FALLING BUDGETS, RISING EXPECTATIONS

A CAUSE95 CURRENT ISSUES SESSION

MODERATED BY 

Paul Morris
Tufts University


SUMMARY

During the discussion, our topic got re-focussed 
to: "How to manage unrealistic user expectations?" 
The following is a summary of the main points 
raised by the group:

1. What is the problem, what are the symptoms?

  i. Typical users' viewpoints we have to deal 
     with:

     * we (the users) can do it better
     * we give you the money, give us what we 
       want
     * give us the same services for less or
     * more services expected for same money
     * get rid of books, go electronic
     * "technology will save us money"
     * no more administrators!
     * management by magazine: Pres reads something 
       in a popular magazine, wants us to do it

   ii.  Bad things that are happening

     * no time for staff training
     * hard-working staff discouraged by 
       criticism, unrealistic demands
     * like taking a shower under Niagara Falls - 
       just too much stuff keep coming
     * salary range for tech staff too low - 
       losing best people (but salaries often 
       higher than some faculty)
     * impact on school image

2. Causes

  I. How have we (IT) contributed to the problem?

     * We have oiled the squeaky wheel 
     * We ask for/accept more equipment without 
       staff: a mixed blessing without more staff 
       to service its users
     * Our organization grew willy-nilly without 
       much planning
     * Offered things free to get people 
       interested, have created expectation it 
       will always be free and available
     * hard to say no because of consumer 
       orientation
     * too many service offerings leads to shoddy 
       work, which leads to doubt about competence 
       and also time wasted on rework
     * hard to say no to exciting projects

  ii. Funding model

     * increased demand for services which are 
       offered free
     * some services are charged, some are free - 
       confusing
     * can money saved elsewhere by an IT project 
       be captured to fund that project?
     * "pro bono" pricing
     * IT gave things/services away for free to 
       encourage use - no very difficult to start 
       charging for those things

  iii. Growth in demand

     * meet request for one person, then everyone 
       wants it, even if it won't scale
     * hard to discontinue a service
     * no agreement on services, scope or standards
     * no focus on priorities
     * any request leads to a permanent service, 
       even if very few people benefit

3. Possible Solutions

  i. Set standards

     * get input
     * enforcement: no support for non-standards
     * users accept responsibility (use own support 
       staff)
     * different solutions in different 
       organizations

  ii. Strategic planning

     * helps set expectations
     * helps set priorities
     * baseline for assessment of progress and 
       achievement
     * forum for IT to make commitments (list 
       projects to do and not do) 

  iii. Agreements with users

     * sets ealistic expectations with users
     * performance standards
     * make agreements on services, scope, 
       standards

  iv. Get support where the power lies

     * educate president etc
     * illustrations, demos

  v. Communicate

     How?

       * listserv 
       * personal visits 
       * rumor and answers 
       * bulletin boards 
       * dept liaisons 
       * web 
       * newsletter

     What?

       * services for $ 
       * plans 
       * what's going on 
       * what staff is doing 
       * standards