Exploring the IT-User Gap: towards developing communication strategies

Abstract

It has long been recognized that a gap exists between IS developers and users. It has been called by many names, and a variety of solutions have been proposed to bridge the gap. Yet, despite these efforts the problem seems as pervasive as ever, and efforts to solve it have been limited in effectiveness. This paper explores the nature of the gap that leads to poor communication between IS developers and system users, and which has been cited as a principal reason why user requirements are not captured to the necessary level of detail and completeness, resulting in lower levels of system usability.