Computer Science

Chapter 5

5-1 © 2015 Pearson Education, Inc. Publishing as Prentice Hall

© 2015 Pearson Education, Inc. Publishing as Prentice Hall

Communication is a key social element of the organizational alignment between IT and business.

One of the most important skills IT staff needs to develop is how to communicate effectively with businesses.

5-2

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Good communication is essential for: ✓ Building trust and partnerships between

the business and IT ✓ Helping IT to manage the business

perceptions of IT ✓ Understanding the priorities and pressures

of the business ✓ Conveying the business value of IT

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Principle 1: The effectiveness of communication is measured by its outcomes.

Principle 2: Communication is social behavior.

Principle 3: Shared knowledge improves communication.

Principle 4: Mature organizations have better communication.

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Communication should be measure by its outcomes rather than our intentions.

Communication can get distorted through filters such as politics, culture, and personal points of view.

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Communication not only transmits ideas; it also negotiates relationships.

How you say what you mean is just as important as what you say.

IT staff and managers need to become aware of the power of different linguistic styles in communication situations.

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The more IT staff learns about the business, the better communication becomes.

Shared knowledge is the beginning of the “virtuous circle”.

Shared Knowledge

Increased Communication

Mutual Understanding and “Common Sense”

Implementation Success

THE VIRTUOUS COMMUNICATION CYCLE

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Strong organizational practices support and reinforce good interpersonal communication.

Mature IT organizations embed appropriate communication at the operational and strategic level.

“You can’t be a partner unless you’re a mature IT organization”

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The changing nature of IT work:

IT work has become more complex over time. Multiple cultures, different political contexts, various times zones, and virtual contacts make communication more challenging.

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Hiring practices:

IT skills are changing to become more consultative and collaborative, rather than focused exclusively on technology.

“IT organizations can no longer support smart, super-talented but socially disruptive people”

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IT and business organization structures:

IT staff is expected to play a “knowledge broker” role, not only between IT and business but also between business units. Thus, business silos can make this communication challenging.

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Nature and frequency of communication:

Formal interactions improve communication, but communication should not exclusively occur in formal interactions (e.g., through IT governance).

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Attitude:

Many IT staff are motivated by the desire to be right rather than the desire to communicate effectively.

“We definitely need a ‘we’ attitude in IT, rather than ‘us-them’ attitude”

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Translation: A four-step process

Business Impact of

Technology Issues

Business

Technology Issues

IT Solutions Business Solutions

IT

Translation

Translation

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Tailoring:

IT staff needs to adapt their communication to the needs of their audience by:

-- Understanding needs, agendas, and politics.

-- Choosing the suitable communication method (e.g., reports, face-to-face, e-mails).

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Transparency:

The business needs to see what is being done in IT and what it costs. This means:

-- Communication that is honest, accurate, ethical, and respectful.

-- Getting the communication process flowing both ways.

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Thinking, talking, and listening:

--IT staff needs to understand how and where to speak and how to listen to others.

-- Communicating innovative ideas effectively involves “getting inside the head of the business”.

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Make the importance of effective communication visible.

Work with HR to develop new skill expectations and roles.

Develop communication skills both formally and informally.

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Increase the nature and frequency of communication.

Spend more time on communication.

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Effective communication can overcome misunderstandings, dysfunctional behavior, and, above all, failures to deliver IT value.

Good communication has both social and organizational dimensions.

A “virtuous circle” of communication can improve IT performance and perceptions of IT value.

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Copyright © 2015 Pearson Education, Inc. Publishing as Prentice Hall