How to Speak "Manager"
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How to Speak “Manager”
Nicole Forsgren Velasquez, PhDProfessor of Accounting and MIS
@nicolefv
Jon M. Huntsman School of BusinessUtah State University
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The Gap
Business is here
IT is here
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IT focuses on technology (micro)
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Business focuses at a higher level (macro)
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We Are Here to Bridge The Gap
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• We are the bridge• Act as translator and interface between
communities
• Understanding this role is important• Navigating business• Addressing tensions
IT Professionals are Technical Brokers
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• As a technical broker, a large part of your role
is communication• Technical audiences• Business audiences
IT Professionals are Technical Brokers
Technical Professional BusinessTechnical
Communities
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Challenges: Visibility and Content
The business usually sees: Desktop Support
What you do is often beyond visibility of business: Maintenance Infrastructure Innovation and automation The really hard stuff The stuff that matters most to the business
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Talking to Tech
• Who is your audience?• What language is
appropriate?• e.g., security, desktop support, senior
/ junior
• How do you communicate
something to each?• Technical• Expertise
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Talking to Business
• Who is your audience?• How should this be
communicated?• What language is appropriate?
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Who is Business?
• Common ground:• Need for funding• Success measures• Demonstrated value
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Is IT Operations a Business?
• Delivering value to customers• Internally focused: IT operations
• Business unit within a business
• Externally focused: technology firm• IT operations might be the core business
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Connecting the Two Sides
The Trusted Advisor• Organizational leaders relying on IT advisors• No surprises because IT is a player at the table• IT can provide strategic direction at high levels• IT as a service: Consultant? Custodial?
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Positioning of IT Operations
• How are IT decisions made and
who makes them?• Who else influences?• What is the role of CIO in your organization?
• Who are your customers?• How do they impact service delivery?
• What are your core competencies?• How do they align with organizational needs?
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Key: How Can IT Help
• What do you think organizational
leaders need from IT to make your
organization stronger?• Regulation compliance• Improved competitiveness in your industry
Increased research funding Making and keeping customers Increased sales
• Increased internal efficiency• Better use of technology to further mission
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Building Bridges
• Professional connections• Who in your organization• How to develop the trusted
advisor relationship• Trust• Business value
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Trust
• Trust comes from• Perception of value• Good communication• Collaborative relationship
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How to Create Trust• Put connection before technical concepts• Don’t pretend• Focus on the customer’s perspective (who is your
audience)• Face problems and unhappy customers head-on• Listen• Don’t pull your punches• Document when it matters• Nothing is too small if it’s important to the customer• It isn’t a competition
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Business Value
• Depend upon IT and type of business• Internal – Organizational efficiency
• Productivity enhancements• e.g., reducing complexity• Complexity often takes 90% of internal
resources leaving little headroom for innovation• Cost reduction
• Streamlining internal business practices
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Business Value (cont.)
• External – Increases competitiveness in your
marketplace• Increased profits• Competitive advantage
• e.g., streamlined customer management
• Both internal and external
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Value is Perception
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Metrics
• Quantitative• Throughput, turnover time, SLAs
• Qualitative• Customer feedback surveys
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Organizational Culture Matters
• Keep cultural differences in mind• Corporate vs. government vs. university• Different teams: Windows / Unix / Mac• Different world view, depending where you “live”
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Know Your Audience
• Put yourself in their shoes• Communicate at the right level• How much to communicate
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Written Communication
• Email• Basics: subject, structure• Outage management• Communication to customers• Emails to organizational leaders
• Texting, social media• Think professional, not Facebook
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Face-to-Face
• Meetings• Fixed duration• Have a purpose• State goals• Stay on message• Summarize
• Presentations• Training• Persuasive
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The Elevator Pitch
“Very concise presentation of an idea covering all of its critical aspects, and delivered within a few minutes”
Useful even if you don’t have an
elevator• Describe the value proposition in clear
language• Written, verbal
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The Collaborative Relationship
• Trusted advisor• Being responsive to requests from above• Being a solutions provider• Be there when needed
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Professional Maturity
Reactive Proactive• Early in your career• Not being able to forecast due to
lack of experience or vision• Increases technical debt, or
cannot see it
• Comes with vision and maturity• Solving issues before they
become bigger problems• Thinking with an enterprise
mindset• Reducing or eliminating
technical debt through good practices and agility
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How Do You Know When You’ve Arrived?• Organizational leaders ask your opinion before
spending $$ on IT solutions• Leaders ask others to go through you for approval
before investing in IT• You’re invited to be part of the organization’s
management team• When you speak, leaders listen and respect your
opinions
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Where to Begin
• Look at specifics of your organization• Who are your core customers?• What impact can IT operations have?• What does business need from you?
• At what level can you personally make a
difference?• Is there a point-person to connect with
organizational leaders?• You• Your boss?
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Action Items
• Assess your organization before beginning• Look for opportunities to increase visibility• Sell these concepts to the rest of your team• IT operations should look for opportunities to
engage organizational leaders on issues
impacted by IT