IT Strategy : Communication & Challenges


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IL 2012

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  • Your AUDIENCE:Your success is directly proportional to your ability to successfully address your audiences needs What you need to understand about your audience: What’s their motivation for being there? What’s their current knowledge of the subject area that will be atlking about? Note: Knowledge of the subject area should not dictate or direct the level of detail you may need to go into the subject area. What is does help you with (in combination of the other factors to understand about your audience) is what they may already know. What’s their level in organization. Note: Generally the higher your audience is in an organization, the less detailed you need to be about the subject area. Administrators and managers are more interested in high level overviews that demonstrate impact of services, community outcomes and other factors related to the organizations vision and strategy.Employees and other front line staff are generally interested in “recipes for success”, the details about how a service is provided, how it was implemented and how the organization plans for sustainability and provides for on-going support. How people learn best. This we will explore more in detail.
  • In this example, I’d like to show you the principals of how understanding your audience can dramatically change your approach to developing even just one slide in your presentation. Believe it or not, both these diagrams cover the exact same thing – the major technology systems and components of IT structure. LEFT diagram:The diagram/ slide on the left was designed to communicate this information to colleagues and employees across the entire IT department. It was also used to communicate and show the layers of IT that would be touched by major infrastructure projects to other managers in the organization.RIGHT diagram:The diagram on the right reworked and massaged the same IT technology layers diagram for a higher level audience (in this case the library’s Board of Directors – a group of community members who help guide the library’s community strategies and vision) This is the group that approves major spending. They are not so much interested in the “when” & “how” of the project that we might do as to the “why” and “what” (& more importantly for them – the “how much is going to cost? And what is the return on investment) Their knowledge area is in the cost of what it takes to run a library and their concern is how to keep the library moving forward. This diagram shows the IT structure as building blocks to help convey the message that it is foundational.
  • Here’s the more detail for you on the slide developed for an audience comprised of more knowledgeable IT folks. The audience for this slide already has some prior understanding in the IT space of what a LAN is, what Vmware ( virtual management systems for servers), operating systems, etc. They are also folks that work within the IT environment all the time, so as standalone image, this most likely makes sense to them without a lot of explanation.Rule of thumb: If you have to explain your slides to people, then they are NOT affective.
  • RIGHT side: ( larger )Here is the same information ( removing the detailed names of the components/ systems) for an audience that is NOT as tech savvy. It’s designed to help the audience understand that layers of IT that are foundational and ( NEXT SLIDE)
  • Highlights: Items have already been completed! We’re diving in now w/customer communication guidelines. Measure customer satisfaction now and at end of project. Aug = Service cat updates & Key Services ID’d. Sept = SLAs. Upgrading the new version of LiveTime during this time. Nov = portal. Dec = demos and launch.
  • IT Strategy : Communication & Challenges

    1. 1. Helene Blowers Internet Librarian 2012 Monterey, CA
    2. 2.
    3. 3. = Selling Innovation
    4. 4. “culture eats strategy for breakfast” - Peter Drucker
    5. 5. Employees & Innovation … Make it believable
    6. 6. Tailor to youraudience
    7. 7. VS
    8. 8. Employees & Innovation … Create alliances
    9. 9. IT User Groups EmergingProvide ongoing Techinput & insights Committees Explore new ideas Transition Teams Support project implementations
    10. 10. Tie topriorities & Trends
    11. 11. Insert IT strategies – 5 layers
    12. 12. Communicate the plan
    13. 13. Discovery Place (ILS) roadmap Nonstop Server (Production) Nonstop Server (Development) Enscribe Data Enscribe Data Migration Migration to to ITP Web Server SQL Data SQL Data2008 2009 2010 Upgrade Customer New Kids’ Notifications Public Catalog Social catalog Networking features Digital My Account Collections Redesign Discovery Place Discovery Place Enhancements Enhancements
    14. 14. Track &communicate progress
    15. 15. IT Service Transition Roadmap 2012 Staff Engagement All Staff All Staff Survey #1 Survey #2 User Manager Service UG & TT UG & TT Transition Group Input Owner Input Input Team - TT Input Input Launch Project ITJune July Kick off Aug Sept Oct Nov Dec Jan Service Desk Portal Branch Visits Frequent Better Communication Online Help Early AM Partner with PS Profile Service Profile Service Demos & Staff Desk Page Specialist Admin to create SLAs Desk Software Desk Portal Transition Simplified Visits on existing services Outward-facing Touch-Points Service Desk Integrate Supports New IT Analysts Update IT Services Catalog Communication Processes and SLAs Professionally into Service Desk Certified New Incident Process Set Priority Levels Set Up & Test Develop Service Workflows in New Workflows Service Desk Tool Set Escalation Levels New Problem Process SLA = Service Level Agreement IT Behind-the-scenes Processes & Technology TT = Tech Troop UG = User Group
    16. 16. Employees & Innovation … Be a collaborative leader
    17. 17. It’s not about showing your knowledge …
    18. 18. …it’s about keeping communication open & demonstrating your value to the team
    19. 19. Helene Blowers My Slides are @