The three ways users experience IT

The quality of business relationships is based on much more than the quality of the products and services we deliver

To really learn from mistakes, people must feel safe, which requires more than just being safe

The challenges of the ungrounded middle need to be better appreciated and managed

Despite signs of economic optimism, it will take time for the rising tides to float the IT boat

Although many companies are now reporting profits, it seems that we’re in for at least another year of tough times

My own experience has taught me that most people don’t really absorb the lessons that their experience offers

When IT managers try to fix a problem by attacking symptoms, they can end up making it more intractable than ever