Chapter Seven. Challenge #6: Communicating With Customers-And Users


“Why doesn’t this %$@# system work?” is an often-heard phrase, right along with, “Please be patient with us. We just installed a new computer system.” Does this make sense? Isn’t the purpose of all this technology to make work easier, not harder? Not if you talk to the typical information system end-user.

The system users will tell you what it’s like in the trenches when a system misses the mark. You will hear stories about piles of paperwork because the system is too slow to process the normal daily work load. You will hear about processes that used to be efficient before the new system was installed.

Why does this happen? One major reason is that the customer and ...

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