ABSTRACT
This chapter offers suggestions on how to mitigate these problems by improving mutual understanding between end users and systems developers. The traditional approach to information systems development (ISD) assumes that the process is both rational and systematic. Developers are expected to analyze a set of well-defined organizational problems and then develop and implement an information system (IS). The chapter examines the conventional wisdom of user involvement. It suggests that it is not a question of whether to involve the user but rather a question of how or why the user should be involved in the integrated systems development process. The chapter describes a framework for improving cooperation, communication, and mutual understanding. It provides a classification of user and developer relationships. The chapter describes how to assess, structure, and monitor the social relationship between users and developers.
