Intro_ lo

n a paradox experienced by many IT managers, organizational information systems (OISs) are implemented and function exactly as designed—a success by all objective measures—yet users are still disappointed and consider them unsuccessful. Exploring this paradox here, we recommend ways to reduce the root causes of such disappointment. Researchers and practitioners alike have long focused on the success of IT projects [9]. Measures of success include time and budget considerations, financial indicators, and usage rates. However, according to the Standish Group’s 2004 annual report of IT project resolution history (www.standishgroup. com), 29% of projects failed, and another 53% were “challenged.” Only 18% were deemed by respondents to have been successful. A failure rate as high as this or indeed a success rate as low as this would not be tolerated in any other industry. Yet, according to the same study, the rates for failed, challenged, and successful IT projects have been virtually unchanged since the mid-1990s. Could it be that IT professionals simply deliver bad products and poor services? Of course not, but what Avoid market failure by aligning system performance with stakeholder expectations. HOW TO AVOID DISAPPOINTMENT BY DESIGN BY DORIT NEVO AND MICHAEL R. WADE