Award

Fall 2010

Location (Creation)

Denver, Colorado

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.