The future of software
Pearl Brereton, DAVID E. BUDGEN, Keith Bennnett, Malcolm Munro, Paul J. Layzell, Linda S. Macaulay, David Griffiths, Charles Stannett · Communications of the ACM · 1999
Companies like British Telecommunications whose business is based on the performance of their software systems, should emphasize accessibility, adaptability, transparency, fail-safe operation, and a human face.