From a piece in the Guardian, ostensibly a review of the new Nokia Lumia 800 Windows phone…

In my time working as as software consultant, I’ve been to many clients where cells of users act in resistance to new software rollout. (Yes, some software resisted against has been mine.) We know this happens because the software doesn’t build trust with the users. Click this button when filling out a quote and the quote is lost, or print a report and the paper size is set wrong so the paper won’t emerge without manual intervention. Or how about management insisting on a way of working that doesn’t fit with reality on the factory floor? There are thousands of examples of software projects that failed because they did not win the user’s trust.

Words for the coming year, indeed.