I remember, some years back, an old boss of mine encouraged me to set up a user group for the database.

“No, no,” I said, “we don’t need one of those.” How wrong I was.

I think, at the time, I didn’t want to bother people who generally didn’t seem that interested in database matters. Yes, there were the occasional grumbles when the database wouldn’t do the impossible on demand, but nothing seemed to stop a conversation dead more than the word “database”.

However, I subsequently discovered that wasn’t entirely true. Yes, it can be difficult to engage people but, most often, that’s born from misunderstanding rather than disinterest.

Like we’ve probably all experienced, many people have a natural fear of anything vaguely related to technology. Which is odd, considering they use computers, watch tv, drive cars, use mobile phones etc. The point a lot of people seem to miss is that they have all learned to use technology to some extent, and learning a bit more is just an extension of their existing knowledge.

Some just don’t care, and their only desire from technology is it does what they want. They care not how or why.

Equally though, when you provide any kind of support service, it’s very easy to slip into the mindset that everyone we are supporting has little to no clue about the technology they’re using. Again, this isn’t true; it’s just sifting out the ones that are more willing to take an active interest in helping to shape how technology is being used.

So, as managers of technological products, how can we engage people? It’s all well and good people complaining about how technology at work is blighting their lives, but the message to get across is that they need to engage with us, our teams and, yes, the technology, in order to get the best out of it.

But that also means that we need to be open with them. It’s no good blinding people with science and terms they don’t understand. That will just put them off. Technology can be enough of a mystery, without those in charge of it perpetuating the myth. Encourage them, talk to them, find out what they need technology to do or how we can make technology make their lives easier. Their input is crucial.

We have all seen database and IT projects implemented without much consultation, and the upshot is that often they don’t work for the people that use them. In the sanitised world of IT, the solution may work as a piece of technology, but without it being practical in the everyday sense, it can become redundant fairly rapidly.

So, whilst I would argue that consultation groups, if managed properly, can pay huge dividends on individual projects, what about in the day-to-day running of things.

Technology in the work place is constantly evolving and developing. As such, a forum to ensure this evolution is really in line with, and to the benefit of, organizational requirements, is essential.

A user group strikes up a two-way conversation and, if well selected, can and should act as a conduit to the rest of the organisation.

Obviously it’s not possible to accommodate every request and desire, but constructive feedback can provide greater direction as well as an opportunity to explain any limitations. Without this kind of forum, how else can we establish what the needs are?
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There can, of course, be a massive difference between perceived and actual needs. Whilst the Finance Director may be insisting that the DataWizard 2000 is something we can’t live without, it might just be quite the opposite.

By creating a discussion we can drill down more fully into and create a better understanding of what are the main issues affecting users and the organisation as a whole.

When thinking about new technology, which may all seem terribly exciting from the outside, we can work with the group to establish its practical usage and whether or not it will be of benefit, or just a case of technology for technology’s sake.

Whilst, on occasions, it may seem as though users want the earth, a bit of careful explanation and reasoning can go a long way in creating an understanding of technological limitations. Whatever the reasons may be. Without this, users can often be left with the impression that either we can’t be bothered, or lack the knowledge or wherewithal to implement the perceived appropriate solution.

On the other hand, they can learn about possibilities, maybe things they hadn’t even considered, (likewise, there may be a number of things we hadn’t considered).

With a forum to raise issues we, as technology professionals, can often find fairly simple answers to what the untrained eye may see as unfathomable questions. These can save a lot of time and effort and enhance efficiency. It could be something straightforward like an Excel formula, or a quick software fix.

For the less simple and straightforward answers, we can then assess the larger requirements and outline the positives, negatives, possibilities, risks and overall scope. With the user group on board and a shared understanding of the issues, any projects will start off on a stronger footing and with the necessary structure to ensure the wider user base has relevant input.

To swing it another way, it can be a constant source of irritation to have urgent projects or issues thrust upon database and IT teams. Think about solutions people have been off investigating without considering how they will work with organizational systems, and then expect them to be implemented yesterday.

Too often, this approach doesn’t work, and involving the team earlier would have highlighted glaring issues sooner rather than later.

It is crucial to create these two-way conversations, to engage with each other. All too commonly, knowledge is siloed away, causing miscommunication and misunderstanding; whereas, given that we’re all working for the same cause, sharing should be a virtue.

A user group is a great way to do this, to create a shared understanding. Obviously it needs to be constructive, with clear guidelines. The old adage, “too many cooks spoil the broth” does have some resonance here, so it is important that, whilst the make-up of the group reflects the wider organisation, it is not unwieldy and obstructive.

The people of an organisation are the organisation and it is crucial that technology works to the greatest benefit of the organisation, whether it’s the database, network, servers, pcs or even the way it’s all supported.

So, bring them on board, effect understanding where you can and make sure efforts aren’t wasted. We are enablers, but those we are enabling need to be willing partners if we are to be successful. It’s a two-way deal.