Are your lights on?

is an excellent book edited by Donald Gause and Jerry Weinberg (isbn 0-932633-16-1). As usual I'm going to quote from a few pages:
Having followed our natural problem-solving tendencies, we have rushed right into solutions. Perhaps it would be wiser to ask a few questions before stating answers.
A problem is a difference between things as desired and things as perceived.
Don't take their solution method for a problem definition.
Each solution is the source of the next problem.
Designers - special people whose job it is to solve problems, in advance, for other people.
Approaching public servants with courtesy and respect for their humanity and competence will, for the most part, evoke humanity and competence.
The source of the problem is most often within you.
The source of a problem often contains some key element in its resolution.
In spite of appearances, people seldom know what they want until you give what they ask for.
We never have enough time to do it right, but we always have enough time to do it over.

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