Eliciting quality information for software development: an empirical study of the process

The success and power of advanced information systems critically depend upon the quality of the information acquired about the knowledge domain. Effective communication between systems analysts and their clients plays a fundamental role in setting the stage for software quality. Effective communication facilitates co-ordination and co-operation. It also establishes mutual understanding and perceptions that are essential to systems success. The paper contributes to a theory of effective communication for systems analysts when they elicit information requirements for systems design. The model was tested empirically using a content analysis strategy which involved the collection of videotaped protocols that showed verbal and nonverbal communication behaviours of systems analysts. Qualitative findings based on idiosyncratic behaviors were also used for analyzing effective communication. The limitations of this study and its implications for future research are discussed