How the best CIOs bring the IT department closer to the rest of the company, by Terry Bennett.

Guest blog by Terry Bennett, Partner at Fortium Partners.

At a time when all companies need everyone on one team pulling together, IT professionals are often seen by others as ... well ... different. There’s just something about IT that causes others to feel they are outsiders marching to a different drum.

As CIO, how can you help your organization overcome the perception that they are not really part of the corporate team?

What Causes IT's Outsider Reputation?

Many of the people in IT your organization pride themselves on their technical skills rather than their business proficiency. They see themselves as IT professionals rather than bankers, manufacturers, or retailers. They figure that they can easily take their skills to another industry using similar technology. This is a major cause of the business knowledge - communication gap. It also tends to cause those in other areas to feel that the IT folks may have invested their hands in helping the company – but not their hearts.

At some companies, it could be that IT is still locked behind closed doors and rarely seen. There may be insufficient communication provided on what IT is working on or the value they are bringing to the business. And we mustn't forget the tendency many IT professionals have toward introversion, and a lack of interest or skills in the area of relationship-building.

This "IT as an outsider" issue can only be addressed by changing mindsets both inside and outside IT. And it won’t be easy. There are many preconceived notions and years of history to overcome.

Actions to Overcome IT’s Outsider Reputation:

  • Change the IT Mindset
    We’ve been told for years that IT needs to be more business focused. Yet in CIO magazine's 2014 State of the CIO report, nearly half of the CIOs said they have challenges getting their IT staff to be more business-oriented and customer-facing. This isn’t simply about aligning IT with the business; it is about realizing that IT is a critical element of the business. It isn’t just about using business language; it is about thinking like a businessperson. This doesn’t happen magically. It takes commitment. It takes leadership.
    • Invite the CFO to a department meeting to explain the company’s annual statement in layman’s terms.
    • Invite other department leaders to talk about their goals. Learn the metrics they use to measure the performance of their area and watch how they are trending.
    • Bring in vendors to talk about the state of your industry.
    • Allocate time for your staff to shadow various processes throughout the business and then have them explain what they’ve learned to their peers.
    • Gain an understanding of your competition and how you compare.
    • Set the example for your staff by becoming customer-obsessed and inspire them to do the same.  

  • Align Goals
    For everyone to be pulling in the same direction, goals as well as rewards must be aligned. I saw a recent study by Blueprint Software which reported that 69% of IT leaders said their IT project teams do not regularly have an understanding of the project’s business objectives. Does that sound like everyone pulling together? Often we see that the objectives of the IT department (stability, efficiency, redundancy, cost efficiency, risk mitigation) conflict with goals of other areas like Marketing (speed to market, differentiation, flexibility, brand experience, innovation). When such conflicts arise, IT’s reputation is to simply say “No” and allow the FUD factor (fear, uncertainty, & doubt) to end the discussion. Yet we must realize that all of these objectives are important to the company to one degree or another. As such, a discussion is needed to properly educate all parties and reach the best decision for the company. A properly-aligned reward system helps to provide the appropriate focus.

  • Show Your Appreciation.
    Did Sales just land a new account? Did the folks in the warehouse have to work overtime to get out an important shipment? Did you hear about a Customer Service representative who was cited by a customer for providing outstanding service? Show them that their efforts are appreciated. It could be as simple as a card signed by everyone in IT or bringing in cookies to recognize their efforts. Realize also that it doesn’t require a record-setting event to warrant appreciation. Every day people in your company are working hard to make it a success. It could be the administrative assistants, maintenance staff or janitorial crew. Everyone has a part to play. Help others realize that IT appreciates what they are doing.

  • Participate in Company Activities.
    Most companies have various activities to build camaraderie. These might include a company picnic, anniversary celebration, holiday luncheon, Corporate Challenge competition, or an activity to support a nonprofit organization. Some IT personnel seem uncomfortable participating in such events. Encourage everyone to step away from their desks and join in the activities. Challenge them to use this as an opportunity to get to know others in the company rather than simply sitting with those they already know. Be sure to set the example yourself. At your next team meeting, you might even ask team members to relate something they learned about someone else at the event.

Today’s competitive environment is getting tougher. Maintaining status quo is not an option. Your company needs everyone wearing the same jersey while pulling together on the same rope and in the same direction.

You can make the difference!

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