Telecommunication standardisation-do we really need the user?

Almost regularly do voluntary standardisation bodies issue calls for increased user participation in their work groups. This paper challenges such calls: first, it suggests that users are in no position to provide meaningful requirements on a new IT service from the outset, simply because of a lack of necessary experience. Second, the paper argues that an unconditional 'call for users', even if it were answered, would probably be counter-productive, in that a simple increase of the number of users on the committees would not necessarily increase the number of user representatives, but of company delegates. This is explained drawing upon evidence put forward by innovation theory. The views presented have been compiled through a number of interviews with representatives of both, large companies and standards setting organisations. The case of electronic mail is used to illustrate the arguments.