SAGE's President George Nicholson has a great saying: "if the client doesn't understand, then we haven't explained it correctly."

It reminds us that the users is the ultimate arbiter of what works and what doesn't. We can't scapegoat our poor design or overly complex solution on user's who just "don't get it." Whether it is helping them understand technologies that can have bottom-line impact, designing solutions that match the user's technical abilities, or providing support such as training or help desk, we in IT have to go the extra mile for the end user, not the other way around.