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Wireless Networking Handbook
(Publisher: Macmillan Computer Publishing)
Author(s): Jim Geier
ISBN: 156205631x
Publication Date: 09/01/96

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NOTE:  

In some cases, reviewing needs of users will identify weaknesses in the current business processes, motivating business process reengineering, which is a realignment of the way a company operates. In fact, the introduction of wireless networking makes it possible to redesign the current paper-intensive methods to a more mobile and electronic form.


Interviewing Techniques

The interviews should determine the organization’s structure, departmental missions, work flow, user profiles, and existing system attributes. Before conducting an interview with a particular set of users, be sure to get permission from their manager. Having the boss’s buy-in to the project can result in a better response from the interviewees.

Ask managers the questions relating to the mission and major functions of the staff. Questions you ask the staff should be more specific, relating mainly to the individual. However, be certain you interview a truly representative group of users and don’t miss any unique needs.

A day or two before the interview, draft a set of questions and distribute them to give the users time to prepare answers. The following is a sample set of questions:

Questions for Managers

  What are the functions and major activities of your staff?
  How does your organization interface with other organizations within your company?
  What is your current staffing level? What is the projected level?
  Is your staff’s work environment under constant construction?
  Does your organization rearrange desks frequently?
  What are your staff’s needs for a new system (applications and network)?
  What security policies does your organization follow?
  What funds are available for this implementation?
  What schedule constraints exist for this project?
  What local, state, and federal regulations exist that might influence the project?

Also, if the manager is to be a system user, ask her the following questions as well.

Questions for Users

  What tasks do you perform? How do you accomplish these tasks? How do your tasks interface with tasks that other people perform?
  What mobility do you require when performing your day-to-day activities?
  Do you travel? If yes, how often do you travel and where do you travel to?
  What internal and external systems to your organization do you need to access?
  With which internal and external people do you need to communicate?
  Which types (data, voice, imagery, video), formats (DOC, PIF, GIF, JPEG), and methods (FTP, e-mail, postal mail) do you use to exchange information?
  What type of computer do you use? Desktop or portable? CPU type, amount of RAM, size of hard drive?
  What applications are you currently utilizing? Where do these applications reside (desktop, server, mainframe)?
  What is your experience using client-server applications?
  What systems (hardware and software) are currently supporting the applications you utilize?
  What system availability do you require to perform your tasks?
  What are your needs for information security?
  What are your needs for a new system (applications or network)?
  What schedule constraints exist for this project?

Be sure to schedule an appointment with the potential user and arrive on time. People are busy—you don’t want to waste their time or be inconsiderate.


TIP:  

If possible, have two interviewers during the interview: one to ask questions and the other to take notes. This ensures the capturing of all comments. A recording device, such as an audio tape recorder, can prove beneficial; however, they can intimidate some interviewees.


Written Surveys

A written survey is another method for gathering user needs. The process is as follows: write a series of questions that probe the potential user for information that will enable you to assess specific needs, distribute the survey via mail, and insist that people complete the surveys and return them. Unfortunately, this process often doesn’t work as expected. It is extremely difficult and time-consuming to write questions that elicit usable responses. Also, many people will not complete the survey; typical return rates on written surveys are 10–15 percent. As a result, you should stick with personal interviews.

Defining the Business Processes

After you gather information from the managers and users, you should define the business processes; that is, document the function of each organization, the tasks each user or group of users perform, and the types of information people and groups exchange. This process assists you when defining the information flow requirements. As mentioned previously, the level of detail of gathering information depends on whether the project is developing an application or using strictly off-the-shelf products.

Reviewing Existing Systems

User needs are only part of the requirements—existing systems also portray important requirements. Reviewing existing systems helps you to define the system interface and operational support. To review existing systems, begin by interviewing the Corporate Information System (CIS) managers and review system documentation, as discussed in the following sections.

Interviewing Corporate Information Systems Managers

Corporate Information Systems managers, including people in charge of applications development, system implementation, and the mainframe data center, are the best sources of information about the existing systems. Again, interviewing is the best method to use. You should follow the same recommendations described for interviewing users, but your questions should focus more on the technical information.

Following are sample questions for interviewing CIS managers:


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