chap 10 : The new accounting system is operational, but feedbackfrom users has been negative. The most common complaint is that thesystem is not user-friendly. Some people in the IT department thinkthat more user training would solve the problem. However, Sam, theIT manager, is opposed to a fresh round of training. “Let’s justset up the network to monitor the users’ keystrokes and mouseclicks, and see what the patterns are,” he suggested. “We cananalyze the data and come up with tips and suggestions that wouldmake the system easier to use.” Your initial reaction is that Samis wrong, for two reasons. First,
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