In many organisations information systems are difficult to use and so underutilised that managers lose substantial productivity gains. Major problems stem from design processes based on an engineering paradigm; these are critically assessed. How to build the software interface through user...

The extent of the work‐station problem is reviewed and an attempt is made to separate myth from reality. The reported complaints are discussed and some likely causes are identified. It is argued that the problems are real and commonplace, but that they are preventable.