Title: Who are the users? User categorisations and implications on building performance measurement

Authors: Nils O.E. Olsson; Geir K. Hansen; Siri Hunnes Blakstad

Addresses: Norwegian University of Science and Technology, N-7491 Trondheim, Norway ' Norwegian University of Science and Technology, N-7491 Trondheim, Norway ' SINTEF Community, N-7465 Trondheim, Norway

Abstract: The purpose of this article is to identify various types of users of buildings, and to discuss implications on building performance measurement. We propose a model and map user categories in buildings. Our research is based on a case study of user structures related to numerous buildings. Multiple sources of information are used, including document studies, interviews and observations. Results indicate that there are several types of users. We find that the question 'Who are the users? ' is not easy to answer in some cases and requires more nuanced answer. Measurement of building success in a user perspective needs to be done with care for who the users really are. Most of the literature on stakeholder management focuses on users as a single, easily defined and homogenous group. Our research challenges such a simplified perspective, especially for public sector projects.

Keywords: users; buildings; performance; measurement; categorisation; project; success; stakeholder; facilities management; evaluation; construction.

DOI: 10.1504/IJPSPM.2022.126408

International Journal of Public Sector Performance Management, 2022 Vol.10 No.4, pp.566 - 579

Received: 09 Dec 2019
Accepted: 19 Jan 2020
Published online: 26 Oct 2022 *

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