Information Technology Does Not Work (by Itself)

Information system builders (equivalent to automobile engineers and mechanics) need to remind themselves over and over again that what may be simple or elegant for them can infuriate and alienate their customers (the drivers).

The key issue is not technology but mind-set: learning to see system efforts through the eyes of their intended users.

The key message to remember with every attempted improvement is don’t make it worse.

The visibility of such problems becomes higher and higher with each introduction of more end-user computing. System drivers familiar with iPads and Google are not going to be satisfied with toy computing systems they are given at work by too many organizations.


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