Users In The Development Cycle: Effective Project Communication
http://www.boxesandarrows.com/archives/users_in_the_development_cycle_effective_project_communication.php

Palmisano, Salvatore
Boxes and Arrows
2002

Abstract:

Don't be another project manager who thinks end users have no place in the development cycle. Get the right information from the right people and make sure your team has everything they need to do their jobs properly. When your application is loved by all and you're responsible for its success, your entire team will thank you for it.