Chapter 7. How Craftsmanship Affects the Users of Systems

Crafted items are expected to work because they are the basis of the relationship between the user and the craftsman. Yes, crafted items have their own personality, but they are workable for the intended task. Even allowing for their special characteristics and personalities, crafted items are the items to which the users come back after trying the alternatives. Users trust their crafted items because they know the craftsman and can talk to that person if the need arises.

Knowing the craftsman is really important because it empowers the users to offer thanks, ask questions, and raise issues. Software developers share the human trait of liking to know that their work is appreciated and that ...

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