Betwixt & Betwixt & Between Between the role, value and place the role, value and place of the of the IT Liaison IT Liaison June 12, 2007 June 12, 2007 Matt Braaten Lander University EDUCAUSE Southeast Regional Conference 2007 Navigating the Rapids of Campus Technology
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Betwixt & Between the role, value and place of the IT Liaison June 12, 2007 Matt Braaten Lander University EDUCAUSE Southeast Regional Conference 2007.
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Betwixt & BetweenBetwixt & Betweenthe role, value and place of the the role, value and place of the
IT LiaisonIT Liaison
June 12, 2007June 12, 2007
Matt BraatenLander University
EDUCAUSE Southeast Regional Conference 2007Navigating the Rapids of Campus Technology
Background & HistoryBackground & History
BackgroundBackground 2 Years Dir. Web Comm. for Lander2 Years Dir. Web Comm. for Lander
Report to Provost and VP of Academic AffairsReport to Provost and VP of Academic Affairs 1 Year IT Fellow for Sewanee1 Year IT Fellow for Sewanee 9 Years Sales Communications & IT 9 Years Sales Communications & IT
Director for Conntrol International.Director for Conntrol International.
TrainingTraining M.S. Communications & Information M.S. Communications & Information
Professional degree college with a Professional degree college with a liberal arts heritage liberal arts heritage
Four collegesFour colleges Science & MathematicsScience & Mathematics Arts & HumanitiesArts & Humanities EducationEducation Business & Public AffairsBusiness & Public Affairs
Why this topic?Why this topic?
1.1. The The rolerole of the liaison in higher education of the liaison in higher education is undersold.is undersold.
On a typical campus, lots of opportunity to…On a typical campus, lots of opportunity to… collaborate more effectively on large projectscollaborate more effectively on large projects connect ideas to resourcesconnect ideas to resources better utilize the intellectual capital and skills the better utilize the intellectual capital and skills the
university already hasuniversity already has
Question:Question: So why not talk about a strategy for those charged with So why not talk about a strategy for those charged with
working working in between?in between? Whose success depends on Whose success depends on coordination coordination and and cooperationcooperation? ?
Why am I talking about it?Why am I talking about it?
2.2. It WORKS!It WORKS!
I have I have survivedsurvived 3 years in higher 3 years in higher education after being air-dropped into education after being air-dropped into “recently captured beachhead”“recently captured beachhead”
in spite of…in spite of… PersonalityPersonality
doesn’t have to get in the waydoesn’t have to get in the way Professional trainingProfessional training Background and experienceBackground and experience
liaison learns along the wayliaison learns along the way
Reframing OrganizationsReframing OrganizationsLee G. BolmanLee G. Bolman
Bolman and Deal lay out four different angles Bolman and Deal lay out four different angles from which to view an organization and suggest from which to view an organization and suggest that managersthat managers “ “need to understand and use multiple perspectives, to need to understand and use multiple perspectives, to
think about the same thing in more than one way.”think about the same thing in more than one way.”
These include:These include: The Structural Frame (“Factories”)The Structural Frame (“Factories”) The Human Resources Frame (“Families”)The Human Resources Frame (“Families”) The Political Frame (“Jungles”)The Political Frame (“Jungles”) The Symbolic Frame (“Temples”)The Symbolic Frame (“Temples”)
[see handout for more detailed summary of these frames][see handout for more detailed summary of these frames]
What “Frame” best describes the What “Frame” best describes the Higher Education environment?Higher Education environment?
The “Political Frame”The “Political Frame”
“ “The political frame views organizations as living, The political frame views organizations as living, screaming political arenas that host a complex screaming political arenas that host a complex web of individual and group interests. Five web of individual and group interests. Five propositions summarize the perspective.propositions summarize the perspective.
1.1. Organizations are Organizations are coalitionscoalitions of diverse individuals of diverse individuals and interest groups. and interest groups.
(Rather than a pyramid, with an apex of authority setting (Rather than a pyramid, with an apex of authority setting goals.)goals.)
2.2. There are There are enduring differencesenduring differences among coalition among coalition members in values, beliefs, information, interests, members in values, beliefs, information, interests, and perceptions of reality. and perceptions of reality.
The “Political Frame”The “Political Frame”
3.3. Most important decisions involve allocating Most important decisions involve allocating scarce resourcesscarce resources--who gets what.--who gets what.
