From Avoidance to Action: IT Managers’ Information-Seeking Behaviors in Crisis

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.