There is a lot of discussion about what ACM should be, often talking about what a “user” will want.  But there are many kinds of users who have many differing needs.  To break out of this trap, I don’t use the term “user”.  I use the term “case manager” or “knowledge worker” and when I say this, think of something like “artist”.   Like author Dan Pink says, knowledge workers are creative people like artists. Continue reading →