Feb 16, 2012 | blog, featured
Courtesy of Dell Inc.
This has bothered me for quite a while, and I thought it about time to mention it. Hang on though, this may be a bit of a rant, but it bears bringing up.
Why do corporate IT departments continue to call their customers “end users”?
Of course, it’s part of the language of IT, part of the culture as well. You know the jokes, “if only we could get rid of the users, our support costs would go down”. Good for a laugh on a stressful day, but what’s really being said there?
Are we that far off the path of providing quality, usable, enjoyable technology solutions for our businesses that all we focus on is the difficulty in doing so?
I think we’re missing an opportunity to re-connect with our co-workers, our customers within the business. They should not be minimized in the we that they are by IT. They’re our co-workers and cube neighbors. They deserve our respect. They’re out selling, or balancing the company budget, or dreaming up a new product to sell. They’re not trying to be challenging, they’re simply using the tools we provide to get their job done.
New Perspectives
The issue I see is that most IT staff are too busy trying to solve problems rather than provide solutions. What it really boils down to is a change in attitude, and revising perspectives. We’re missing the point if all we’re trying to do is reduce call volume.
Just like the larger goal of the businesses we work for – our focus in IT needs to be on satisfying our customers. In order for the business to grow and prosper, it needs to focus on the customer. So too does IT.
New Priorities
No longer is IT about providing a standard computing platform. Or stressing everyone out about security. Of course these are important things, but they are but one aspect of the technology landscape within an organization.
The consumerization of IT is greater than supporting the iPhone or Android devices. It’s an opportunity for IT to join the revolution in our industry. Corporate standards are great, but as more people make the move to provide their own computing platform, we need to rise to the challenge of providing great user experiences and outstanding support.
Raise the Bar
What we need to do as IT professionals, is to look outside our environment for inspiration. Look at how other companies are solving the challenges facing them. Accept the fact that people expect more of IT than we provided just a year ago… heck, more than we’re providing today.
While I’m not an Apple fan, I do admire the user experience all their customers enjoy. Sure, the phrase “it just works” is over-used, the reality is that it’s true. This is the new standard that our business customers expect. This is the new standard we need to meet. This is the new opportunity we have as an industry.
I hope it’s not too late.
Aug 18, 2010 | happiness
Developing a plan that even I can follow.
Feb 3, 2010 | blog
Knowledgeable entrepreneurs do it all the time, why shouldn’t you?
We all know many knowledgeable people who help us navigate the pitfalls of career and life. Many times it’s family, friends and co-workers – of which there’s nothing wrong with listening & learning from.
However, what if you seek out and select new or additional influencers to augment what you’ve inherited by default? Basically, what if you got to select who you get to learn from? Why aren’t you doing this already?
Every day we’re interacting with people who have something to share. If they’re not sharing ideas and thoughts that move us forward, what inspiration or feedback are you getting? Look closer, I believe there is something more there than you expect.
I suggest that you get out and start connecting with peers and experts in your field. (That’s called networking to you and me.) In the end, you’ll find folks who want to work with you, share with you, and learn from you. That’s the reward by the way, transfer of knowledge, sharing of experiences, the ability to learn form others experience and make something better with them in the end.
Picture courtesy of kalieye
Jan 25, 2010 | blog
I had the great opportunity to talk with Pamela Muldoon, host of Next Stage Business Radio. Our own Social Media Breakfast (SMBMSP) was highlighted as the organization of the week and I got to share some insights about our organization on Saturday, January 23rd, 2010.
Next Stage Business Radio brings “local and national experts, business owners, and thought leaders for tips, techniques and resources on starting, building and maintaining a successful small business” every week.
You can download the whole show at http://www.nextstagebusinessradio.com/archived-programs.html for the next few weeks.
Below is the segment of the show where we talked about SMBMSP.
Jun 15, 2009 | blog
So where do social media professionals come from? Where does any real professional that really knows there stuff come from? Is there some school that generates these professional people that have experience in so many things, been challenged in multiple ways allowing them to really get the big picture and think about things that most won’t consider? What creates a professional in any industry? How does this come about?
Well to be sure, folks who you find in social media are coming from all sorts of backgrounds. While “traditionally†you’ll find folks from marketing as the most prevalent practitioners. However, I’ve found that folks from any profession are surfacing as real social media professionals. Many never thought about a career transition from what they were doing into marketing, PR, or communications. Many never thought of themselves as writers, broadcasters, teachers, or leaders.
This is what happens in the early phases of any new field. Where did the early “computer geeks†that built out the early I.T. departments made up of micro-computers? They came from accounting, shipping, or it may have even been the boss’s secretary.
The reality is that as many disciplines developed, they were started by folks who really were professionals in another field, but had an interest or passion in something new. Perhaps it was the “new†factor, to be challenged in a new and unexpected direction, learning things that they never thought they’d need to know. To be out on the leading edge and be looked up to because of solving a problem, that could be it too. Sometimes it’s the least expected things that attract people to a job.
Another interesting thing about social media pros is that they have an extensive background. That is, they have multiple skills, developed over time from this job or that opportunity that they’ve followed up on. Whether these skills were intentionally pursued, or unintentionally picked up in some maintenance job, all these skills are what you’re going to look for in a social media professional.
These folks will come with communications skills, writing skills, technical skills, project management skills, and more. They work well under stress, they understand the concerns of the c-suite and legal, yet are able to demonstrate the opportunities for an organization as well as the challenges. They can walk from a technical project status meeting in IT to a creative marketing meeting, and be able to understand and participate with both on equal footing.
Finding these people is a challenge in itself, and you may have to look long and hard to find the right mix of skills for your business. The important part is to not be afraid to look inside, as many hidden gems are laying, waiting to be discovered in your backyard. For social media practitioners are in all corners of every business. Sometimes it’s just being able to recognize raw talent, providing time and experimentation, and letting them lead the way.
Photo Credit: photoholic1
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