Working with the IT Department: Building a Successful Relationship Bill Maes Dalhousie University

6/3/2015Bill Maes, Dalhousie University2 Understanding the IT Dept. and IT Services Current context of the IT Department /IT ServicesCurrent context of the IT Department /IT Services –Institutional IT / Library IT /Consortial IT / Commercial - Hosted IT Determinants of IT / Library relationshipsDeterminants of IT / Library relationships –Organizational structures –Governance –Culture Preventing conflicts and improving relationshipsPreventing conflicts and improving relationships –Understand / define success –Understand areas of friction –Promote positive relationships Web 2.0 and beyondWeb 2.0 and beyond

6/3/2015Bill Maes, Dalhousie University3  Typically hosted by Institutional IT services or a service originating outside the Library  Typically / ideally hosted by Library IT

6/3/2015Bill Maes, Dalhousie University4 Determinants of IT / Library Relationships: Organizational Structures Size mattersSize matters –Library IT capability vs. IT Dept. capability Skill setsSkill sets EquipmentEquipment BudgetBudget Stature within the organizationStature within the organization –Recognition of importance within the institution –Reporting levels Assumed and Designated ResponsibilitiesAssumed and Designated Responsibilities The Need for ControlThe Need for Control

6/3/2015Bill Maes, Dalhousie University5 Determinants of IT / Library Relationships: IT Governance and its Impact The importance of good governanceThe importance of good governance –Establishes appropriate bodies –Defines responsibilities –Defines expectations –Defines relationships –Creates mutual understanding and respect Five IT department decision areasFive IT department decision areas –Principles –Architecture –Infrastructure –Enterprise application needs –Investment and prioritization Distributed Decision ModelDistributed Decision Model –IT Governance by Weill and Ross. Boston: Harvard Press Business School Press, 2004

6/3/2015Bill Maes, Dalhousie University6 University IT Governance Model Ridley, Mike. Information Technology (IT) Governance: a Position Paper. U. of Guelph, 2006

6/3/2015Bill Maes, Dalhousie University7 Determinants of IT / Library Relationships: Culture IT Culture Stereotypes Library Culture Stereotypes Technology oriented People oriented Security conscious Open access, removal of barriers Solitary, Isolated Mainstream, part of action Training (narrow) Training (broad) Task oriented Solution oriented Faceless In your face Disruptive changes with little notice or explanation Consult and inform users Caustic attitude, contempt for computer users Courteous, helpful Somewhat selfish Altruistic

6/3/2015Bill Maes, Dalhousie University8 Preventing Conflict, Improving Relationships Success factors in judging IT performanceSuccess factors in judging IT performance –Be clear about what constitutes success Minimal downtimeMinimal downtime Speed of responseSpeed of response On time deliveryOn time delivery Stays within agreed budgetsStays within agreed budgets Quality of workQuality of work Etc.Etc. Contracts, service agreementsContracts, service agreements Reasonable expectationsReasonable expectations

6/3/2015Bill Maes, Dalhousie University9 Preventing Conflict, Improving Relationships Understand areas of frictionUnderstand areas of friction –Expectations don’t match –Priority setting—everybody thinks their problem is the most important –Poor communications / different style of communication –IT mandate vs. departmental and library mandates –Cost of services –Control—everyone wants it Rogue installations, ignoring standardsRogue installations, ignoring standards –Recognition or lack thereof

6/3/2015Bill Maes, Dalhousie University10 Preventing Conflict, Improving Relationships Promote positive relationshipsPromote positive relationships –Respect differences –Be conscious of IT Dept. pressures and constraints –Treat IT Dept. staff with respect—surprised how professional staff treat technicians –Appoint librarian in liaison role to be the intermediary between professionals and technicians –Take every opportunity to teach IT Dept. staff about libraries –Support the IT Dept. in public forums—after all you depend on them –Collaborate in projects which give IT profile with faculty and the institution—electronic publishing centres –Show appreciation often and genuinely

6/3/2015Bill Maes, Dalhousie University11 Determinants of IT / Library Relationships: The Challenge of Web 2.0, etc. Effects of Web 2.0 on the future of IT and Library IT DepartmentsEffects of Web 2.0 on the future of IT and Library IT Departments –Second Life –Facebook –Del.icio.us –Blogs –Wikis