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Figure 3.2 Knowledge Bases and Communication Focus

ments elicitation process and is based on the analyst’s understanding of the application domain
and organizational context (usually where the user is expert). As a result, it highlights the types
of communication interaction and focus given the analyst’s understanding and experience within
context and domain where requirements are to be understood. Where the organizational context
and application domain is well understood, the communication is more focused on a verification of
the conspicuous requirements. Where there is a hybrid or mix of understandings, the communica-
tion must take on a more collaborative focus, where the analyst must both apply his or her own
experience and rely on experiences of the user to understand requirements. Finally, where there
are higher levels of unfamiliarity with the organization context and/or application domain, the
communication must have a more generative focus, enabling mutual discovery of requirements.
In combination, Figures 3.1 and 3.2 highlight the need for awareness of both communication
constraints and opportunities in requirements elicitation. They can be used as a framework for the
selection and combination of requirements elicitation techniques. Consider the following brief
scenario. An experienced systems analyst is invited to undertake a project to develop a Web-
based front end to the database system in use in a general medical practitioner’s office. Although
competent in both database and Web design, and familiar with the business processes of an HMO
through experience as a patient, the analyst would almost certainly be unfamiliar with the meaning
and use of the clinical coding schema central to the diagnostic, treatment, reporting, and billing
procedures. The analyst’s preliminary work with the users should identify a need to apply the us-
ers’ experience—individually and collectively—to increase his/her contextual knowledge. Thus,
this project would be located in quadrant (c) of Figure 3.1.