Many times, I remind our staff and tell our clients that we are in the communications business, not the IT business. Technical folks (myself included) tend to gravitate to a technical solution and communicate in terms that the client doesn’t understand. This creates frustration for both parties. More importantly, the client doesn’t feel like they were listened to and that the technician doesn’t care about them or their issue. On the other hand, technician feels (falsely) that they understood the client’s issue and have thus, solved the problem. Then, the technician is frustrated when the implemented solution doesn’t meet the client’s needs or expectations. I came across this TED talk recently. Although it doesn’t directly address the issue of listening, the presenter does a good job in laying out how technologists should communicate their ideas.
I am continuously looking for ways to improve communications within our office. So much of what we do in the IT service industry revolves around interpreting a client’s need and meeting their expectations. Immediate and concise communications between co-workers can be a critical component, and possible asset, when servicing clients. Email was a valuable tool for a time. One-to-one messaging tools then became the preferred tool, but these were lacking. Recently, I set off to find “The One”. I wanted a single messaging application that included the following features:
One-to-one and one-to-many communications
Supported “threads” for organizing message content by department or subject matter
Allowed for posting of documents or screen shots
Was browser-based and also had an app for PCs, Macs, and mobile devices