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Technology Modifies Behavior and Creates Business Opportunities
CUNA has published an article about the changes in behaviors caused by technology. From the article: "In today’s credit union it’s more crucial than ever for the front-line staff to capitalize on cross-selling opportunities. However, according to the “Front-line Mystery Shop” study from Los Angeles-based Cohen Brown® Management Group Inc., 74% of front-line staff don’t recognize the clues of a sales opportunity. "
Colin discuses the need to use technology modification to realize sales opportunities that are lost in everyday business. Although focusing on Credit Unions, the practice is relevant in all other businesses as well. Information Technology specialists need to become more "business minded" and learn to not only recognize such opportunities but also help core business see these measures and find ways to implement them. The trend of business is shifting away from IT departments existing as a "black box" by making them an integral part of the strategic decision making process. As such, this will become an increasingly important skill for IT staff.
Yet another example of this trend can be read in a very recent article of CIO Update. Dennis Drogseth discusses why he believes IT management is at a tipping point, "Indeed, IT is no longer just about high levels of service availability. IT’s role is shifting towards enabling the actual creation of new business models."
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The use of wikis in business by Brandon
I’ve had some experience with this of late. I’m an engineer, not an IT guy, but I’ve been working to get a wiki implemented at my employer (a large oil services company) to serve as a knowledge base. The idea of a wiki is simple and easily demonstrated by the success of Wikipedia, so I thought it would be an easy task. On the contrary, a whole change in culture is necessary for the wiki philosophy to work. Management must trust the employees enough to give them the freedom to create something truly useful. If they don’t, they will choke the life out of the essentially social wiki culture and provide yet another service that is completely safe – and virtually unused.
Getting back to the point, however, the wiki represents an IT-based tool (in addition to blogs) that will, in my opinion, begin to dominate inter and intra-company communication. Given the critical nature of the success of communication in most any industry, it is easy to see the influence of IT in this arena.
It is interesting, however, to note the simplicity of these tools. I don’t know that an IT professional would be needed to administrate such things. In fact, that’s what makes the tools so useful – you remove the middleman. My point is, as the referenced article above indicates, the IT staff needs to develop a better business sense – not only because it will help the business, but because it will help them remain valuable in a world where services traditionally only available through the IT department are now increasingly accessible outside the IT ranks.