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Take The Test: Are You An IT A**hole Or An IT Hero?
Stanford Professor Bob Sutton recently wrote a book with the catchy title "The No A**hole Rule: Building a Civilized Workplace and Surviving One That Isn't
Like it or not this is an issue applicable to our IT departments. After all IT does have a reputation with a certain a**hole quality about it. For example:
- we tolerate those uber-geek techno experts that are judged too valuable to get rid of despite being a**holes (Sutton's book really applies here)
- the snide IT attitude
- Saturday Night Live's Nick Burns: Your Company's Computer Guy
- Why IT Sucks
- Staples 'Sup Chumps TV commercial
On his blog Sutton provides a quick 24 question A**hole Rating Self-Exam (ARSE) - Are you a certified a**hole? This got me to thinking. Why not a test of a**holiness for IT? So I've developed my version of a test of for the IT department -- IT A**hole or IT Hero? I did this on a departmental basis since that is the way we are usually judged, fair or not. You may also think this to be unscientific, arbitrary, capricious and subjective. Well you're right. It absolutely is, but you have to start some place. So take the test and let me know what you think. If your not in IT take the test on behalf of your IT department and send them results. Who knows what fun that will start?
So on to the test.
- New employees have a completely setup PC waiting for them when they arrive on their first day on the job. [add 1 point]
- When developing new systems your Business Analysts and/or developers will "shadow" employees to learn how they do their job. [add 1 point]
- You periodically survey your customers to see how you are doing and take action to improve your operations based on the results of these surveys [add 1 point]
- Your Help Desk is staffed with real live human beings rather than being a web site. [add 1 point]
- Your Help Desk staffed with real live human beings is staffed for 12 or more hours per day [add an additional 1 point]
- Your Help Desk staffed with real live human beings is staffed 24/7/365 [add an additional 1 point]
- IT folks regularly attend the staff meetings of the functional and business groups e.g. Accounting and Operations [add 1 point]
- Your Business Analysts and some of your technical support people are co-located with the the groups they support rather than in the IT department. [add 1 point]
- The IT staff routinely explain things in plain terms without a lot of acronyms and technical jargon. [add 1 point]
- You focus more on adding value to your customers rather than just reducing computing costs. [add 1 point]
- You impose a storage limits on email inboxes or server shared folders etc. [subtract 1 point]
- Your first reaction to new technology is that you need to limit its use because it might be a security risk. [subtract 1 point]
- You have warning messages on the signon screens about using the computer and/or systems for authorized purposes only with threats of disciplinary actions [subtract 1 point]
- You block employee access to web email sites that prevent them from getting their personal email. [subtract 1 point]
- You block Internet access to sites that while they may not be offensive you deem to be non-business related e.g. sports sites. [subtract 1 point]
- Employees can not add software to their PCs without IT approval [subtract 1 point]
- Employees can not change their web browser home page. It is locked to the company intranet. [subtract 1 point]
- You take the system down during working hours for non-emergency maintenance because that is the most convenient time to do it. [subtract 1 point]
- Your willing to tolerate asshole behavior by certain of your IT people if they are truly experts. They're too valuable to get rid of. Your customer just have to tolerate it as a price for service. [subtract 1 point]
- You believe most of the complaints about slow response time are overblown. You timed a sample transaction and the response time seems acceptable to you. [subtract 1 point]
Now for the scoring
+7 to +10 Your customers love you. Your customers sing your praises. You're an IT Hero!
+4 to +6 You've got potential. Your customers are generally pleased with your work
+1 to +3 Customers view you as doing more good than harm - usually.
Zero - Your customers neither love nor hate you. Are you sure that they know you even exist?
-1 to -3 Your viewed more as a hindrance than a help. People are annoyed that they have to work with you.
-4 to -6 Your borderline and in danger of sliding into "A**holedom". Don't be surprised if they "forget" to invite you to the company picnic but they extend a special invite to their "shadow IT" group.
-7 to -10 Your the department everyone loves to hate. Sad to say but you're an IT A**hole!
How did you do? What questions should I add to the test?
[Update 7/12/07 - corrected the "snide IT attitude" link]
[Update 9/26/07 - added **'s in the word A**hole since some web filtering package appear to block my site due to the real spelling]
"Students taking a computerized exam" photo by Extra Ketchup
If this topic was of interest, you might also like these:
Posted by Mike on
July 11, 2007 in
Customer Service
, Information Technology
, Organizational Development
, Strategy & Management
| Permalink
You have got to be kidding me.
This list really bothers me, but I'm only going to touch on the couple that appear like they're coming from someone who truly doesn't understand IT.