Not Pfizer, Exxon, Google, or News Corp.Not Pfizer, Exxon, Google, or News Corp.
4.4. Scarce resources and enduring differences Scarce resources and enduring differences make make conflictconflict central to organizational central to organizational dynamics and underline dynamics and underline powerpower as the most as the most important part.important part.
5.5. Goals and decisions emerge from Goals and decisions emerge from bargaining, negation, bargaining, negation, and and jockeying for jockeying for positionposition among competing stakeholders.” among competing stakeholders.” (p. 187)(p. 187)
The “Political Frame”The “Political Frame”
On setting goals…On setting goals…
““The final proposition of the political frame The final proposition of the political frame emphasizes that goals are set not by fiat at emphasizes that goals are set not by fiat at the top by through an ongoing process of the top by through an ongoing process of negotiation and interaction among key negotiation and interaction among key players.” (p.188)players.” (p.188)
Defining “Liaison”Defining “Liaison”
What do I mean by liaison?What do I mean by liaison?
I DON’T mean a I DON’T mean a specific job titlespecific job title, like, like “ “IT Liaison to Academic Affairs”IT Liaison to Academic Affairs” “ “IT Liaison to Admissions”IT Liaison to Admissions” “ “IT Liaison to Business Administration”IT Liaison to Business Administration”
Defining “Liaison”Defining “Liaison”
I DO mean I DO mean A channel for communication A channel for communication betweenbetween
groups. groups. proper proper placeplace At Sewanee, between IT unitsAt Sewanee, between IT units At Lander, within AA between IT and URAt Lander, within AA between IT and UR
A A strategy of workstrategy of work that focuses on the that focuses on the skills of skills of connectionconnection and and collaborationcollaboration..
proper proper rolerole
Outline of PresentationOutline of PresentationLiaison strategy introducedLiaison strategy introduced
know the agenda (project management)know the agenda (project management) mapping the political domainmapping the political domain networking and building coalitionsnetworking and building coalitions
Liaison strategy in relation to Liaison strategy in relation to Lander’s Web RedesignLander’s Web Redesign
the agendathe agenda map of the political domainmap of the political domain networks and coalitionsnetworks and coalitions
“It struck me that I was most effective when I knew what I wanted”
-- Warren Bennis, University President
Liaison SkillsLiaison Skillsknow the agenda
Liaison SkillsLiaison Skillsknow the agenda
Very simply, an agenda outlinesVery simply, an agenda outlines a goal anda goal and a scheduled series of activitiesa scheduled series of activities
Be able to articulate, Be able to articulate, in clear terms,in clear terms, what the agenda is and how it will be what the agenda is and how it will be approached.approached.
Liaison SkillsLiaison Skillsknow the agenda
Know that a good agenda mustKnow that a good agenda must address long-term interests of major address long-term interests of major
stakeholders.stakeholders. focus on only a few top priorities focus on only a few top priorities
(e.g. two or three).(e.g. two or three).
Liaison SkillsLiaison Skillsknow the agenda
How?How? understand how others think and what understand how others think and what
they care about mostthey care about most understand the rules of the game and understand the rules of the game and
history of past decisions: precedence history of past decisions: precedence
- think - think ParliamentarianParliamentarian
Liaison SkillsLiaison Skillsknow the agenda
Questions to considerQuestions to consider What are the goals of this project?What are the goals of this project? How do we plan to carry them out and How do we plan to carry them out and
what are some possible scenarios?what are some possible scenarios? Who are the players, how do they think, Who are the players, how do they think,
and what are their long-term interests?and what are their long-term interests? Did knowing or not knowing the rules of Did knowing or not knowing the rules of
the game affect the project?the game affect the project?
Liaison SkillsLiaison Skillsknow the agenda
Tools to considerTools to consider Project CharterProject Charter, signed off by those with most , signed off by those with most
power.power. Asks all the tough questionsAsks all the tough questions Can take weeks to put together, but well Can take weeks to put together, but well
worth the effort. worth the effort. Helps ensure that everyone understands Helps ensure that everyone understands
and agrees with project goalsand agrees with project goals Helps identify project risk and assumptionsHelps identify project risk and assumptions Resource for all future communications Resource for all future communications
about the project!about the project!
Liaison SkillsLiaison Skillsknow the agenda
Walking shoes and an open doorShort but frequent conversations with
stakeholders and not just when you need something.
Face-to-face is almost always better, lends itself to more open conversation.
Share what you’ve learned from what others are thinking. Pollinate!
