What Do Users Really Want? Part II: The 30-Day Letter

Data processing systems development consultants frequently fail to communicate with their customers to find out what they really want. The main problem is that customers fear change, and that fear is based on uncertainty. The consultant should identify the source of that uncertainty. The customer might be uncertain about whether the project can be done or about whether the project deadline can be met. The consultant must try to reduce that uncertainty, and then provide insurance by making sure the customer can return to the original system should the new one prove unacceptable. To distinguish customer wants from customer expectations, the consultant should request information about the wants on a regular basis. It is sometimes necessary to ''let go'' of a difficult situation, but frequently, after the consultant admits his failure to understand the customer's needs, that customer suddenly becomes more cooperative and informative, and the project proceeds to completion.