● Encourage users to speak up. Don't assume they understand that they carry equal authority on the team.
● Ask probing questions about how users do their work, even about points that seem obvious. Ask why they so something as well as "what" and "how."
● Do state the obvious (once, at least). Don't assume that something is "common knowledge."
● Ask for clarification. Don't assume you are the only one confused. If users start talking office-lingo, bring them gently back down to Earth.
● Restate the user's points in your own words to make sure you understand each other.
● Avoid technical explanations and computer jargon. if you must use technical terminology, provide a list of terms and definitions.
● Mention problems that you see when you see them. Don't assume that users are not mentioning something because it's okay.
● Be clear about your schedule for implementing features. Provide frequent opportunities to reevaluate and discuss the "to do " list.
● Make a distinction between features which will not be implemented because they are technically impossible and those for which there simply isn't time. Be gentle when dealing with ideas which are impractical.
● Be open to ideas and maintain a non-judgmental stance.
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