Executive Summary (This is a document excerpt)

Customer-facing rich Internet applications (RIAs) get a lot of attention. But the usability benefits RIAs offer can also have a major impact on the experience employees have with internal applications — and their productivity. To get the most from their workforces, firms should design employee-facing tools based on an understanding of target users and their goals, test current apps for usability problems, and look for opportunities to leverage RIAs' specific capabilities to improve usability.

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