Sometimes discussion of clients appears negative.
However, it is not intended to criticize or demean them.
It is intended to sensitize us to the client's motivations and perceptions.
«Client» is deliberately ambiguous.
«Client» may mean any or all of:
System «Owner»
* responsible for the environment in which project will function
* those who set goals
System Manager
* those who set objectives
* typically your contact
System User
A.K.A. «End User»
* those who achieve objectives
* internal users
* external users - common with WWW
Entire Organization
Pitfalls
abound in client relationships!
Pitfalls
can ruin projects!
Pitfalls
are not to blame if you fall in (and neither is the client)!
If the project fails because the client
fails to communicate clearly,
it is your fault!
If the project fails because the client
has muddy goals and objectives,
it is your fault!
If the project fails because the client
incorrectly describes the real problem,
it is your fault!
A client who:
* confuses symptom, disease, and treatment
* does not see scope of the problem
does not communicate scope of the problem
time
people
process
* ignores conditions & exceptions
* describes normative, not actual, behavior
* incorrectly perceives information requirements
derived data
generalizations
temporal data
* resists computerization because of fear of:
«computer phobia»
loss of job
loss of control
* «knows just enough to be dangerous»
1. Recognize different perspectives
2. Fully understand client's perspective:
o domain
o organization & operation
o biases
3. Transform to IS perspective
o use standard conceptual framework
4. Anticipate
* Recognize terminology used by the client
* domain-specific
* jargon
* idiosyncrasies
* Adopt that terminology when dealing with client
* Translate «tech-speak» into common parlance
* Add to client's vocabulary when the word carries a new idea (or a new distinction)
* Goal is communication;
* you are the one to facilitate that!
* Ontologies
* originally, a branch of philosophy
* now, representing interlinked words & meanings
* central to «Semantic Web»
Responsibility:
* Clients have their jobs to do;
an IS is only to support these jobs.
* Your job is the specification, design, and implementation of the IS.
Fixing the Target:
* The Requirements Specification will define what you consider a successful project.
* The Client Agreement says this can't be changed without your acquiescence.
The Lighter Side views of system
In spite of what has been said, certain general practices are bad management:
* Use IS to reinforce poor practice
* Hidden agenda
These are reasons to walk (or run) away from a project.
In commercial settings:
=> Client representative on systems analysis team
In Information Systems class:
* Engage the client
o Precision, not overwhelming details
* Examples and metaphors
choose these carefully
+ Formal feedback on specifications
Also, make client confident in you:
* Present yourself professionally
appearance
organization
speaking & writing
* Be knowledgeable
Client must have confidence in you
Build confidence by:
* knowing the client's area
* appearing professional
[] knowledge
[] personal presence
Maintain confidence by:
* meeting expectations
Interviewing
Observation
Documents
moving down above lists tends to move from Feasibility Study toward Requirements Specification
Whom to interview/observe:
* executives
* managers & administrative staff
* operational staff (clerical, shop floor, etc.)
What to ask/look for:
* information passed or processed
* decisions that are made
why
when
based on what
* business plans (or equivalent)
* policies & procedures
* job descriptions
* forms, reports, etc.
* existing computer programs and databases
Before Interview
plan and schedule interview
prepare for interview
During Interview
open interview
body of interview
close interview
After Interview
review what was said
follow-up for clarification and elaboration
* Arranging the Interview
[] inform the client
[] indicate the topic
* Planning
[] define the topic
[] organize your questions
[] designate roles to team members
* Preparing
[] learn about the client's business area
[] learn about the client's organization
[] memorize clients' names
* Opening
[] introduce team - in broadest sense
[] summarize previous meetings findings
(if applicable)
[] introduce the topics
* Conducting
[] make clients feel they are
participants in the solution
[] take notes, but listen!
[] keep it short
[] keep it focused
* but let the client talk
* Closing
[] summarize
[] thank clients for their time
Immediately
* Review
[] organize your notes with a partner
[] summarize findings
* Identify Points still Unclear
[] starting point for the next interview
* Evaluate your Performance
[] content (product)
[] human interactions (process)
© Copyright Edward Robertson, 2108-9-10