Early conversations about computer requirements: alternative approaches to understanding conversations between computer systems analysts and potential computer users, with a view to discovering what should be taught to computer experts about how to discover user's requirements

Computer systems analysts arrange to meet users to find out what is required of software to support an improved human x computer system. Bostrom (1989) successfully uses the precision model to help users explain what they want. Double-loop learning should help analysts hear what users say, but this is difficult to use (Salaway 1987). \nThis research found a majority of analysts had primitive models of users. First meetings are specially difficult: \na. Users rapidly pour out masses of information. \nb. Analysts experience cognitive overload. \nC. There is less opportunity to use reflective technique. \nThree discrete populations of analysts were detected: \nGROUP ANALYSTS 'VIEW OF PROBLEMS \nAl The analyst is the problem \nA2 Systems thinking aids this difficult task. Why won't my colleagues use it? \nAny problems are due to users \nIT MANAGERS' VIEW OF THIS ANALYST \nFew problems \nPerhaps naive \nVery effective \nHard to control \nToo often on users' side \nUsers complain \nAnalyst doesn't care \nIn order to introduce analysts to systems thinking about people, the following models were designed: \na. MENDAC, a cybernetic model of how people think while talking about computer requirements, designed to introduce technical experts to human-centered issues via the technical paradigm \n(avoids challenging the technical paradigm, because computer experts often reject human issues rather than question their \nexisting values and assumptions). \nb. Management of disconfirming evidence: a model of how people might, decide when they could risk double-loop learning. \nc. H-structures, a model of both views in arguments concerning values. This highlights assumptions of semantic equivalence \nbetween one side's fear and the other side's aspirations. \nREFERENCES in this abstract. \nBostrom,R.P. 1989, Successful application of communication techniques to improve the systems development process, \nInformation & Management,16,279-295. \nSalaway,G. 1987, An organisational learning approach to information systems development. \nMIS Quarterly,11,2,245-264.