Want to change culture quickly? Create an environment of mutual respect, and encourage collaboration at all levels, including with IT professionals. Sure, you might encounter a little annoyance when you forget your password for the third time this week. But when it comes to the big stuff, you’ll have a better – and far more productive – relationship.
|Scooped by Don Dea|
As with most difficult relationships, there are two sides to the story. From their perspective, IT often feels:
- Like order takers. Internal customers come to the tech team and tell them what they want, without discussing whether it’s even possible and without inquiring about better alternatives; simply put, they do not respect the knowledge and expertise of IT.
- Ignored, especially when it comes to security. IT develops security policies and protocols to protect the business, when employees ignore directives or best practices, they feel disrespected (and could also face additional work and/or scrutiny from their supervisors).
- Frustrated by employees’ lack of knowledge — or willingness to learn. IT professionals are a wealth of knowledge. However, employees sometimes “just want things fixed” and aren’t interested in learning how to fix recurring issues themselves – or how to avoid those problems in the first place.
At the same time, employees often complain that IT:
- Develops policies without employee input. Employees often feel IT creates unnecessary roadblocks or implements solutions without consulting the people who actually use them.
- Communicates poorly. Not everyone has a technical background, but IT tends to use terminology that assumes they do. Or, when they explain something, they too often display a condescending or insulting demeanor.
- Long wait times. Employees call for help only when they have exhausted all other options, and get frustrated when they have to wait a long time for help.
Clearly, these issues are not present in all organizations. But for those that do have issues, what can be done?