Using communication theory for systems design: A model for eliciting information requirements

Abstract

The paper presents a conceptual model of effective communication as applied to systems analysts when they elicit information requirements for systems design. The model extends earlier works on effective interpersonal communication developed in informal social settings to formal, task-oriented environments. The main objective of this paper is to understand the nature of the interactive processes involved in communication behaviors and to link these processes with their outcomes. To attain the objective, a descriptive model of effective communication was articulated. The model conceptualizes that, in effective communication, goal achievement is a function of mutual understanding. The key factors influencing mutual understanding are client orientation, transaction management, rapport, task complexity, and client communication skills. Client orientation and transaction management are in turn affected by the performance skills of systems analysts. Finally, goal achievement and rapport affect the level of communication satisfaction. The paper also suggests operational variables for components of the model.