From the attachment, provide recommendations for improving business-IT communication. Provide examples from your own experience to support your ideas.
o Your answer must be substantive, which usually requires 300 words or more
o Your answer must be well written and well organized
o Your answer must include properly formatted APA in-text citation to a scholarly reference. The full reference must be provided at the end of your answer with a link.
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
© 2015 Pearson Education, Inc. Publishing as Prentice Hall
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
5-3
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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.
5-4
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-5
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”
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-11
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.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-12
Nature and frequency of
communication:
Formal interactions improve communication,
but communication should not exclusively
occur in formal interactions (e.g., through IT
governance).
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-13
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”
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-14
Translation
: A four-step process
Business
Impact of
Technology
Issues
Business
Technology
Issues
IT Solutions
Business
Solutions
IT
Translation
Translation
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-15
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.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-17
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”.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-18
Make the importance of effective
communication visible.
Work with HR to develop new skill
expectations and roles.
Develop communication skills both
formally and informally.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-19
Increase the nature and frequency of
communication.
Spend more time on communication.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 5-20
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.
© 2015 Pearson Education, Inc. Publishing as Prentice Hall 3-21
Copyright © 2015 Pearson Education, Inc.
Publishing as Prentice Hall