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The Future of Software (1999)
Journal Article
Brereton, P., Budgen, D., Bennett, K., Munro, M., Layzell, P., Macaulay, L., Griffiths, D., & Stannett, C. (1999). The Future of Software. Communications of the ACM, 42(12), 78-84. https://doi.org/10.1145/322796.322813

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.