What’s the link between coaching youth hockey and managing end users?

In the summer, I enjoy doing volunteer work as a soccer coach for kids and teenagers. I do the same in the winter when hockey season begins. I find it challenging to bring different personalities to work as a group towards achieving common goals as a team. Being a coach doesn’t come without training however. And I remember one trainer commenting on being a coach as he said “if a given player isn’t doing what you asked him to, the first question you need to ask is: did I tell him? The second question is: did the player understand? The third: did I explain it well?” He ended up by saying “if your answer is yes to all three questions, then repeat as often as necessary”.

When I found myself with a client’s network manager talking about how sophisticated phishing campaigns have become, I remembered this wise comment about that coach trainer. This network administrator in particular admitted than even his seasoned team of network managers came close to being caught in one of these sophisticated phishing campaigns. It was a well-designed one using their GoDaddy account. It’s only when someone took the time to check the links that they noticed something fishy. The average user might very well have fallen victim of this. With regards to end users, ask yourself: “if a given user isn’t doing what you asked him to with regards to suspicious emails, the first question you need to ask is did I tell him? The second question is did the user understand the potential consequences? Thirdly, did I explain it in terms the average user understands?”  I end up by saying “if your answer is yes to all three questions, then keep repeating as users will forget over time and new users become part of your community”.

Charles Tremblay, Account Manager

The greatest IT confusion ever?

Does it even beat Y2K? It’s been a year now since I rejoined the IT integration industry. When I left it in 2003 to focus on PKI technologies, it was still the good old days of client server IT infrastructure right after Y2K and the dot-com bubble burst. For a year now I have been trying to understand clients’ challenges to see how I can help. For a year now I have observed my clients trying themselves to understand the mutations that appear to be changing the IT industry and how it affects them not only on a business level but also on professional AND personal levels as well. I find them fearful and closed. Witnessing this, I told a colleague of mine “it seems our clients are capable of telling us what they don’t want but rarely have a clear vision of what they’re aiming for”!Trending concepts
Big data, the internet of things, stuff called cloud, anything anywhere anytime on any device, the software defined companies etc. – all these new terminologies are being bombarded to our clients and are supposed to showcase the many new trends in the industry. I have recently been to a seminar where the audience was separated in three categories: traditional IT folks who resist these changes and new trends because they reshape traditional IT infrastructure and thus may even jeopardize their job definition or security, new line of business managers who embrace change and are shopping for apps that get the job done and high management who talk the numbers’ language (growth percentage, market share and other measurable KPIs) with whom you need to be able to prove ROI (not TCO this is the IT folks’ concerns).

And there we have it: widespread confusion and fear. Y2K all over again? People forget, BI has been around for a while, so has the Internet, thin client environments, databases etc. It’s just happening on a different scale and the challenge remains to bridge the gap between corporate and business objectives as defined by high management, finding the right tools and processes to get the job done by line of business owners and IT that still has an important role in solution selection, integration and support be it on site or off site.

My challenge over the last year has been to overcome those fears so as to allow my clients to have open discussions on their business objectives and avoid the use of buzz words to refocus on “where do you want to be in three to five years as a company, what IT tools will be required to help you get there and what are the ones I can help you with”.

Charles Tremblay, ESI account manager