Putting the I back in I.T.

Once upon a time, when I was a network, computer and software consultant for an insurance database program, I realized that the Information Technology profession was lacking something. At the time I didn't really know what IT was, but I knew that I could find IT and do something with IT.

That's exactly what I did.

For me, what was missing was the "I" in IT: INFORMATION. I found that when other consultants or resident tech staff were working on issues and problems, they were very secretive, almost like you had to have a special membership card to be involved in any discussion about computers, the internet, networking and all other things IT related. Many of my customers were paying very large bills to these IT professionals to create excellent, stable work environments, to upgrade hardware/software and to keep things running on a daily basis, but almost every customer was unable to provide me with any information on the projects occurring in their own front yards!

I was quite taken aback by that. For me, while I appreciate business owners recognizing when they do not have the expertise to work on something that they hand it over to someone who does, but what I don't get is how they blindly give their whole IT Infrastructure over to someone else and then feel as though they are at the mercy of the IT guy or gal to do what needs to be done. The business owner seldom takes it upon themselves to become knowledgeable about what is happening with a project or where the project stands.

I wanted to give information – not knowledge – to my clients, and therefore kept them informed of all types of things I was working on, when I had issues, when something was delayed and why, so that not only did I feel I was accountable to someone for the work I was charging for, but so that my client could also recognize the value I was bringing to their organization.

It didn't take much to create an email message at the end of a session or if I was in the office for the day to provide updates on the half day and at end of day.

A side benefit of this was that my clients generally left me alone to do what I did best. They didn't hover and ask me questions, they didn't pester (unless the server was down for maintenance and they needed their email YESTERDAY because they just might get an email telling them they hit the big-client jackpot!) they had faith that if I had a problem I would solve it or go to them and let them know. I gave INFORMATION to my clients and in return, I got more respect and more business.

So, let's put the "I" back in IT and start giving our customer's a little more information. Let them know that what you are doing is important and that they are valued. It doesn't matter if you are an independent or a corporate IT staffer…it never hurts to share information…you just need to know when to draw the line.