28
Jul
2008
Using web tools - How to make them work for you
The web has become a workhorse for small business. It abounds with tools and information that provide value and productivity that would be unthinkable only a few years ago. The cost of accessing and using these tools and services is dropping all the time.
Sounds great doesn't it? However it's not without its difficulties. You don't need to go far before you hear stories about the cost and frustration of failed IT implementations. So what does it take to get it right?
All IT tools have their own implicit values and processes, their own strengths and weaknesses – but they might not necessarily match your own. Increasingly, powerful off the shelf tools can be acquired for free, or very little. The big question is how to choose the right tool, or how to work with a tool to get the outcome that you want from it.
In the last week I've come across several stories of businesses or organisations investing considerable time and money and not getting a workable outcome at the end.
In the same week we have also found the final piece in an IT solution that has been a really effective and cost-effective solution. I've been thinking a lot about why one development process works and another one doesn't. Here are some thoughts...
Strategies for implementing IT processes that work for you.
1. Deal with it.
One of the stories I heard was how some government work groups will happily spend a whole day debating the minutiae of a graphic design for a project, but will throw up their hands and walk away from the same detail when specifying the IT side of a project.
Don't do this. Don't presume that developers and vendors can read your mind.
Operate at a level and language that you are comfortable with. Remember that these systems should be doing simple and sensible things. Simple and sensible language can be used to describe these actions and outcomes.
Document these details and also key workflows and outcomes. Even if you think that the documentation doesn't look very professional or complete, it is still a lot better than no documentation at all.
2. Persevere.
Time and perseverance is your friend. Learning from your mistakes and growing your understanding of your real requirements over time, is often an inevitable part of reaching a successful conclusion.
What you will probably find is that you actually know less about what you want or need to achieve than you think. Sometimes it takes getting your hands dirty to work this sort of detail out.
3. Keep your costs of implementation or commitment low
If you are being honest about the trial and error nature of these processes, preferring low cost processes, or those that offer guaranteed outcomes, makes good sense. If you are looking to spend significant money make sure that you can get some sort of guarantee that you will receive your desired outcome.
4. Know what you really want. (Or find out)
Its surprising how often you really don't know what you really need in an application or process. This is what you are really dealing with in the trial and error processes discussed previously.
Documenting these requirements and describing the workflows that you want to achieve will help you not only confirm your own state of knowledge but give you something to work with when talking to salesmen and developers.
5. Be flexible
Software is just another kind of tool. Any carpenter will tell you that there is a hundred different ways to use a hammer and chisel. A great carpenter knows how to get the best out of their tools. With software tools, look for their potential, and be prepared to bend or change your processes if it means you can achieve your desired outcome more effectively or efficiently.
Just like a good carpenter I think successful outcomes are driven by a stakeholder having a clear view of the desired end goal, and a 'feel' for the tools at hand.
Experience has shown me that those clients who approach tools with imagination and flexibility are more likely to get an outcome that works for them, than those who are dogmatic or rigid in the process they want implemented. It is the final outcome which matters after all.
6. Keep it simple.
The simple solutions are often the best. For a start they are often easier to manage. The ease of use of a system is often the most important factor in its success.
Sometimes a simpler, more open system that requires a little bit more elbow grease is better and more usable than a highly automated system that is rigid and inflexible. If a system isn't pleasant to use, then people just won't use it.
7. It's all about relationships
You will always be working with other people when implementing these processes and tools. You will frequently need to hire outside talent for their specialist IT skills. Build good relationships with these people. The success of a project is often dependent on their understanding of your business, and their comfort with you as you negotiate the finer points of a process. Spend time with them, buy them coffee. find out about their business. You won't be sorry that you invested the time.
8. Independent advice
Remember that contractors are often pushing their own skill set, or tools. They may not always match your needs. Sometimes the best solution is to contact a third party and get them to evaluate the product or service on offer. Alternatively share experiences with other business owners.
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