Solutions Without Technology May 27, 2009Posted by Chuck Musciano in Leadership, Technology.
Tags: Customer Service, Leadership, Listening, Software, Technology, Tools
Of the many aphorisms that I enjoy using, one of my favorites is
When all you have is a hammer, everything looks like a nail.
I pull this one out when someone is using some system in an inappropriate way. People get so comfortable with their favorite tools, they use them for everything even when a better solution is readily available.
This is an easy accusation for an IT person to make. Most software systems are so complicated that it is easier for a user to twist an existing system into an unusual solution than it is to learn some completely arcane new system. People just want to solve problems and get on with their jobs and lives. I know this is hard to believe, but they don’t look forward to exploring and mastering that latest version of some new desktop application.
Those of us in IT would do well to listen to our own advice.
How many times, when asked to help solve some problem, do we immediately reach for a computer? Typically, the answer is “all of the time.” We’re in IT; we know how to make computers do interesting things; therefore every problem can be solved with some technology-based solution.
Wrong. Wrong, wrong, wrong.
Many problems do not exist for want of a technology solution. In fact, many of the day-to-day business problems we encounter are rooted in process, flow, and data collection. While you can certainly throw software at all of those areas, you can also fix a lot of issues by talking to people, understanding their real needs, and proposing ways to change things in a non-technical way.
Within IT, we have developed a broad range of skills that are not rooted in technology. Process analysis, data management, project management, user interface design, audit and compliance, risk management: the list is long. Why, then, when someone is gracious enough to give us the opportunity to help, do we reach for the hardware? We perpetuate the perception that we are nothing more than geeks, when if fact we have so much more to offer.
I’ve been on projects where the real solution was to have a user interface designer rework a paper form layout. I’ve seen errant projects saved by sharing good project management skills. I’ve seen business processes reworked by applying disaster recovery discipline. In all of these cases, not a single line of code was written in pursuit of a solution. Instead, IT people spent time listening, sharing, and collaborating to help users do their jobs more effectively.
People in IT chafe at being known solely for their technical expertise, yet we fall into our old habits when confronted with a problem. We need to follow our own advice, set down the hammer of technology, and look for effective non-technical solutions to many of the problems we’re asked to solve. We’ll grow in our ability to be of service, and we’ll begin to build a better reputation with our end users.