Managing user expectations on software projects: Lessons from the trenches

Stacie Petter

Research output: Contribution to journalArticlepeer-review

39 Scopus citations


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
Issue number7
StatePublished - Oct 2008


  • Managing projects
  • Managing stakeholders

ASJC Scopus subject areas

  • Business and International Management
  • Management of Technology and Innovation


Dive into the research topics of 'Managing user expectations on software projects: Lessons from the trenches'. Together they form a unique fingerprint.

Cite this