Managing user expectations on software projects: Lessons from the trenches

Stacie Petter

Research output: Contribution to journalArticle

37 Scopus citations

Abstract

Prior research has demonstrated that inappropriate user expectations can have a downstream effect on the use of and user satisfaction with an information system. Although several studies have examined the importance of managing user expectations, there has been little work on how project managers can and should manage user expectations on a software project. In this research, software project managers were interviewed to discover the strategies and tactics that were successful and not-as-successful in managing user expectations. Three general strategies for managing user expectations were identified: user involvement, leadership, and trust. These findings as well as the implications for researchers and practitioners are discussed.

Original languageEnglish (US)
Pages (from-to)700-712
Number of pages13
JournalInternational Journal of Project Management
Volume26
Issue number7
DOIs
StatePublished - Oct 2008

Keywords

  • Managing projects
  • Managing stakeholders

ASJC Scopus subject areas

  • Business and International Management
  • Management of Technology and Innovation

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