IT has an image problem in many organizations, which, for the most part, is perception and not reality, according to Cutter Consortium Senior Consultant Kenneth Rau.
"Most CIOs I speak with report delivering 80%, 90%, or 95% of projects on time and can't understand why IT is still disliked and why the most common complaints are lack of performance or value contribution. Taken together, these two factors -- high percentage of delivery and chronic complaints -- represent an almost classic definition of a perception or image problem.
"While the root cause of most IT image problems is the endemic introverted personality of IT, the symptoms can be treated. What's needed is the design, development, internalization, and delivery of clear, compelling, consistent messages about IT's direction, purpose, and accomplishments. This is not the platitude-laden, elevator speech about IT, but rather a series of specific stories about what is planned, underway, or, most importantly, recently accomplished by IT," says Rau.
Politicians have sound bites; IT should have a ready reserve of success stories to deliver. Each story needs to be told in less than one minute and should have three parts:
- A description of the discovered need or situation
- The agreed-upon objectives and deliverables
- Actions taken and the results achieved
Rau concludes, "To contribute to an improved IT image, the development of these stories (or sound bites) should not be approached informally, but rather as a mini-project or initiative. Schedule the meeting(s); gather the troops; invite representatives from the marketing department for counsel and advice, if appropriate; identify and develop the stories; refine, publish, and communicate the results; and finally, consider an organizational change management effort within IT to ensure internalization and usage of the IT image sound bites by employees of IT. A little effort in this area can significantly improve IT's image."
To request the Cutter Consortium Business-IT Strategies Executive Update in which these comments were made, or to schedule an interview with Kenneth Rau, contact .
More information about Kenneth Rau is available at http://www.cutter.com/meet-our-experts/rauk.html.
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