The Littlest Rebel

If you do the Twitter thing, follow me at @HousingITguy or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy

I have often worked with clients on ‘customer journeys’ to examine and build sustainable processes and ICT solutions, that support all steps in the chain. Now we all encounter and know about silo-thinking, how mostly its not effective and it can blunt performance.

Its hard in many respects to shrug off silo thinking if staff are struggling with workload or being challenged to do more with less. I certainly understand that and am very aware of the effects of local authority cuts and other squeezes. I share that with my clients too, I get it to put it mildly.

Procedures at all time need to be carefully thought out and also importantly well communicated to staff, who understand GDPR and other implications as well as their effect on staff and end-customers, further downstream. What do I mean by that, you may ask?

Well, respect for data and its accuracy is crucial, as well as being governed by law. Poor recording of data, storing it in the wrong place, or in many places, creates issues later which are much more serious. One example is where an admin staff member may choose to drop some documents with personal information in some team network drives, rather than a corporate EDRMS. That saves 30 seconds per document and that specific team probably knows where to look to locate that information. However, this is false economy.

Where it falls apart somewhat is when much further down the line, another team is pursuing info around a complaint, disrepair claim (we have many complainants and chasers), audit query, FOI (Freedom of Information) or ‘right to be forgotten request’, this is where the downside can be found. This too is as difficult to small as well as bigger providers. Each of these requests can take days maybe weeks to resolve. If disrepair claims or challenges from the ombudsman result in cash payments to tenants, you can bet that many times that internally is wasted on chasing around to pull disparate information can be corralled together.

With a government and department of levelling up and communities mad keen to tell renters to ‘report your landlord direct to the ombudsman’, on Facebook, Twitter and elsewhere, those queries and complaints are coming thick and fast. They will be increasing too. Lets hope we can see squeezed repair and other budgets, used to resolve issues in the most satisfactory manner possible, rather than using it to chase our tails struggling to find information.

Get processes right from the start, train staff to operate in a certain fashion and know why we do it that way and manage them well to use it, is the best foundation.

We need more good leaders, not rebels cutting corners.

If we at Acutance Consulting can help your organisation with data issues, 

please just get in touch, for a friendly chat over some chocolate gingers & a coffee ☕😋.

       Related Post: Now PPI is over, guess what the ambulance chasers are concentrating on? 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Fall - The Littlest Rebel.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

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. . . . . . . . . . . .

Living On Video

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


It’s amazing how we search these days and clearly when I think about it, less than half for me is on Google.

I spend more and more time on YouTube and other video streaming. When I look at his video consumption, its about 20mins max live TV (usually at mealtimes), and 2+ hours a day on YouTube.

Like with any teenager, the rest is Xbox, games etc, as you would expect.

When you buy most things these days, there is a link or a VR code to a website, sometimes a PDF document, often a site of video content. Video is engaging to humans in many different ways and we seem to retain more from seeing something done, rather than something being merely described. Training experts will also confirm that by actually ‘doing tasks’, we retain the most.

Malcolm Gladwells excellent book ‘Outliers’, shares the other interesting fact that once we achieve 10,000 hours of experience in doing anything, that seems to be the magic switch that converts us from ordinary, to potential extraordinary. Examples are Bill Gates, The Beatles (Weeks doing three gigs a day in Hamburg) and others. Indeed, repeated watching of YouTube videos have a similar effect on me. I (probably like you), have tackled numerous things after watching it done 5 times or more.

Most of those attempts of mine have been successful so far, including dismantling part of a washing machine, and it working when all the bits were put together again. So far so good. 

I know as well, I am not alone on this one. I know plenty of friends and relatives, of all ages who have done the same. A caveat at this point is needed. Do try everything at least once if you can manage it, the first one could have just been a ‘duff one’.

So, if we are doing this in our real outside work lives, why do we not make more of it in our working lives? We have many more facilities such as eLearning available these days and relatively cheap cloud or local storage now available to us. Many clients I work with who have elearning, will have ready baked courses for Office, Word etc. They will not see courses for their primarily systems of record, housing and finance systems etc commonly available.  I don’t particularly blame system suppliers for this either. At best I think their offerings would be very vanilla at best. A possible afterthought too.

Users should not beat up suppliers for lack of training materials, it’s a sad fact that actually the best stuff is homegrown. By that I mean very process specific and tuned in to specific organisation codes, processes and local procedures. When I suggest this it usually brings a few groans and realisation that some work is needed. Opening MS-Word and adding dozens of screenshots into a big humongous document is generally in the mind of my clients. That’s not what is in my mind, thinking in a 2020 type of stylee.

