This case study reports observations on the work patterns of eighteen administrative managers and professionals as they use and anticipate using computer-based function at the San Jose Research Laboratory. The purpose of this research is to understand what it is that these people do in ca rry i ng out their roles, and based on that understanding, to interpret requi rements for office tool s. Data was gathered through structured interviews based on use of the Critical Success Factor method and the Office Analysi s Methodol ogy. General requirements are described responding to the observed variety and diversity of tasks within jobs: 1) reliable system operation, 2) stable frame of reference, 3) invisible placement of function, 4) locating data stored in diverse sources, 5) flexible access to various services, 6) support for rapid scanning, 7) "minding and reminding," and 8) stringing together diverse functions.