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Helene Blowers
                                                     Internet Librarian 2012
                                                     Monterey, CA




http://www.flickr.com/photos/aidanmorgan/558918335
http://www.flickr.com/photos/clashed/386405208/
                        http://www.flickr.com/photos/imissnc/36433273/
                                               http://www.flickr.com/photos/kevint/85911467
                                                                     http://www.flickr.com/p
= Selling Innovation
“culture eats strategy for
 breakfast” - Peter Drucker
Employees & Innovation …




   Make it
   believable
IT Strategy : Communication & Challenges
IT Strategy : Communication & Challenges
IT Strategy : Communication & Challenges
Tailor to
  your
audience


            http://www.flickr.com/photos/cefeida/2047622027
VS
IT Strategy : Communication & Challenges
IT Strategy : Communication & Challenges
Employees & Innovation …




     Create
     alliances
IT User Groups                        Emerging
Provide ongoing                       Tech
input & insights
                                      Committees
                                      Explore new ideas
                   Transition Teams
                   Support project
                   implementations
Tie to
priorities &
  Trends


               http://www.flickr.com/photos/59937401
Insert IT strategies – 5 layers
Communicate
  the plan



              http://www.flickr.com/photos/59937401
                 http://www.flickr.com/photos/ktylerconk/240063064
Discovery Place (ILS) roadmap

                                      Nonstop Server (Production)
      Nonstop Server
      (Development)
                                                       Enscribe Data                                  Enscribe Data Migration
                                                       Migration to                                             to
                   ITP Web Server
                                                         SQL Data                                            SQL Data




2008                                           2009                                                     2010




                                                         Upgrade Customer
                                           New Kids’
                                                           Notifications      Public Catalog Social
                                            catalog
                                                                              Networking features

                                                      Digital          My Account
                                                    Collections         Redesign
 Discovery Place                                                                                       Discovery Place
 Enhancements                                                                                          Enhancements
Track &
communicate
  progress


              http://www.flickr.com/photos/mariachily/6416602831
              http://www.flickr.com/photos/59937401
                 http://www.flickr.com/photos/ktylerconk/240063064
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
                                                                                                                                                                   IT
June            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
Employees & Innovation …




           Be a
      collaborative
          leader


                           http://www.flickr.com/photos/philippe/20968034
It’s not about showing
                                                   your knowledge …




http://www.flickr.com/photos/joshme17/2484191140
…it’s about keeping communication open
             &
             demonstrating your value to
             the team




http://www.flickr.com/photos/jeffk/92047417
Helene Blowers
                                                          HeleneBlowers.com

                                                                     My Slides are
                                                    @ www.slideshare.net/hblowers


http://www.flickr.com/photos/gregwake/2961213279/

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IT Strategy : Communication & Challenges

  • 1. Helene Blowers Internet Librarian 2012 Monterey, CA http://www.flickr.com/photos/aidanmorgan/558918335
  • 2. http://www.flickr.com/photos/clashed/386405208/ http://www.flickr.com/photos/imissnc/36433273/ http://www.flickr.com/photos/kevint/85911467 http://www.flickr.com/p
  • 4. “culture eats strategy for breakfast” - Peter Drucker
  • 5. Employees & Innovation … Make it believable
  • 9. Tailor to your audience http://www.flickr.com/photos/cefeida/2047622027
  • 10. VS
  • 13. Employees & Innovation … Create alliances
  • 14. IT User Groups Emerging Provide ongoing Tech input & insights Committees Explore new ideas Transition Teams Support project implementations
  • 15. Tie to priorities & Trends http://www.flickr.com/photos/59937401
  • 16. Insert IT strategies – 5 layers
  • 17. Communicate the plan http://www.flickr.com/photos/59937401 http://www.flickr.com/photos/ktylerconk/240063064
  • 18. Discovery Place (ILS) roadmap Nonstop Server (Production) Nonstop Server (Development) Enscribe Data Enscribe Data Migration Migration to to ITP Web Server SQL Data SQL Data 2008 2009 2010 Upgrade Customer New Kids’ Notifications Public Catalog Social catalog Networking features Digital My Account Collections Redesign Discovery Place Discovery Place Enhancements Enhancements
  • 19. Track & communicate progress http://www.flickr.com/photos/mariachily/6416602831 http://www.flickr.com/photos/59937401 http://www.flickr.com/photos/ktylerconk/240063064
  • 20. 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 IT June 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
  • 21. Employees & Innovation … Be a collaborative leader http://www.flickr.com/photos/philippe/20968034
  • 22. It’s not about showing your knowledge … http://www.flickr.com/photos/joshme17/2484191140
  • 23. …it’s about keeping communication open & demonstrating your value to the team http://www.flickr.com/photos/jeffk/92047417
  • 24. Helene Blowers HeleneBlowers.com My Slides are @ www.slideshare.net/hblowers http://www.flickr.com/photos/gregwake/2961213279/

Editor's Notes

  1. 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.
  2. 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.
  3. 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.
  4. 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)
  5. 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.