the analyst works with programmers to develop any original software that is needed. During this phase the analyst works with users to develop effective documentation for software, including procedure manuals, online help, and Web sites featuring Frequently Asked Questions (FAQs), on Read Me files shipped with new software. Because users are involved from the beginning, phase documentation should address the questions they have raised and solved jointly with the analyst. Documentation tells users how to use software and what to do if software problems occur.