Abstract
This paper discusses ways to break out of the vicious cycle that can result when IT expectations exceed IT resources: users are disappointed by IT professionals; IT professionals feel unappreciated and become more open to external job offers. The authors identify two kinds of efforts to improve this situation: (1) creating a shared perspective, and (2) redesigning specific aspects of the system. In discussing targeted redesign, the authors focus on factors that (1) affect the ability to provide appropriate compensation, (2) help match supply and demand for service, (3) prevent crises, and (4) support professional development. The paper also includes tables which highlight identified problems and suggest possible solutions.