Princess Fix IT

I not only found this article spot on, but quite relevant to some of the issues that reside within my own department. Many IT departments are found facing these exact problems. Working with a user base is very difficult. The line between standing your ground with valid policy and hindering the user community?s development can become hazy.

The point I found most important is the following:

?Two-thirds of executives believe IT managers don't understand their business needs or their companies failed to adequately coordinate business and IT changes.?

Frankly, I?m surprised it wasn't more than two-thirds. The main problem between IT and user relations is just that...it's IT and users. They are notoriously poor communicators with each other so it stands to reason that this would be an outstanding concern. You can blame this on a few things...

IT folk aren't known for their stellar communication skills. I believe this is a stereotype soon to be part of the past, but all the same, it is a stereotype for a reason.

Users seldom care about the ins and outs of the issues at hand, thus adding to a level of pressure which leads to ignorant conclusions and at times, yelling and irrational finger pointing.

Both of these factors can lead to minor or major blow ups between the two camps and further along poor relations neither side easily forgets.

IT is a service organization. Period. Our job, nay, our duty is to contribute to the acceleration of production and ease of the users. But don't get too far ahead of yourself dear reader, there are limits. Many users forget there are concerns other than themselves. A lot goes on behind the scenes that necessitates the need for Policy. I hate Policy, but it is a necessary evil. Enforcing Policy is an absolute drag. Our job, as IT folk is to hold true to Policy, but get the user what they need. That, dear reader, is what we call a ?workaround?.

Users forget at times IT departments are not there for random attacks of abuse and blame. Indeed, IT departments do fuck up just like any other organization, but they also do plenty of good. Plenty. (Try to remember that the next time you get an answer you don't want to hear....remember all the times some tech bent over backwards to make sure you got what you needed). And yes, you can switch it around as well. Sometimes we IT drones forget our purpose is to help and we let pride and impatience get in the way. We often say, a lack of planning on your part, does not constitute an emergency on mine. Aha! Indeed it does. That's the trap we lay out for ourselves. For users will always fuck up and fail to plan one thing or another. We have jobs because of this very fact, Thus, this means we do in fact, need to look past the unorganized user, check ourselves and just do our job and help clean up the mess. As much as we might want to say, we told you so or why didn't you think of this before, we don't because it's the last thing a user needs to hear in a time of dire need.

Communication is absolutely essential in user relations. If we don't understand what our users do on a regular basis, the tools they need to perform or their opinions and needs, then we will fail as an IT department. Communication can be tricky. Time is certainly a factor in good communication but willingness to work together is vital. Every IT department, specifically my own, could benefit from more exposure to the field our users work in and what they need to excel. Might I add, communicating via email is not the answer, but quite the opposite. It can lead to more problems than solutions. Users, don't be afraid to approach your IT department for a face to face meeting and openly discuss your issues. IT folk, don't fear these users, after all, they have needs and you are the Knight in Shining Armor they rely upon. I just stress to both the following...

Try to do it nicely and patiently. Follow the House Rules and don't be a dick. Both sides will grow together and before you know it, things are movin right along.

And I suppose that's all I have to say 'bout that.