#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...

Sloan Miller Natasha Baglin@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...

Sloan Miller Natasha Baglin@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 BaglinSenior Project ManagerAYC Media

Background - 8+ yrs in the industry - B.S. in Speech & Hearing Sciences - Ecommerce + hospitality expertise

Sloan MillerOperations + StrategyConsultant

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


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





The question:● it’s fair + well reasoned ● works from common ground ● reiterates expectations● asks timeline specifics






A technical answerThe 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 downDefine the technical issues by finding the keywords...





Evaluating the answerThe answer:● indicates work order● addresses “cause of delay”

but...● uses some tech jargon● seems a little defensive● avoids “layout v. designs”● ignores stated

expectations





Is it reasonable?

Given the explanation of the core issues, is a two to three week delay reasonable?






The Curious Case of the Unexpected Delay

As the VP of Marketing your first thoughts are...




Asking a question



“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 ina new way - requiring a significant amount of additional work - a week of coding and a week of cross browser testing.”


Evaluating the answerThe 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?Given the explanation of 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 2Confessions 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@PMOwned @NatashaBaglin

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

Sloan Miller Natasha Baglin@PMOwned @NatashaBaglinPhoto credit: iStock


Asking a questionAs 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





Your question:● reaffirms the goals● invokes the project scope● reiterates an expectation● asks a specific question

about a budget change






“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.”


Evaluating the answerThe answer...● touches on functionality ● answers cause of “more

funds” requestbut...● uses tech jargon● indicatives a lack of

proper planning● doesn’t address why this

wasn’t discussed earlierSloan Miller Natasha Baglin@PMOwned @NatashaBaglin





Is it reasonable?

Given the explanation of the core issues, is the request for additional funds reasonable?



Confessions of a Busted Piggy Bank


Asking a question




As the owner of a yoga studio your first thoughts are...



“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.”


Evaluating the answerThe 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?


Given the explanation of the core issues, is the request for additional funds reasonable?


● Ideal project planning order:○ define the needs ○ research options○ refine requirements○ execute on functionality

● Weigh the cost/benefits● Who pays for unexpected

expenses/resources?

Sloan Miller Natasha Baglin@PMOwned @NatashaBaglinSloan Miller Natasha Baglin@PMOwned @NatashaBaglin Photo credit: iStock


● 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 your first thoughts are...

Asking a question


The question:● is emotional + aggressive● reflects ‘personal use’ bias

assumptions● doesn’t ask a question





The question:● states an expected user

behavior● references stated goals● reiterates an expectation● expresses your displeasure






“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.


Evaluating the answerThe 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@PMOwned @NatashaBaglin





Is it reasonable?

Given the explanation of the core issues, does the explanation for the disappointment hold water?



Legend of the Dangerous Assumptions





As the Advancement Director your first thoughts are...

Asking a question



“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.”


Evaluating the answerThe answer:● brings up a number of

technical issues● acknowledges decisions

made + reasoning ● provides alternatives

but...● uses technical jargon● doesn’t reiterate nor

confirmed assumptions Sloan Miller Natasha Baglin@PMOwned @NatashaBaglin





Is it reasonable?Given the explanation of the core issues, does the explanation for the disappointment hold water?



● 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



● 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 TipsHow 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

#1What projects are you most/least proud of and why?

Given the opportunity, what would you change about those projects?



#2What is your favorite programming language? Why?

Which ones do you hate?



#3You 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?


Conclusions

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...


The Curious Case of the Unexpected DelayHopefully 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


Confessions of a Busted Piggy BankHopefully we’ve empowered you to ask about...

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


Legend of the AssumptionsHopefully we’ve empowered you to ask about...

● 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?


It’s been an hour...


THANK YOU!Natasha BaglinSenior Project ManagerAYC Media@NatashaBaglin

Sloan MillerOperations + StrategyConsultant@PMOwned

#PTW16 - A Better Way to Talk Tech

Technology

Transcript of #PTW16 - A Better Way to Talk Tech