“I do not blame programmers for hard-to-use software, and I'm very sorry to have given any programmer a contrary impression. With few exceptions, the programmers I know are diligent and conscientious in their desire to please end users and are unceasing in their efforts to improve their programs' quality. Just like users, programmers are simply another victim of a flawed process that leaves them too little time, too many conflicting orders, and utterly insufficient guidance.”