http://www.disambiguity.com/empathy/
"The person creating the IA must genuinely care about understanding the people who will use the site, and be willing to represent their needs (and go into bat for them when the pressure is on)."
http://www.disambiguity.com/empathy/
"The person creating the IA must genuinely care about understanding the people who will use the site, and be willing to represent their needs (and go into bat for them when the pressure is on)."