12. Your first reaction to new technology is that you need to limit its use because it might be a security risk.
I guess if you work in a donut shop, this isn't a concern, but if you work for any organization that has federal or industry mandates (like PCI or FFIEC) then you have approach EVERYTHING with a security first approach. It is not being an asshole to make sure that all security concerns are covered first before going ahead with new technology.
13. You have warning messages on the signon screens about using the computer and/or systems for authorized purposes only with threats of disciplinary actions.
See above. Reminding people that they have certain responsibilities with the system is not only a governmental mandate for a large chunk of the IT world, it's just good business practice. Expecting employees to mystically know and understand them not good for business.
15. You block Internet access to sites that while they may not be offensive you deem to be non-business related e.g. sports sites.
Not IT's responsibility. Management mandates what should or should not be blocked, IT simply makes the tool do it.
I fully agree that IT people are assholes. They tend to be cocky and arrogant and ride high on a superiority complex in that they can operate a tool (the computer) better than the CEO. If you're going to hold the task for their personality problems, I'm all for it... but don't blame them for doing what it mandated to them.
Posted by: Jinx | Jinx | Jul 12, 2007 11:01:28 AM
One you might want to add, in the "Negatives" section:
Your "Help Desk" only serves to route requests for assistance based upon key words in the question, whether they pertain to the real problem or are just part of the description. (-5 pts)
As for Jinx's comments about #13, it kind of depends on the employees. Frankly, being in IT, I can understand it for non IT people but I find it to be a pain to have to click through that reminder every time I boot up. Besides, it ignores the first rule of application development "Nobody reads the screen, they just click the OK button." ;-)
Posted by: Ralph Wilson | Ralph Wilson | Jul 12, 2007 11:46:01 AM
Mike,
This one has the makings of a classic! I laughed out loud while reading it.
I'm sure some of your IT readers are going to wince when they read the quiz.
Imagine a similar quiz for HR folk???
Way to go!
Regards,
Terry
Posted by: Terrence Seamon | Terrence Seamon | Jul 12, 2007 3:20:00 PM
Jinx,
Although it is clear we disagree I do appreciate you commenting. One of the goals was to get an exchange of ideas.
My background does include areas other than IT and while you may contend that means I don’t understand IT I think it does mean that I may have a better appreciation for the needs and benefits of customer service than the traditional IT career gives. IT is a service and therefore customer service is just as critical as when you are selling any other product.
In regard to your specific points:
12. Your first reaction to new technology is that you need to limit its use because it might be a security risk.
Although perhaps I could have expressed myself more clearly this statement was in reference to the knee-jerk reaction of bad IT service that says, “This new technology represents a security risk, therefore we can’t implement it” and leaves it at that. In contrast a good IT group would respond “This new technology represents a security risk, let us figure out how to overcome those risks and then we’ll implement it”. I in no way suggested that we ignore security risks. However, our job is to assess and mitigate risks.
13. You have warning messages on the signon screens about using the computer and/or systems for authorized purposes only with threats of disciplinary actions.
These message are bad for a number of reasons:
a.) They are insulting to your customers – It assumes that everyone is using it with malicious intent or needs to be reminded of how to act lest they misbehave. I’ve found that threatening people with disciplinary action at the first opportunity is not the best way to build a good relationship.
b.) They are capriciously applied – Lots of technologies can be used inappropriately such as phones, copiers, packaged software and systems. Yet mysteriously we don’t put warning messages on them. We typically see them only on PC startup and systems where we have ready access to customization of the screens. It almost seems that the deciding factor of whether or not to put up a message is if it easy to do and not the nature of the “need”.
c.) They are ineffective – As Ralph notes in his comment most people simply click through these messages. I don’t know if Enron had these messages on their screens but I don’t think it would have made any difference if they had. If someone wants to use a system inappropriately they will regardless of what message we put up.
15. You block Internet access to sites that while they may not be offensive you deem to be non-business related e.g. sports sites.
I agree this is not IT’s responsibility. Unfortunately in a misguided sense of what is appropriate some IT departments make it their responsibility by arbitrarily deciding what is business related and what people should be allowed to see. If IT is enforcing someone else’s policy that is a different matter altogether. See my post from January IT is NOT your Mother for more on this.
So let the debate continue . . .
Mike
Posted by: Michael Schaffner | Michael Schaffner | Jul 12, 2007 8:19:53 PM
Ralph,
Excellent point. "Listening" to what your customer is trying to say is very important. Thoughtlessly doing things as you describe can be extremely frustrating and drive people away to "shadow IT". I also agree with you on the click through on warning messages.
