What is an important question a support analyst must continually ask as he or she tries to clarify the problem in a user needs assessment? Explain why it is an important question.
What will be an ideal response?
"Do I really understand the problem I'm trying to solve for this user?" is a question that should guide a needs analysis from beginning to end. For example, a user may complain that the accounting application does not work correctly and that replacement with one that is more robust-that doesn't hang up his PC like the current one does-is desirable. If the real problem is the accounting program, the user may have correctly deduced that he needs new software. However, the problem may actually be related to the way the existing program is configured to operate on the user's PC or in a network environment. To recommend replacing expensive hardware or software when the real problem is something else can be a costly mistake. Therefore, clearly defining the root or underlying problem is critical to any user needs analysis.
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