#PTW16 - A Better Way to Talk Tech

A Better Way to
Talk Tech
how non-technical people can improve
their work with tech teams
Sloan Miller Natasha Baglin
@PMOwned @NatashaBaglin

64%of projects meet their goals
*according to a 2015 PMI Study
Only...

Sometimes we have to wade
into technical conversations
outside of our areas of
expertise.
So what do we do?
Why it matters...
@PMOwned @NatashaBaglinPhoto credit: NEED URL

● the bobble head
Do we play...
flickr.com/photos/merlin/ Photo credit: flickr.com/photos/merlin/

● the bobble head
● the imposter
Do we play...
@PMOwned @NatashaBaglin Photo credit: iStock

● the bobble head
● the imposter
● the jargon junkie
Do we play...

● the bobble head
● the imposter
● the jargon junkie
● the novice
Do we play... ?!?!

Who we are...
Natasha Baglin
Senior Project Manager
AYC Media
Background
- 8+ yrs in the industry
- B.S. in Speech &
Hearing Sciences
- Ecommerce +
hospitality expertise
Sloan Miller
Operations + Strategy
Consultant
Background
- 14+ yrs in the industry
- B.S. in Mechanical
Engineering
- Lead PM/Biz Dev at
Archer + P’unk Ave

Who you are...
● Entrepreneurs
● Account + Project Managers
● Sales + Marketing Professionals
● Creative + Content Team
Members

In an hour, you’ll...
Improve your interaction with
your technical counterparts
● Communicate better
● Be more empathetic
● Understand motivations
● Hone your “BS” meter
Photo credit: iStock

Be able to ask better, more
engaging technical questions
● What do you need to know
● What don’t you need to know
● Be more comfortable knowing
the difference
to credit: iStock
In an hour, you’ll...

Narrative 1:
The Curious Case of the Unexpected Delay

Setting the scene
● You’re the VP of Marketing
● You’re leading the charge of very important
improvement to your organization’s website
● It is targeted for launch at the end of next month
● You’ve worked well with your technical team
...until this morning’s meeting

You’ve just been informed
that there is suddenly a
significant timeline delay of
at least two or even three
weeks that will make the
launch target unlikely.
Photo credit: flickr.com/photos/vashtia/
Setting the scene

As the VP of Marketing your
first thoughts are...
Asking a question
“According to our timeline we
should have reviewed the
product page download library a
week ago.
After seeing it I’m also
concerned the layout and
functionality don’t reflect the
approved design.
How are we now two weeks
behind? What is causing this
delay?”

The question:
● obviously you’re frustrated
● is past focused
● no mention of specifics
● doesn’t ask for options
Evaluating the question
week ago.
approved design.
delay?”

The question:
● it’s fair + well reasoned
● works from common ground
● reiterates expectations
● asks timeline specifics
week ago.
approved design.
delay?”

A technical answer
The lead developer responds with...
“There is a problem with
Javascript targeting image IDs
But it’s working in Chrome,
almost in Firefox, and not at all
in IE.
I need to re-code a significant
portion of the page to ensure it
will load correctly in all
browsers and continue to
debug the code.”

Let’s break it down
Define the technical issues by finding
the keywords...
in IE.
debug the code.”

Evaluating the answer
The answer:
● indicates work order
● addresses “cause of delay”
but...
● uses some tech jargon
● seems a little defensive
● avoids “layout v. designs”
● ignores stated
expectations
in IE.
debug the code.”

Is it reasonable?
Given the explanation of
the core issues, is a two
to three week delay
reasonable?
in IE.
debug the code.”

As the VP of Marketing your
first thoughts are...
week ago.
approved design.
delay?”
Asking a question

A technical answer
“When you requested to edit the
image file to add a new version in
the download library, that
functionality was new scope.
It might seem like a small change,
but I had to setup the database in
a new way - requiring a significant
amount of additional work - a
week of coding and a week of
cross browser testing.”

the keywords...

The answer:
● fact based v. defensive
● references to a request
● address timeline changes
● elaborates “taking so
long”
but...
● uses less tech jargon
● doesn’t address options

Is it reasonable?
the core issues, is a two
to three week delay
reasonable?

