Purpose – The purpose of this paper is to provide and develop a comprehensive and holistic understanding of the working relationship between the in-house IT department and other parts of the business. Design/methodology/approach – In this paper, IT professionals and internal customers at...

The use of formal models such as Role Activity Diagrams (RADs) for analysing a process often hide what really happens during that process. In this paper, we build on previous research on informal aspects of the prototyping process and look at the key concerns that prototypers had during the...