IS Policy Ch 5

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  1. Principles of Good Communication (4)
    • 1. Effectiveness is measured by outcomes
    • 2. Social Behavior
    • 3. Shared Knowledge improves communication
    • 4. Mature organizations have better communication
  2. Principle 3 - Shared Knowledge Improves Communication
    The more IT staff knows about the business, the better for communication

    Shared Knowledge is beginning of virtuous cycle
  3. Virtuous Communication Cycle
    IT people understand business better. Leads to increased communication. Leads to more success. Leads to more communication and improved relationships.
  4. Principle 4 - Mature Organizations have better Communication
    Strong organizational practices support & reinforce good interpersonal communication

    Appropriate communication @ both strategy & operational level.
  5. Obstacles to Effective Communication (5)
    • 1. Changing nature of IT work (multiple cultures, times zones, virtual contacts)
    • 2. Hiring Practices (soft skills needed vs. technical only)
    • 3. IT/business org structures (silos)
    • 4. Nature & frequency of communication (formal vs. informal)
    • 5. Attitude - Desire to be right vs. desire to communicate effectively
  6. T-Level Communication (4)
    • Translation
    • Tailoring
    • Transparency
    • Thinking, Talking, Listening
  7. T-Level - Translation
    IT managers must translate IT’s operational performance into business performance and drive home the message that all IT initiatives are business initiatives.

    IT Technology Issues --> Business Impact --> Business Solutions --> IT Solutions
  8. T-Level - Tailoring
    IT staff adapts communication to audience

    -Understand needs, agendas, politics

    - Choosing suitable communication method (reports, face to face, emails)
  9. T-Level - Transparency
    Business to understand what IT is doing and what it costs.

    Honest, accurate, ethical, respectful communication.

    Communication flow both ways
  10. T-Level - Thinking, Talking, Listening
    Get inside the head of business. Understand how to talk and how to listen
  11. Improve IT-Business Communication (5)
    • 1. Make importance of communication visible
    • 2. HR develop new skill expectations and roles
    • 3. Develop communication skills formally and informally
    • 4. Increase nature and frequency of communication
    • 5. Spend more time on communication.
  12. Informal Communication
    Sharing of tacit and unstructured knowledge, which takes place in low-risk and informal settings, that contributes most to effective communication

Card Set Information

IS Policy Ch 5
2015-10-10 19:43:03

IS Policy Ch 5
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