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From Avoidance to Action: IT Managers’ Information-Seeking Behaviors in Crisis
Ghazal Hussain, Rasleen Kaur, Shuyuan Ho
IT managers often face significant uncertainty and unique challenges in their roles. This study explores how they seek information during such uncertain times. Using a qualitative approach, we conducted 12 semi-structured interviews with IT managers to examine how they navigate uncertainty in technical crises. This study adopts Theory of Motivated Information Management to explore their information-seeking behaviors. The findings reveal that IT managers experience uncertainty-induced anxiety and predominantly engage in proactive information-seeking behaviors rather than reactive. However, these processes can lead to cognitive load and decision paralysis. Additionally, IT managers show a strong dependence on their teams, with psychological safety emerging as a critical factor in their working style.
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