29
Fri, Nov
0 New Articles

IT's Ivory Tower of Babel or Corporate HR Policies Gone Bad?

Commentary
Typography
  • Smaller Small Medium Big Bigger
  • Default Helvetica Segoe Georgia Times

A couple of articles recently caught my attention and sparked my curiosity, particularly the February 27, 2007, article by Shamus McGillicuddy in SearchCIO.com entitled "People Skills Outrank Tech Skills, Researcher Says." Exchanging its Magic Quadrant for a crystal ball, Gartner, Inc. predicts that by "2010, the demand for IT infrastructure and services expertise will shrink by 30% or more...[while] demand for business process and relationship management skills will double." An article by Lisa Von Ahn of Reuters from January 3, 2007, entitled "Programmers to Blame for Hard-to-Use Software," was another.

Just Because Gartner Said So

Everyone in the IT industry acknowledges that Gartner is the 900-lb. gorilla. And when Gartner speaks, everyone listens. After all, Gartner provides numbers, and you can hang your fedora on numbers. Right? Maybe not. After all, who really knows where the industry, let alone the world, will be in 2010? Gartner? Take your best guess.

Many IT advisory services and analysts, including yours truly, have waxed long and poetic on the virtues of cross-training IT employees. We have tenaciously sputtered all kinds of wisdom regarding the benefits of IT people learning skills such as communicating and writing in business language (instead of cryptic hieroglyphs and IT doublespeak) and understanding the business in which they work so they can make suggestions for systems and write programs that are actually relevant and will benefit and differentiate the business. Moreover, we have also suggested over the years that IT people be circulated throughout the business to learn not only new skills, but the perspectives of their brethren, customers, and stakeholders.

Now, however, it's time to suggest something a tad more radical. The imbalance is not necessarily in the IT organization, but rather in the business units. The industry has been in a paradigm shift (funny thing about those paradigms; they're always shifting) for more than 20 years, and the transformation is almost complete. We have moved from the industrial to the information age, and there's no going back.

Some might argue that it is an incontrovertible fact that we have been inured in the information age now for more than 10 years. While that might be true, most people have been in abject denial. Have you ever wondered why customer service representatives (if you can actually connect to a living person) always tell you that the reason for the screw-up with your order or account is a "computer error"? The disenfranchised computer is the premier business scapegoat—bar none. "The computer" has covered and continues to cover for negligence and incompetence. It's time to change all this.

It's the Training, Stupid

Many employees—be they knowledge workers, administrators, customer service representatives, marketeers, salespeople, or even executives—are just not trained in how to use their enterprise application systems or their personal productivity tools. Period. This is not IT's problem; IT has a whole host of other problems, such as keeping the business up and running.

For the most part, it is not IT that decides which applications to implement; it just deploys them. In addition, IT, especially in the SMB, does not have input into setting the magic budget numbers (that is the domain of the bean counters, who know nothing about IT). So it's the business units, which, in their finite wisdom, don't see that budgeting both time and money for employee training is paramount. These people should be replaced with competent people who understand the value of enterprise application systems and the greater value of employees learning how to competently use them. It has been reiterated ad nauseam that businesses don't use upward of 50% of their application capabilities, yet executives continually seek some panacea, simply scapegoat IT, or hide their heads in their tushes.

Many businesses—both large and small/medium—are guilty of this. However, large enterprises have the resources to more readily correct this than SMB organizations do. Larger enterprises also have advocates who are stakeholders and who can endorse and enforce a training edict. Most SMB organizations do not have people with this kind of foresight or clout, and even if they do, many times they are just shot down.

Bottom line: It is not that IT people must learn business skills (they have been evolving), but that business people must learn IT skills to correctly use the IT systems, stop hiding behind ignorance and apathy, and step up to the plate.

Communication, Communication, Communication

The aforementioned article "Programmers to Blame for Hard-to-Use Software" also grabbed my attention and incited my wrath because it portrays programmers as the sole culprits in some geek conspiracy to obfuscate users of their software. Programmers do not program in a void. They are given specs from business units, and then they write code, and then that code is supposed to be tested and put through some kind of QA process. This is pretty much the workflow. If GIGO (i.e., garbage in, garbage out) is the norm, the software company won't be in business long, and/or its customers will vote with their fingertips and go elsewhere to Web sites that are more customer-friendly. Again, if companies would invest the time and money in cross-training their IT people, maybe there would be better software/Web site outcomes. It also helps if the company has some idea of what it wants to promote to customers and prospects.

