1.   Employees fear the unknown and therefore early training, progress reports and user involvement in the change process will help.

2.   Again, user involvement should help to lessen the likelihood of a general level of mistrust and a lack of confidence.

3.   The conventional methodology tends to pay lip service to user involvement.

4.   There is no mechanism to enforce user involvement and it is therefore often ignored or at best lip-service paid to it.

5.   Ultimately systems should be designed with user involvement at every stage, on a continuous and evolutionary basis.

6.   Any limited success our user network has had has needed to be given the resources to organise independently, and the commitment of senior management to support user involvement.

7.   Richard Gutch asks if Arthritis Care is the only organisation to welcome users as lay inspectors by inspection units as another opportunity for user involvement.

8.   The process of activating online is automated, and little user involvement is necessary.