Problem
The new accounting system is operational, but feedback from users has been negative. The most common complaint is that the system is not user-friendly. Some people in the IT department think that more user training would solve the problem. However, the IT manager is opposed to a fresh round of training. "Let's just set up the network to monitor the users' keystrokes and mouse clicks, and see what the patterns are," he suggested. "We can analyze the data and come up with tips and suggestions that would make the system easier to use." include references.