Mike
Posted by: Michael Schaffner | Michael Schaffner | Jul 12, 2007 8:24:31 PM
Terry,
Good to see you again. It would be fun to do one on HR. After all they're the one group that makes IT service look good (just kidding).
However, it did make me think of a key point. Although having had a life before IT that I think helps give me a good perspecitive maybe the test should be written outside of the profession. Maybe I should write one for HR and you should do the IT one.
Mike
Posted by: Michael Schaffner | Michael Schaffner | Jul 12, 2007 8:29:24 PM
I concede your point about #12. I loathe kneejerk reactions more than just about anything.
#13 is a hit-or-miss proposition.. I'm willing to bet that whenever you've seen that annoying banner, it has been a regulatory requirement. I personally don't mind suffering through a little indignation knowing that the one employee we just fired for looking at porn (or downloading music or any number of offenses) can't return with a lawsuit claiming "They didn't know the rules".
I can't counter your response to #15. If your IT department is claiming they have the right to filter whatever they want, then I would call that a failure of management to implement the necessary "top-down" policies and procedures.
After reading your responses, I finally get what you are ultimately driving at, and I wholeheartedly agree... IT generally doesn't have a customer-centric focus... but from my experience, it's not all IT's fault. There is a large knowledge & communication gap that must be breached before both the customer and the IT department can co-exist in harmony... You can't go into a snobby restaurant in France, refusing to speak anything but English, and expect to get good service, can you?
Posted by: Jinx | Jinx | Jul 12, 2007 9:52:30 PM
Jinx,
I agree it is most definetely not all IT's fault. Since IT and their user are both employees of the same company both have a responsibility in doing the right thing. However since we are on the delivery side like it or not most of the responsibility fall for making the relationship work falls to us.
Mike
Posted by: Michael Schaffner | Michael Schaffner | Jul 12, 2007 10:05:55 PM
I was doing okay until I got to 11, 12, 13, 14, 15, 16, and 19.
Then I remembered that I work in a real company, with real security concerns, and a real requirement to follow government regulations and show due diligence. I also realized that while it is easy for people to sit around, complain, and write idiotic little quizzes, it takes far more courage to approach this situation with honesty, openness, and a real desire to meet regulations and make profit at the same time. If 11-16 were not implemented, users would complain about slow response times, intrusions, not knowing the rules, and generally blame IT for not being proactive enough. Some of the items in 11-16 are government mandates, based on the level of information being protected.
A snide, snotty, uninformed post from someone in "userland" isn't any better than snide, snotty, condescending comments from people who think IT is the most important thing in the business.
I agree that IT is a business tool, and that it is only a support function. I think users need to realize that security IS a requirement, and in my world, if security doesn't happen, nothing happens. We can be shut down if security isn't up to snuff.
Some day in the near future, computer users will have the same level of understanding with their computers that they have with their cars. Helpdesk workers will become unemployed, security workers will have to find other ways to make money, and programmers... well, programmers will still create security issues and write bad software. It's in the rules.
Posted by: Piroufreek | Piroufreek | Jul 27, 2007 9:29:27 AM
Piroufreek,
Thanks for commenting. My apologies for being slow in responding - I've been out of town for a few days. Although we disagree I'm glad for the discussion and exchange of ideas.
The most important point in what I was trying to convey is that as a service IT should be focused on what the customer wants/needs more than what is easy/convenient for IT. I fully acknowledge that certain concerns such as security also come in to play and can not be ignored.
In general I disagree that some of the items in 11-16 are government mandates. There might be a few specialized instances but in the general corporate world there aren't any. There is no law that says you have to block ESPN.com (a non-offensive, non-business related [for most people])web site. There in no law that you have to post insulting warning messages or impose storage limits. If your Sarbanes-Oxley auditors are telling you it is required - it isn't - that is just their interpretation (and they probably flunked the auditor asshole test).
To avoid repeating myself I'd suggest that you review my response to Jinx who raised similar concerns.
In terms of security it could also be argued that setting storage limits and forcing people to store things on their hard drives increases rather than decrease security risks.
In terms of response time you also have to factor in the hours/days users have to wait to get their email because someone sent a PowerPoint that pushed them over the limit or to get access to a web site that is needed for business purposes that IT doesn't think is (also see my response to Jinx's comment on who should be responsible for controlling which sites are accessible).
Although you didn't expand on your objection to #19 about tolerating asshole behavior of IT folks all I can say is that we agree to disagree. I just don't see that as a good practice for any reason. This also applies to asshole behavior on the part of users and make no mistake about it there is plenty, but this is a quiz about IT not the users. If someone were to do one about the users I suggest a similar item for that quiz.
Posted by: Michael Schaffner | Michael Schaffner | Jul 29, 2007 11:41:41 AM