Lessons learned
(your digital projects)
● Change happens
● Timeline + cost are
impacted
● Is there enough QA time?
● Define launch needs...
○ Approved design v. ‘live’
user interface
○ Functionality specifics
○ Browser compatibility
Photo credit: splitshire.com

Lessons learned
(your tech counterparts)
● Personality types + tells
● Monitor ‘red flags’
● Work through tech jargon
● Ask for timeline specifics
● Estimating complex work

Narrative 2
Confessions of a Busted Piggy Bank

Setting the scene
● You’re a Yoga Studio Owner
● You’re adding an Events Calendar to your website that
will manage all class schedules
● All your students are super excited to have a digital
calendar, replacing paper schedules
● The project is nearing it’s end + you’ve worked well with
your technical team
...until this afternoon’s meetingSloan Miller Natasha Baglin

You’ve just been informed
that your developer is
requiring more funds to
purchase a plugin that sets
you well over budget. This
need was never discussed
before today.
Setting the scene
@PMOwned @NatashaBaglinPhoto credit: iStock

Asking a question
As the owner of a yoga studio
your first thoughts are...
“I’m confused as to why suddenly
we are being asked to provide
additional funds to launch a
calendar which is the focal point
of the website?
This was always included as part
of our agreement. What has
changed to cause the need for
more funds?”

Your question...
● obviously you’re frustrated
● is a little aggressive
● doesn’t ask for options
of the website?
more funds?”

Your question:
● reaffirms the goals
● invokes the project scope
● reiterates an expectation
● asks a specific question
about a budget change
of the website?
more funds?”

A technical answer
“What you want isn’t included in
the free calendar plugin. The
functionality you need requires
the use of widget shortcodes.
The free plugin doesn’t work with
shortcodes as they conflict with
the code in the WordPress
theme.”

the keywords...
theme.”

The answer...
● touches on functionality
● answers cause of “more
funds” request
but...
● uses tech jargon
● indicatives a lack of
proper planning
● doesn’t address why this
wasn’t discussed earlier
theme.”

theme.”
Is it reasonable?
the core issues, is the
request for additional
funds reasonable?

Asking a question
of the website?
more funds?”
As the owner of a yoga studio

A technical answer
“There are decent free calendars
plugins available, but they don’t
include the multi-view
functionality you are looking for.
Plus the free plugin that we were
going to use hasn’t been updated
in over a year and has three
known security vulnerabilities.”

the keywords...

The answer...
● fact based, not defensive
● references functionality
specifics + realities
● provides insight on value
but...
● doesn’t address why
research wasn’t done
● doesn’t provides options

Is it reasonable?
the core issues, is the
request for additional
funds reasonable?

Lessons learned
● Ideal project planning order:
○ define the needs
○ research options
○ refine requirements
○ execute on functionality
● Weigh the cost/benefits
● Who pays for unexpected
expenses/resources?

Lessons learned
● Tough conversations will
(should) occur
● Reiterate common goals
● Discuss available options
● Review scope + previous
change decisions

Narrative 3:
Legend of the Assumptions

Setting the scene
● You’re the Advancement Director of a large non-profit
● You’ve recently added a new, more robust third party
tool to your fundraising efforts
● You’re worked well with your technical team to get them
to add this new tool to your website
...until today’s demonstration

You’ve just had a ‘beta’ demo
to review the new donation
workflow and you’re not
happy. It doesn’t meet your
expectations or assumed
needs of your donors.
Photo credit: TBD
Setting the scene

“I don’t like how this is working. It
takes a user over three clicks to get
to where they enter their
information.
Plus the payment page looks
nothing like our website. Users
might think it’s a scam and we’ll
lose donations. When we talked
about this, we said it would be easy
to use, this isn’t.
As the Advancement Director
Asking a question

The question:
● is emotional + aggressive
● reflects ‘personal use’ bias
assumptions
● doesn’t ask a question
information.

The question:
● states an expected user
behavior
● references stated goals
● reiterates an expectation
● expresses your displeasure
information.

