I hate technology! Why do we have to use this!? I want
to go back to the old way!
I have heard these comments time and time again in my
position as an IT Consultant. Individuals
and businesses as a whole have historically seen technology as a necessary
evil; something that cuts into their profits and does not help their business
perform any better. Further, and
especially in the accounting, legal, and medical industries, the government is pushing
technology down the throat of companies whether they want it or not. Needless to say, perception of technology is
oftentimes poor.
And who can really argue this point? For such a long time information technology
was limited to either that which was forced on you in your workplace or that
expensive new home theater system with a 200 button remote that no one seemed
to know how to use. But the good news is
that it was just that, perception, and not necessarily the technology itself. In fact the technologies were and are quite
remarkable but the negative connotations including cost, poor implementation,
lack of training and complexity all led to negative perceptions.
All that said, over the past 2-3 years there has been an active
shift in the perceptions of technology. It
is my opinion that this is a result of extreme popularization of consumer
technologies that are actively making peoples’ lives better. Technologies like Skype, iPads, Netflix, GPS,
and SmartPhones, just to name a few, are changing perceptions. It’s no secret that these technologies are
older than 2-3 years, but what has changed during this recent period is the
simplicity of these technologies and the fact that “they just work.” As proof in point, my grandmother of 87
years asked me what my “Skype name” was last week. That hit home.
As a result of consumer grade technology drastically
improving in capability and simplicity, and people actively seeing it as a way
to improve their lives, positive perceptions are spilling over into the
workplace. Instead of me, the IT
consultant, showing a doctor how an EMR feature can improve their patient flow,
I have doctors coming to me with ideas on how a tablet device they saw on the
news last night might fit into their practice. This is great news and has positively impacted
countless businesses as they begin to embrace technology.
And while this effect has also improved my quality of life
as an IT consultant, it does present an unwanted spillover. The “it just works” factor does not simply
apply to business class technologies like it does for consumer grade devices. While consumer grade technologies are largely
self-contained, the business class technologies have an incredible number if pieces
that must perform flawlessly for the “it just works” factor. For example, video chatting with Skype really
just needs some battery life, a working iPad and a connection to the
internet. Not too much can go
wrong. However take that iPad to your
medical practice for use with an EMR and it needs an application to connect to
the EMR, a strong and secure wireless infrastructure, high performing EMR
server(s) that are redundant and backed up regularly and the list goes on and
on. If any of these pieces are missing
then failure results and perceptions are ruined once again.
So while there is a significant improvement in the
perception of technology, there is a disconnect with respect to the perception
of the management, planning, and implementation of that technology in the
workplace. Navigation of this terrain
gets difficult. The “Nerd Herd” can rarely
solve business infrastructure needs or achieve the “it just works” factor as
they can with consumer grade technologies.
In summary, as you continue to improve your business and make
those critical decisions, ask yourself if you have used the following comments
in the past 12 months: I hate
technology! Why do we have to use
this!? I want to go back to the old
way! If you have, then an opportunity
exists to leverage technology in a more cost effective, efficient, and “it just
works” way. Just remember, in order for
technology to be an enabler in your business, managing that technology and the
accompanying perception is key.