Via Steve Eichert, two very interesting software essays:
Why Software Sucks: covers user expectations, developer skills, design vs. construction, and lots more. A quotable quote from this essay: "No matter what you do, someone, somewhere will think your software sucks" (and yes, this is true).
Subvert from Within: a user-focused employee guide: has advice on creating passionate users - I got out of this article a couple of tips for getting in touch with users of my software. And a great message in this article is the focus of software being to help users kick butt!
Both highly worth a read if you are a developer.