Managing user expectations on software projects: Lessons from the trenches

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.