@christopherwgodowski, as someone who hasn’t been involved with web design etc. since Netscape was around, I don’t know how relevant what I have to say is. There are great points made by the other posters here.
Having been part of a project from the users’ perspective, I will chime in on what I think was the most difficult aspect of getting the right information. The external development team were trying to get something right that involved the Accounts team that I was a part of. Unfortunately, the developer or BA (can’t remember what his position was) had the same questions and unknowingly called my supervisor during busy periods.
I felt bad for both of them. I don’t think anyone was to blame but I think perhaps if it was communicated that the questions were designed to help them understand how everything works and therefore build a better product which meant less work for us in the long run, that would help. Oh and perhaps, he needed someone else to explain the concept to him. This is not to say that either one is dumb, I just think their thinking and communication styles were incompatible. Another thing sometimes, it’s really hard to schedule client interviews around other things like month end, producing important financial documents etc.