Executives, whether at software companies or at companies such as Starbucks (which is mentioned in the above article), should be doing more than letting their IT staff run rampant with their Web site. (Hello! The Web site is a company's visage to the world.) Instead, and the resistance to this concept is still invincible, IT should be invited to the table so that all parties can discuss the proposed software product or the corporate Web site and design a workflow through to focus groups, which test and evaluate the finished product. Starbucks certainly spends a lot in advertising; it's not the programmers' fault that the Web site sucks; it’s the business unit's fault that commissioned it and did not follow Marketing 101 protocol and have it evaluated by QA and/or a focus group. Don't these executives ever look at and try to use their own Web site?

Granted, I agree that many Web sites are an exercise in user frustration, and error messages are neither clear nor frankly important (I just ignore them); however, the article mentions Microsoft's text-editing program that "asks users if they want to save their work before they close their document." How much clearer can that be? I disagree with the point made by David Platt of Harvard that the "question makes little sense to computer novices accustomed to working with typewriters or pen and paper...and [that] a clearer question would be: 'Throw away everything you've just done?' " We are in the information age; there is no return to the idyllic and mythical good old days. Get over yourself. Companies must evaluate their employees' skills when they hire them, then train them, and then continue to train them throughout their tenure and as application systems change.

Technology has come a long way regarding user-friendliness. Remember the early word-processors? But there are some things that even technology cannot do, things that run counter to the laws of physics or finite budgets. Although much progress has been made, we don't yet have the capabilities of the Star Trek computer (and today's voice-response units certainly don't have the dulcet and sultry tones of Majal Barrett).

What can be done to ensure that programmers are writing software that is usable or developing Web sites that are user-friendly is to provide adequate training about the company and company policy and goals, communicate requirements clearly, and listen to what the programmers are telling you about what is, and is not, technically couth.

Maria A. DeGiglio is President of, and Principal Analyst for, Maria A. DeGiglio & Associates, an advisory firm that provides clients with accurate and actionable information on business and technology initiatives. You can reach Ms. DeGiglio at This email address is being protected from spambots. You need JavaScript enabled to view it..

MARIA DEGIGLIO

Maria DeGiglio is president and principal analyst of Maria A. DeGiglio & Associates. Current clients of Maria A. DeGiglio & Associates include the Visiting Nurse Service of New York ; Experture, LLC; and MC Press. Ms. DeGiglio has more than 20 years of experience as an IT consultant, industry analyst, and executive. From 1997 to 2005, she worked for Andrews Consulting Group and the Robert Frances Group.

 

Ms. DeGiglio received her Masters Degree in Health Advocacy from Sarah Lawrence College and graduated Cum Laude from Cornell University with a Bachelor of Arts Degree.

 

 

Ms. DeGiglio has worked with IT and C-level executives to enable IT alignment with business goals and to implement best practices. She has experience and expertise in both large enterprises and in small- and medium-sized business. Ms. DeGiglio has authored over one hundred articles, reports, and white papers.

 

 

Since 2004, she has worked in the healthcare industry and in health IT investigating the legal, ethical, and regulatory aspects of creating, implementing, and exchanging electronic health records (EHRs). Ms. DeGiglio is an expert in security, privacy, and HIPAA regulatory compliance.

 

 

Ms. DeGiglio may be contacted at This email address is being protected from spambots. You need JavaScript enabled to view it..

 

BLOG COMMENTS POWERED BY DISQUS

LATEST COMMENTS

Support MC Press Online

$

Book Reviews

Resource Center

  • SB Profound WC 5536 Have you been wondering about Node.js? Our free Node.js Webinar Series takes you from total beginner to creating a fully-functional IBM i Node.js business application. You can find Part 1 here. In Part 2 of our free Node.js Webinar Series, Brian May teaches you the different tooling options available for writing code, debugging, and using Git for version control. Brian will briefly discuss the different tools available, and demonstrate his preferred setup for Node development on IBM i or any platform. Attend this webinar to learn:

  • SB Profound WP 5539More than ever, there is a demand for IT to deliver innovation. Your IBM i has been an essential part of your business operations for years. However, your organization may struggle to maintain the current system and implement new projects. The thousands of customers we've worked with and surveyed state that expectations regarding the digital footprint and vision of the company are not aligned with the current IT environment.

  • SB HelpSystems ROBOT Generic IBM announced the E1080 servers using the latest Power10 processor in September 2021. The most powerful processor from IBM to date, Power10 is designed to handle the demands of doing business in today’s high-tech atmosphere, including running cloud applications, supporting big data, and managing AI workloads. But what does Power10 mean for your data center? In this recorded webinar, IBMers Dan Sundt and Dylan Boday join IBM Power Champion Tom Huntington for a discussion on why Power10 technology is the right strategic investment if you run IBM i, AIX, or Linux. In this action-packed hour, Tom will share trends from the IBM i and AIX user communities while Dan and Dylan dive into the tech specs for key hardware, including:

  • Magic MarkTRY the one package that solves all your document design and printing challenges on all your platforms. Produce bar code labels, electronic forms, ad hoc reports, and RFID tags – without programming! MarkMagic is the only document design and print solution that combines report writing, WYSIWYG label and forms design, and conditional printing in one integrated product. Make sure your data survives when catastrophe hits. Request your trial now!  Request Now.

