The mismatch between technology planning and user needs

The professional and trade literature about computing as work activity obscures key features of the daily context in which computing technology is used. Organizational managers and their superiors in charge of this technology lack a clear understanding of the mundane context of people's work and computer use. Consequently, they misunderstand the issues surrounding its use and adoption, and, absent a more realistic view, will be unable to deliver on their and its promises of significantly improved productivity.