Page 36 -

ChaptEr 3

REQUIREMENTS ELICITATION TECHNIQUES AS
COMMUNICATION CHANNELS

A Framework to Widen the Window of Understanding

robErt m. fullEr and ChristophEr J. daVis

Abstract: This chapter highlights the criticality of communication in requirements elicitation. Using
the concept of channel expansion, a broad reclassification of requirements elicitation techniques
according to their communication emphasis is presented. This classification is used to develop
a model that can be used to diagnose the communication needs in a specific project setting and
to provide guidance in the selection of requirements elicitation techniques best suited to that set-
ting. The chapter offers suggestions for the practical application of the theoretic frameworks and
identifies fruitful avenues for future research.

Keywords: Elicitation, Communication, Intersubjectivity, Channel Expansion Theory
INTRODUCTION

Requirements elicitation remains one of the most important and challenging steps in systems
analysis and design. Difficulties in accurately identifying and capturing system requirements
continue to be encountered and have been identified as a major factor in the failure of 90 percent
of large software projects (Hayes, 2004; Standish Group, 1994). In this chapter, we explore com-
munication—one of the foundations on which systems analysis and design rests—in the process
of requirements elicitation. The focus on this phase of the analysis and design process is prompted
by the frequency and persistence of concerns about the adequacy of the tools and techniques used
and the important role requirements elicitation plays as a foundation for success in subsequent
design phases (Marakas and Elam, 1998; Roberts et al., 2005).
For requirements elicitation, a primary indicator of success is that requirements meet end-user
needs. However, this outcome has proved difficult to achieve because users frequently experi-
ence difficulty in fully articulating their needs—they either cannot explain them in a manner that
is readily intelligible by the analyst, or they have not been directly addressed by the analysts’
inquiries (Moores, Change, and Smith, 2004; Siau, 2004).
This dialogue between the analyst and the user during requirements elicitation is critical to
the success of information technology (IT) projects. As “gatherers” of requirements, systems
analysts assume that users know their business. However, ineffective communication during
requirements elicitation has persistently been blamed for information systems that disappoint

21