ESO wanted to address those problems, so officials asked researchers to use the data-flow system when they conduct observations. Researchers submit their observation plans in advance, and computers sort them and put them in a queue based on factors such as the weather conditions at the site of the Chilean telescopes. Observations are sent back via the Internet or hard disk, with data stored for general use after one year of proprietary use.

"We had to win people over, but it didn't take long," says Peter Quinn, head of ESO's data management and operations division.

ESO established a user support department early on to ensure that clients get the service they need. Meanwhile, ESO's IT staff collected requirements from users and converted those ideas into tools, says Michele Peron, head of the data-flow system department.

Still, there were some bumps, says David Silva, who heads the data-flow operations department. "In the beginning, people hated us," he says, adding that researchers complained in letters to the director general.

Instead of becoming defensive, the IT team worked out problems.