What are our responsibilities as merchants of change?
In the IT industry, we are in a constant flux of change. New technologies, programs, operating systems, hardware – you name it. Often it’s hard for professionals to maintain a hold on all of the changes, and to be knowledgeable enough to navigate thought the pros and cons. Imagine the confusion and dismay to those who have no clue as to even the most basic concepts of our changing technological environment. They are subject to depend on we as professionals to decide the benefits and need of changes to their working environment. Even savvy users often are force to take on the changes of upgrades or complete different systems.
As IT professionals, we often make decisions based on available resources (money), security needs, ease of use, ease of upgrade, and of course – personal preference. Non of which may have the interest of the end user truly in mind. All too often I have seen changes made because a manager or IT administrator was in love with the NEW and SHINNY – or wanted to be close to the bleeding edge in their company. This can be costly, both in financially, but also in work related frustration, leading to lower productivity and disgruntled employees. ( See companies who upgraded to Microsoft Millennia Edition or Vista for example.)
We must be agents working not only for improvement of company needs (perceived or real), but also with those that will be working with the technology day in and day out. To find that balance is actually more work up front. It involves not only knowing the available technology, but also those who will be working with it, and what their REAL needs are. This means interview not only department managers, but all key personnel who will be involved. Digging deep to understand both the needs and what the impact of changing the existing system will mean. We also need to be willing to see when the existing system is good enough for now.
One of the frustrating situations that we often run into is the case of old technology just not being supported, either by the manufacturer, or by operating systems. In these cases there is not a choice of keeping the old system. Again – we need to be ambassadors, not solders of change. Yes, people my be forced to accept the change, but we can make it easier. Creating a good change strategy that involved the least impact on the regular schedule. Good training, and effective follow up will lessen the blow and ease the transition. We also have to be good sales men, getting the end user to realize the benefits, and then keeping the promises of those benefits.
Change is a way of life with technology. But there are affective ways to aid those who have little or no choice in the changes around them. It takes time, effort, empathy, and a bit of humility to be a good merchant of change. It is our responsibility to look for the safest, most cost effective technological changes for our companies. But it is also our responsibility to work with those affected by such change to be as trained and effective by such change.
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