Journal of Information Technology

Document Type



As the costs of computer systems continue to rise, and the commercial advantages become harder to maintain, the implementation of IT projects is coming under close scrutiny. An analysis of the methods used at Penguin Books suggests that a coherent, carefully planned programme, giving priority to the needs of the end-users, can greatly improve the levels of efficiency and reduce support costs once the system goes live. This article outlines the steps taken in drawing up an integrated package of research, documentation and training, and explains how the users were encouraged to contribute to the design of the overall implementation programme. The methods described are put forward as a means of reducing the massive costs currently incurred by implementing new systems, and improving the return on this investment. By prioritizing the role of the user, this article offers a coherent solution to some of the current IT investment problems.