  • SB HelpSystems ROBOT GenericForms of ransomware has been around for over 30 years, and with more and more organizations suffering attacks each year, it continues to endure. What has made ransomware such a durable threat and what is the best way to combat it? In order to prevent ransomware, organizations must first understand how it works.

  • SB HelpSystems ROBOT GenericIT security is a top priority for businesses around the world, but most IBM i pros don’t know where to begin—and most cybersecurity experts don’t know IBM i. In this session, Robin Tatam explores the business impact of lax IBM i security, the top vulnerabilities putting IBM i at risk, and the steps you can take to protect your organization. If you’re looking to avoid unexpected downtime or corrupted data, you don’t want to miss this session.

  • SB HelpSystems ROBOT GenericCan you trust all of your users all of the time? A typical end user receives 16 malicious emails each month, but only 17 percent of these phishing campaigns are reported to IT. Once an attack is underway, most organizations won’t discover the breach until six months later. A staggering amount of damage can occur in that time. Despite these risks, 93 percent of organizations are leaving their IBM i systems vulnerable to cybercrime. In this on-demand webinar, IBM i security experts Robin Tatam and Sandi Moore will reveal:

  • FORTRA Disaster protection is vital to every business. Yet, it often consists of patched together procedures that are prone to error. From automatic backups to data encryption to media management, Robot automates the routine (yet often complex) tasks of iSeries backup and recovery, saving you time and money and making the process safer and more reliable. Automate your backups with the Robot Backup and Recovery Solution. Key features include:

  • FORTRAManaging messages on your IBM i can be more than a full-time job if you have to do it manually. Messages need a response and resources must be monitored—often over multiple systems and across platforms. How can you be sure you won’t miss important system events? Automate your message center with the Robot Message Management Solution. Key features include:

  • FORTRAThe thought of printing, distributing, and storing iSeries reports manually may reduce you to tears. Paper and labor costs associated with report generation can spiral out of control. Mountains of paper threaten to swamp your files. Robot automates report bursting, distribution, bundling, and archiving, and offers secure, selective online report viewing. Manage your reports with the Robot Report Management Solution. Key features include:

  • FORTRAFor over 30 years, Robot has been a leader in systems management for IBM i. With batch job creation and scheduling at its core, the Robot Job Scheduling Solution reduces the opportunity for human error and helps you maintain service levels, automating even the biggest, most complex runbooks. Manage your job schedule with the Robot Job Scheduling Solution. Key features include:

  • LANSA Business users want new applications now. Market and regulatory pressures require faster application updates and delivery into production. Your IBM i developers may be approaching retirement, and you see no sure way to fill their positions with experienced developers. In addition, you may be caught between maintaining your existing applications and the uncertainty of moving to something new.

  • LANSAWhen it comes to creating your business applications, there are hundreds of coding platforms and programming languages to choose from. These options range from very complex traditional programming languages to Low-Code platforms where sometimes no traditional coding experience is needed. Download our whitepaper, The Power of Writing Code in a Low-Code Solution, and:

  • LANSASupply Chain is becoming increasingly complex and unpredictable. From raw materials for manufacturing to food supply chains, the journey from source to production to delivery to consumers is marred with inefficiencies, manual processes, shortages, recalls, counterfeits, and scandals. In this webinar, we discuss how:

  • The MC Resource Centers bring you the widest selection of white papers, trial software, and on-demand webcasts for you to choose from. >> Review the list of White Papers, Trial Software or On-Demand Webcast at the MC Press Resource Center. >> Add the items to yru Cart and complet he checkout process and submit

  • Profound Logic Have you been wondering about Node.js? Our free Node.js Webinar Series takes you from total beginner to creating a fully-functional IBM i Node.js business application.

  • SB Profound WC 5536Join us for this hour-long webcast that will explore:

  • Fortra IT managers hoping to find new IBM i talent are discovering that the pool of experienced RPG programmers and operators or administrators with intimate knowledge of the operating system and the applications that run on it is small. This begs the question: How will you manage the platform that supports such a big part of your business? This guide offers strategies and software suggestions to help you plan IT staffing and resources and smooth the transition after your AS/400 talent retires. Read on to learn: