Towards understanding the complex interplay of software tools, human behaviour and social structures in order to enhance the development and use of software tools.
So what can you do? Step one is focusing on your customer. They often don’t know what they want, which is fine. Sit down, listen to them, and I mean listen.
"Google can be considered a fusion of the startup and grad-school mentalities ... It's all been done before; the only thing that's really surprising is that Google has managed to make it scale."
I find it useful to draw a contrast between two different organizational development styles: "process-oriented" and "commitment-oriented" development...