Internetworld ...usability is not concerned with assigning blame but with defending users and their rights to a pleasant and effective user experience. Users don't care who is to blame for a delay. All they care about is the time they have to spend solving their problem. Also, when considering whether to use WAP today or in the foreseeable future, one has to take into account the network technology that is actually in use around the world.

Jakob Nielsen, "Nielsen on Usability: Testing Tips and Notes on Task Time," Internetworld, 17 Jan 2001.