(2003) the puzzle of technology: closing the gap between promise and reality

The Puzzle of Technology:Closing the Gap Between Promise and Reality

Devendra ShrikhandeWeb Manager

Northwest College

Discuss opinions gleaned from Northwest College’s

experience in Web presence redesign

The nuts and bolts of delivering change

The small type i.e. disclaimer

For a complex issue not all solutions are universal

Universal Rule: Edit and Adapt!

Apples, Oranges and Shoes

Name the 800 lb. invisible gorilla in every organization

Organizational Culture

Written and unwritten rules that shape and reflect the way an organization operates.

Invisible: No one addresses it directlyGorilla : Shapes processes and therefore results

 The Nonprofit Good Practice Guidehttp://www.nonprofitbasics.org/

Northwest College

2-year school with a residential campus Student body of around 1,700 (FTE 1100) Located in Northwest Wyoming (rural area) Strong tradition of transferring students to 4-year schools

Advantage: NWC can shape itselfDisadvantage: Stagnancy

The Web Site

1999 First version. Outsourced to a vendor 2001 Moved in-house with faculty as developer Many parties involved in the Web presence WebCT, Datatel, individual program servers

Develop and maintain a Web presencethat accurately represents the institution

and helps deliver institutional goals.

All this by an Army of one.

The Candidate

Background in Engineering-Communications-Business

Suggested Solution

Go dynamic! Introduce database driven applications

Organizational Culture

Written and unwritten rules that shape and reflect the way an organization really operates.

Important to understand to audit current processes.

Northwest Site Survey

The Good Sufficient informational breadth - no obvious gaps Some staff had developed basic familiarity with Web processes

The Bad With processes in place established culture And therefore habits would need to change Web site is the caboose in the communication chain

The UglyStatic = a monster to maintain Site Structure, content replicated the institutional approachOld URL: http://nwc.cc.wy.us/general/welcome.htm

Importance of culture and self-understanding.

Web presence is not a static identity but a culmination of organizational processes.

Your background shapes your approach.

No comprehensive presence of database-driven applications

Therefore college needs to understand it faceswholesale change and a learning curve

Useful Principles

1. Successful participation across organizational layers2. Fit3. Project Planning4. Creating a process structure- Policy5. (Some) resistance is inevitable6. Relationship Development7. Project Implementation (Multi-task)8. Split focus9. Ownership10. Training11. Follow Up12. Change Indicators

1- The cross-currents of success

Strategic Success starts from the top downOperational Success flows the other way

NWC: Administration participates in policy, frontline assists application design

2- Fit is important.“If it doesn’t fit – they will quit!”

Applications that do not fit institutional operational processes are ignoredIf unused, resource value is lost

Monday Morning/Friday Afternoon rule: easy to use.

NWC: Online Staff Directory: Adjunct Faculty and Instruction office will be introduced in Staff Directory version 2.0

3- Project Planning

Audience Focus vs. Organizational structure

Result Audience focus

Process for Result Respect Institutional structure

NWC: Check with Divisions to determine who is responsible before assigning tasks. Keep appropriate levels within the Division informed of task assignments.

4- Web Management Policies & Processes

More than a do’s & don’ts documentUnderstand Relationships and Engage Administration

NWC: 3 Sections-1- Web Components2- Web Participants3- Web Processes http://www.northwestcollege.edu/Intranet/admin.cfm

5- Resistance might not be futile But neither is it totally avoidable

The Borg can dominate and force change, we cannotThe enemy is Resistance not the people.

Resistance is usually based on:1- Adding to the work load2- Need to learn something new3- Attitude

Understand the real processLearn the what, how and why of their activityBring them into the development process

NWC: Met with the phone operator for the directory, applications assistant for the online application process

6- Building Relationships Engaging Frontline Staff reduces resistance

Photography: Identify with the subjectsSame with the Web.

7- Implementing your projects

Multi-task across priorities/institution

People-Projects move at different speeds.

NWC: Started discussions and parameter alignments for online applications well before the staff directory was launched. At that time started relationship development within Instructional area. Now onto scholarship staff and residential life…

8- Maintain a split-focus

Address the immediate with an eye on the future

Sequence projects to build on each other

NWC: Delivered online staff directory, foundation for intranet administrationWill introduce adjunct faculty listing now that online directory is a part of the process

9- Build ownership on the site

Creating owners delivers champions

Consider this internal viral marketing

NWC: Recognize cross-functional participation and always mention others involved and future administrators within internal launch alerts

10- Training

Tough as we are not professional trainersProject is “completed”, focus is on next project

Training important as it instills confidenceStarts when you involve them in the design process

NWC: Conduct the training at their station. If appropriate also deliver some helpful tips that help make it even easier using the web (bookmark, opening another window, etc.)

11- Follow up

Maintain communication after launch, fix bugs and develop upgrade list

Follow up exemplifies commitment

NWC: Modified email alert of the online application to deliver additional information and additional staff accommodate for change.

12- Change Indicators

Tools that send subtle signals of change

They help people adjust thought processes, change habits and adapt

NWC: Creating a Lexicon http://www.northwestcollege.edu/lexicon/

In Summation

o Understand Yourself- Organizational Cultureo Fit is important and delivers true value for changeo Seek to understand processes before you change themo Build relationships, involve across the organizationo Balance short term needs with long term priorities

Thank You!

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devendra@northwestcollege.eduwww.hasth.com/dss