“Fly like a butterfly, pollinate like a bee”
mapping the political terrain
Liaison Liaison SkillsSkills
Liaison SkillsLiaison Skillsmapping the political terrain
Create a two-dimensional diagram Create a two-dimensional diagram mappingmapping
playersplayers - who is in the game - who is in the game powerpower - clout possessed - clout possessed interestsinterests - what each player - what each player
wantswants
PowerPower
InterestInterest
HIGH
LOW
Pro-Change
Opposed to Change
TopTopmanagementmanagement
Front-lineFront-lineofficialsofficials
TechiesTechies
MiddleMiddlemanagersmanagers
political map as the “techies” see itpolitical map as the “techies” see it
Their view shows little serious opposition to the new system and they hold all the high cards.
real political mapreal political map
PowerPower
InterestInterest
HIGH
LOW
Pro-Change
Opposed to Change
Topmanagement
Front-lineofficials
TechiesTechies
Middlemanagers
TopTopmanagementmanagement
MiddleMiddlemanagersmanagers
Front-lineFront-lineofficialsofficials
Real map shows opponents more powerful and forecasts stormy process and protracted conflict.
Liaison SkillsLiaison Skillsmapping the political terrain
What can we learn from this?What can we learn from this? Mapping can expose assumptions Mapping can expose assumptions
that might need to be tested.that might need to be tested. Even if your “perceived” political map Even if your “perceived” political map
is DEAD wrong, it’s useful to is DEAD wrong, it’s useful to reference when looking back over a reference when looking back over a project’s success or failure.project’s success or failure.
Liaison SkillsLiaison Skillsnetworking & building coalitions
Liaison SkillsLiaison Skillsnetworking & building coalitions
2.2. Assess who might resist, why, and how Assess who might resist, why, and how stronglystrongly
3.3. Develop, wherever possible, relationships Develop, wherever possible, relationships with potential opponents to facilitate with potential opponents to facilitate communication, education, or negotiation. communication, education, or negotiation.
4.4. If step three fails, carefully select and If step three fails, carefully select and implement either more subtle or more implement either more subtle or more forceful methods.forceful methods.
Web RedesignWeb Redesignproject overview
Project Team:Project Team: Director of Web Communications (project Director of Web Communications (project
lead)lead) Director of Information Technology Services Director of Information Technology Services
(project manager)(project manager) Web & Computer Training CoordinatorWeb & Computer Training Coordinator University Relations webmasterUniversity Relations webmaster
Web RedesignWeb Redesignproject overview
Web RedesignWeb Redesignproject overview
The Task:The Task:Complete a web redesign in less than one yearComplete a web redesign in less than one yearWork with limited budget and State Work with limited budget and State
procurement office to contract out for design. procurement office to contract out for design. Collaborate withCollaborate with
……to move and reformat 500+ web pagesto move and reformat 500+ web pages
Web RedesignWeb Redesignproject overview
Web RedesignWeb Redesignproject overview
Problem #1 - ACCESSIBILITYProblem #1 - ACCESSIBILITYLander’s website does not currently meet Lander’s website does not currently meet
state and federal accessibility requirements state and federal accessibility requirements allowing people with disabilities to access allowing people with disabilities to access information posted on our website.information posted on our website.
The State has issued a mandate that our The State has issued a mandate that our website be “accessible” to specific standards website be “accessible” to specific standards by July 2006.by July 2006.
Why??Why??
Problem #2 – Dirty Laundry and Stinky GarbageProblem #2 – Dirty Laundry and Stinky Garbage Your underwear is showingYour underwear is showing
Primary purpose of Lander’s web site is to attract Primary purpose of Lander’s web site is to attract new students and to promote the Universitynew students and to promote the University
NOTNOT to be used for storage for all university to be used for storage for all university business, i.e., private meeting minutes going back business, i.e., private meeting minutes going back 7 years7 years
Garbage Denial: Garbage, what garbage?Garbage Denial: Garbage, what garbage? Majority of content on our current web server is out Majority of content on our current web server is out
of date and irrelevant. Waste Management on of date and irrelevant. Waste Management on strike. strike.
NEED a way to manage out-dated content –can’t NEED a way to manage out-dated content –can’t just leave it therejust leave it there
Why??Why??
Web Publishing ProcessWeb Publishing Process
Braaten
News Portal
Minter
Web Masters Web Admin
Checks for Content• Accuracy• Validity• Timeliness
Checks for Content• Accessibility• Style Adherence
Dir. Web Comm.
