The engineering manager faces a myriad assortment of challenges in today's global business environment. Traditional organizational structures must be adapted to accommodate the needs of increasingly virtual, technology-based work processes and structures. In this case study we explore the dynamics of building a virtual records management system by a federal agency and its constituent stakeholders. The man-machine interface poses challenges in both systems design and application. A fully integrated sociotechnical system may be impossible. Most often, the technology is the driver and the human elements of relationship management are under-evaluated in terms of system design. Managing stakeholder expectations in the face of this type of technology initiative are explored as interface points in the system. Systems engineering heuristics provide excellent guidance for the development of this type of sociotechnical system. Lessons learned offer guidance for increased effectiveness and risk reduction.