A technical answer
“You wanted to use Authorize.net
since they charge the lowest fee
per transaction.
They don’t have an embed or API,
plus we don’t have an SSL cert,
nor do we want to worry about
PCI compliance. We have to
redirect users to Authorize.net’s
payment gateway which doesn’t
allow for theming.

per transaction.
allow for theming.
the keywords...

The answer:
● highlights a few technical
issues
● acknowledges decisions
made + reasoning
but...
● uses a tons of jargon
● seems defensive +
dismissive
● doesn’t make much
sense Sloan Miller Natasha Baglin
per transaction.
allow for theming.

per transaction.
allow for theming.
Is it reasonable?
the core issues, does the
explanation for the
disappointment hold
water?

Legend of the Dangerous Assumptions

information.
As the Advancement Director
Asking a question

A technical answer
“We’re using Raiser’s Edge for
donations because of their robust
constituents record system.
Blackbaud builds closed systems
that don’t allow for seamless
integration. Their API is very
limiting but they do have a forms
product we can use, but I didn’t
think you wanted that extra
expense.”

expense.”
the keywords...

The answer:
● brings up a number of
technical issues
● acknowledges decisions
made + reasoning
● provides alternatives
but...
● uses technical jargon
● doesn’t reiterate nor
confirmed assumptions
expense.”

expense.”
Is it reasonable?
the core issues, does the
explanation for the
disappointment hold
water?

Lessons learned
● Third-party tools can have both
expertise + limitations
● Be aware of your biases v. target
audience statistics
● Balance user’s needs with those
of your organization
@PMOwned @NatashaBaglin Photo cred

Lessons learned
● Articulate your vision
thoroughly with words,
examples + sketches
● Guideposts v. duplication
● Define what ‘integration’ means
for you
● Don’t leave anything up to
assumptions

Evaluation Tips
How to Build Your Tech Team

BONUS LEVEL!
For non-technical people who lead or
participate in the hiring of technical
team members
● Go-to interview questions
● Build a connection
● Feel confident in explaining your
hiring decisions

Top Interview
Questions to Ask
#1
What projects are you most/least
proud of and why?
Given the opportunity, what would
you change about those projects?

Top Interview
Questions to Ask
#2
What is your favorite
programming language? Why?
Which ones do you hate?

Top Interview
Questions to Ask
#3
You are required to work with a
huge chunk of code and you have
no idea how it works.
There is no documentation nor
anyone to consult with how it
works - how do you approach it?

Code Review
</help>
How do you review ‘sample code’
or determine someone’s skills if
you don’t actually code?

the bobble head
● Avoids asking tough questions
● One-sided communication
● Has a limited perspective
● Fails to advocate for goals
● Seeks a “confrontation” free
relationship
To Recap...
flickr.com/photos/merlin/ Photo credit: flickr.com/photos/merlin/

the imposter
● Misses an opportunity to learn
● Lacks understanding
● Inefficient increases to
time/cost
● Masks lack of knowledge
● Dishonesty
To Recap...

the jargon junkie
● Insular
● Barrier to effective
communication
● Mask true meaning + content
● Risk appearing pretentious
To Recap...

the novice
● Ask enough questions to learn
or uncover answers
● Roundabout education
● Inefficient use of project time
?!?!
To Recap...

Hopefully we’ve empowered you to ask about...
● cost + timeline impacts of changes
● differences in UI + ‘approved’ designs
● breaking time estimates into smaller chunks
● if enough QA time has been set aside

● researching functionality early
● weighing the value of paying for external tools
● having tough conversation about money
● all available options

Legend of the Assumptions
● how best to convey your vision
● what the word “integration” means
● understand there are limitations or benefits of
using 3rd party tools
● making sure personal preferences does not
outweigh anticipated user behavior

It’s been an hour...
Have we empowered you to...
● know when communication
needs to be a little clearer?
● understand some of your
tech team’s motivations?
● sharpen your “BS” meter?

Are you better able to...
● ask engaging technical questions?
● determine what do you need +
don’t need to know?
● be more comfortable in technical
conversations?
to credit: iStock
It’s been an hour...

THANK YOU!
Natasha Baglin
Senior Project Manager
AYC Media
@NatashaBaglin
Sloan Miller
Operations + Strategy
Consultant
@PMOwned

#PTW16 - A Better Way to Talk Tech

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