Accessibility Authority& Backup Admin
Published Pages
Communications
News Portal• Efficient• Syndicated (RSS)
Web RedesignWeb Redesignagenda setting
Set Scope Set Scope Set Requirements Set Requirements Research Cost of Research Cost of
Design Design Solutions based Solutions based
Solicitation Solicitation Select Vendor Select Vendor Input and DesignInput and Design
Requirements gathering by Requirements gathering by vendorvendor
Build Information Build Information ArchitectureArchitecture
3 Designs to choose from3 Designs to choose from
Web RedesignWeb Redesignagenda setting
Web RedesignWeb Redesignagenda setting
CMS Implementation and CMS Implementation and TrainingTraining
Web Page Migration Web Page Migration
(2 - 4 wks)(2 - 4 wks) Full panic sets inFull panic sets in Vendor to help with Vendor to help with
migrationmigration
Launch (June 2006 or Launch (June 2006 or sooner)sooner)
Web RedesignWeb Redesignmapping the political terrain
Web Redesign ProjectWeb Redesign Project
PowerPower
InterestInterest
HIGH
LOW
PRO-CHANGE
OPPOSED TO CHANGE
ITSITSUniversity University RelationsRelations
ProvostProvost
FacultyFaculty
“first impressions”
Faculty
Web Redesign ProjectWeb Redesign Project
PowerPower
InterestInterest
HIGH
LOW
PRO-CHANGE
OPPOSED TO CHANGE
“real political map”
ITSUniversity Relations
ProvostProvost
ITSITS
University University RelationsRelations
Web RedesignWeb Redesignnetworking & forming coalitions
Coalition: Key PlayersCoalition: Key Players Provost & VP of Academic AffairsProvost & VP of Academic Affairs Information Technology ServicesInformation Technology Services University RelationsUniversity Relations
Acting on behalf of Admissions and Acting on behalf of Admissions and AdvancementAdvancement
FacultyFaculty
Web RedesignWeb Redesignnetworking & forming coalitions
Web RedesignWeb Redesignnetworking & forming coalitions
Provost’s concernsProvost’s concerns Acting on behalf of the President who wanted Acting on behalf of the President who wanted
a better looking website.a better looking website. Wanted all private and outdated materials Wanted all private and outdated materials
removed from website or moved to intranet.removed from website or moved to intranet. Didn’t want it to cost muchDidn’t want it to cost much
Web RedesignWeb Redesignnetworking & forming coalitions
Web RedesignWeb Redesignnetworking & forming coalitions
ITS concernsITS concerns Needed to meet state mandated Web Needed to meet state mandated Web
Accessibility guidelines by June 2006.Accessibility guidelines by June 2006. Wanted out of the “content” business of the Wanted out of the “content” business of the
web.web. System needed to work within their technical System needed to work within their technical
environment.environment.
Web RedesignWeb Redesignnetworking & forming coalitions
Web RedesignWeb Redesignnetworking & forming coalitions
University Relations concernsUniversity Relations concerns Wanted more access and control over the Wanted more access and control over the
home page and other stylistic elements of the home page and other stylistic elements of the new website.new website.
Wanted to provide input on content, but didn’t Wanted to provide input on content, but didn’t want editorial control over content.want editorial control over content.
Web RedesignWeb Redesignnetworking & forming coalitions
Web RedesignWeb Redesignnetworking & forming coalitions
Faculty concernsFaculty concerns Grown dependant on FrontPage as web Grown dependant on FrontPage as web
publisher and leery of web-based CMS.publisher and leery of web-based CMS. Wanted a solution that was easy to use Wanted a solution that was easy to use
and maintain.and maintain. Wanted to maintain control over content style. Wanted to maintain control over content style.
Didn’t want to HAVE to use the university Didn’t want to HAVE to use the university templates.templates.
Wanted help migrating pages at a convenient Wanted help migrating pages at a convenient time.time.
Web RedesignWeb Redesignnetworking & forming coalitions
Web RedesignWeb Redesignnetworking & forming coalitions
Questions?Questions?
Copyright NoticeCopyright Notice
Copyright R. Matthew Braaten 2007. This work is the intellectual Copyright R. Matthew Braaten 2007. This work is the intellectual property of the author. Permission is granted for this material to property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires the author. To disseminate otherwise or to republish requires written permission from the author." written permission from the author."