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In view of increasing demand for products and services that target mass markets, requirements analysts have begun emphasising the need for participation of end users and customers during elicitation. This article proposes the viewpoint\u2013participation\u2013technique model of requirements elicitation that integrates functions for strategizing elicitation participation and selecting elicitation techniques. A step-by-step approach to using the viewpoint\u2013participation\u2013technique model is then presented, and the model is illustrated through a case study of the elicitation process for an interlibrary loan service. 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