IT Specialists Bridge the Communication Gap

Tom Carpenter
September 13, 2006

As credit unions integrate technology into business operations, information technology (IT) specialists are taking on more corporate responsibilities. Most organizations expect IT staff members to communicate effectively with others as their positions become more visible.

Historically, IT departments have been more task-oriented than people-oriented. By becoming better communicators, IT specialists can help people better understand and use technology, reduce resistance to change, improve their ability to influence others, and increase their value within the organization.

IT specialists must be able to deliver information in a way others can understand it. Here are ten communication tips IT specialists won’t want to forget:

1. Know your audience . If you’re talking to other IT professionals, go ahead and use technical language. But if your audience is nontechnical, avoid jargon whenever possible. Explain to nontechies how technology will affect them and how they can take advantage of it.

2. Filter and translate your knowledge . Act as a filter and translator when communicating technical information. It’s up to you to decide what people need to know, and what won’t matter to them. Try these techniques to translate technical information into a format others can understand:

• Compare : Use analogies to compare a new idea or concept to something with which they’re familiar.
• Contrast : Refer to the user’s background knowledge and point out the new technology’s benefits. Contrast the benefits of a new solution with the hang-ups of an old solution.
• Construct : Deliver a simple concept and build on that idea until they have the information they need. This takes more time, but it can be a lifesaver when explaining complex concepts.

3. Embrace empathy . Try to see things from another perspective. The IT perspective often is technically slanted, while other perspectives are more business oriented. By wearing another person’s shoes, you begin to bridge that gap.

4. Consider your responsiveness . Be brief, and deliver quick responses. Responding to a question or complaint quickly demonstrates respect and a willingness to improve a situation.

5. Structure your message . Clearly present your case. Begin by stating why, then when, and then how. Sometimes experts feel the urge to jump into “how” first. But on the receiving end, it’s human nature to first ask, “Why are we doing this and when do we need to do it?”

6. Reduce intimidation . Inform people that you had to learn to use a particular technology, too. Use phrases such as, “When I first learned this, I had a difficult time with . . .” This helps build rapport and trust.

7. Assume nothing . IT pros sometimes discuss what they think are simple technologies, but they may be complex to end users. Keep it simple and assume nothing.

8. Let them talk . People prefer conversing with those who listen to them. Talking through issues sometimes helps people find their own solutions.

9. Match conversational modalities . Search for clues that tell you whether someone is a verbal, visual, or kinesthetic communicator. If people use a term such as, “I hear what you’re saying,” they might be verbal communicators. If they say, “I see how that might work,” they might be visual. If they say, “I’d like to touch on a few topics,” they may be kinesthetic learners. Picking up on these clues lets you tailor your messages in a way with which they identify.

10. Plan written communications . Determine the scope of your work and ask yourself, “Why am I writing?” Your answer will help formulate the message. If you’re writing to inform, simply deliver the information. If you’re writing to educate, simplify and clarify your message. If your purpose is to influence, use your message to motivate. And if your purpose is to direct, issue instructions or provide marching orders.

Tom Carpenter hosts an e-learning series, “Communication Skills for IT Specialists,” from LearnKey, St. George, Utah. This story appeared in Credit Union Magazine at www.creditunionmagazine.com and is reprinted with permission.