White paper

End User Understanding: Do not guess what End Users Do or Think. Ask and Monitor

Business Intelligence
Participating Analyst: 
ETM analyst

How many times have you had issues with regard to what End Users think, use or know about a service or a system? In addition how can you reply when a lead sponsor tells you; “All users are fed up/upset/frustrated, etc.” If you are faced with this situation then do not be defensive but make sure you have a fact base on which to validate these feelings