Outcomes from 1x1 Meetings with DLT Staff

(Originally posted on Dec. 21st, 2006)

I wanted to send this on earlier today but had a busy day of meetings and not much time at my desk. I've collated here a list of issues, insights, and concerns that came out of the 1on1s we've had in the last four weeks. Again, I really appreciate the candor and thoughtfulness you brought to these meetings. This really helped me get to know you individually, as well as learn about the dynamics and history of the department. Most critically, I heard what you think we should be focusing on as we move forward, and what you think needs to change.

Before you read this list, let me tell you the very positive impressions I came away with from our meetings: DLT is a very tight-knit and harmonious group, and you are very much like family to each other. You work very well together, and respect and support each other. When it comes to customer support, you go the extra mile, come in during off hours, and share on call responsibilities. You are very mindful of the functionalities and ease of use of the applications and operations you support, know these applications and systems thoroughly, and are mindful of our need to support both the mission of ITS and the Library. You are concerned about efficiencies and duplication of service. There is a very strong work ethic in the group and a desire to learn more and do more. You have a high level of technical expertise but want to expand that.

What's listed here are your responses to my question "If you were me, what would you be focusing on right now?" (This list is literally transcribed from my notes, not prioritized, and there are some duplications as you'll see.)

* Communication with the Library needs improving

* Need better understanding with Library of expectations on both sides for deadlines, etc.

* We don't decommission software or applications

* Need more training and professional development

* Want a more open, more collaborative work environment

* Infrastructure could be more systematically secured

* Better understanding with the Library of what's involved in supporting applications through their life cycle

* Gap in meeting training needs of library staff

* Need to be more aware of what's coming at us: (Help Desk should be at the table from outset)

* Work on a much better collaboration with ITEC

* Upcoming retirements are an issue and we need to have strong transition and knowledge transfer plans in place

* DLT needs to improve internal communications

* Need more opportunities to expand expertise

* ITS and DLT upgrade schedules don't always coincide

* Pursue cross training between the various Help Desks in ITS

* Improve operational procedures; for example, why don't we pursue pushing out images rather than having to touch every machine?

* Would benefit from working with peers in ITS in cross-organizational teams; sharing of knowledge and expertise and local knowledge base to call on

* Need more communication on what's happening from the top down

* More flexibility around working hours

* Infrastructure group focusing on day-to-day support for the most part; not preparing for future technologies

* Need more sharing of ideas and processes with the rest of ITS

* Very little feedback; staff is abstracted from decision making; don't understand why certain decisions are made

* Relationship with the Library needs improving

* Duplicating services that ITS is offering centrally

* Provide Library staff with better training; would reduce support issues

* Cross training organizationally: what more can we do?

* Senior Director reporting to two bosses is an issue and difficult tightrope to walk

* Integrating library applications an issue: no "glue" to hold them together

* Staff stretched thin

* Morale among Infrastructure technologists is low at times

* Need a more systematic approach to communication, documentation and information sharing

* Need new laptops for HD technicians working in the field

* Need to implement project management processes

* Would like more involvement in decision making

* Working with ITEC, don't always know what roles are supposed to be

* Bogged down with customizations

* Need to focus on the student/user experience, remember who we are here to serve

* Need a more strategic approach

* Interest in joint training with ITS and development of shared areas of expertise

* Frustration at lack of opportunities for advancement in the group

Lynn, Mark and I discussed this today and here's what we'd like to do with this feedback: At our DLT staff meeting in early January, we'd like to work together to prioritize this list and discuss collective approaches/solutions to these issues, as well as connections between them (for example, a more strategic approach should generate a better understanding of what training and professional development we should be pursuing. Or a more collaborative relationship with ITEC should connect to shared strategic direction setting and shared training.) By the time we have our meeting, we'll also have heard from Kevin at the ITS all-staff meeting and we can make connections to the direction he'd like to see the ITS organization taking as a whole. Our coming up with approaches that we all agree on and believe can succeed is key here, and we have room to try different approaches and see how it goes.

Comments?