I get two reactions when I mention video with voiceover, 50% horror and 50% excitement. Spooky eh, polarisation. It really needs a local voice to help navigate and explain to users how all those processes hang together in detail. Sometimes clients ask me, “Could you do it Tony?”. I generally answer, would you like my lovely Mancunian tones used for your video, up here in Fife or down in Somerset? Well, you know ‘Garlic Bread?’, ‘Tgipt’, ‘Big Light’, ‘Mars Bar’, ‘Car Park’, ‘Wonderwall’. Well, it will have to be someone truly local wont it?

Most processes can be broken down into about 5 – 7 videos of about 4 minutes in duration. With a basic story board each video can be completed in about 20 minutes. This is a process that takes a little bit of quality time, but actually manages to crystallise a lot of your trainer or subject matter expert knowledge for reuse dozens or even hundreds of times. When new staff start a role, they can easily have some one-to-one training, but have a volume of videos to watch as many times afterwards to absorb the ‘right’ way to tackle any process. This is a key complaint of so many of my clients, achieving consistency.

When supplier software updates arrive that change the UI, or processes are to change, modify those videos, and tell staff they need to update their processes. You could even produce an update video that gives an overview of those upgrade changes. Way more convenient that those ‘programmer speak’ notes of amendments, you get now.

Lastly, people ask, will this not all be expensive?

Well on that one, a variety of free and perfectly adequate utilities are available, such as iSpring FreeCam, or something you may already have for corporate comms use, Adobe Captivate. Outputting as Windows Video files I have found most flexible by far. It’s certainly not tricky.

While it may take some effort to put together, it achieves the equivalent of dehydrating your trainer and re-hydrating him or her, on demand at any future time or place, to be repeated as long as necessary. Face to face training would still occur, but supported with the most convenient way to take on new knowledge.

What on earth is your training team waiting for?

Related Post: We have all seen procurements go wrong. Often its a little external help that makes a massive difference

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Trans-X - Living On Video.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveHousing,Acutence,Advanced,Agile,Agile365,AirWatch,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,Browser Applications,Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx, DRS,Deeplake,Designer Software,Development Systems,Director,Document,Documotive,Dynamic AI,DynamicAI,Dynamics 365, ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Etive,Exhibition,Exponential-e, Facebook,Factorwise,Field Service management,Finance,Financial Systems,Financials,Footprint,Forms,Freezes,Fusion, Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfoBoss,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz, M3,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MS Dynamics CRM2011,MWL,Management,Management Server,Manifest,Measuring,Mebus,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plenfific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propoints,Proval,Providers,Pyramid, QL,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rocket, Salesforce,Salesforce.Org,SAP,SASSHA,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions,Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass Enterprise,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visualmetrics,Voice,Voice and data,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, ...
. . . . . . . . . . .

Isolation

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/




I have been reading a very interesting book this week, called 'The Silo Effect', by Gillian Tett. It's a book that explores what happens when we do things in silo's within organisations. Sometimes it's good, other times bad.

Often in the jargon of IT and management speak, silos exist only to be torn down. I have seen quite a few silos and people who seemed to like working within them, to the detriment of their organisations. What I mean by silo working, is operating too much in isolation, not sharing information freely as needed, around the organisation.

There are of course physical and mental silos at work. How would we connect those silos or make them more effective? On leaving school, I undertook a technician apprenticeship at an electrical engineering company. It was a very immersive experience and took best part of three years. It took me through blue collar manufacturing, wiring  and testing areas, as well as white collar contracts, design, estimating, sales and IT areas. When I had finished I had a whole organisation journey in my mind.

My old dad, he had a very silo mentality, with shop floor staff in one, and office workers in another. He did not have the benefit of what I saw and sadly died when I was just 21, so we never managed to reconcile that one.

I have seen silo working within local authorities. it can often make one team or department more efficient at the detriment of others. It's the communication thing again, often a reluctance to engage in change projects and therefore problems only become evident when it's all over. Asset or GIS teams often traditionally used to work in this mode, although better HMS integration is definitely improving that.

Silos are not the cause of all issues though. Once you start looking for them however, you seem to want to find them everywhere.  One chapter in the book, looks at if Sony could have challenged Apple's iPod with a compatible player, if they were not stuck in a silo of offering a proprietary music file format. It was more of a mental silo they were in, as they did another Betamax again. it was probably lack of MP3 compatibility that  stopped the inventor of the Walkman, from being dominant in this new market.

Rigid streamlining sometimes stifles imagination in teams, seeing processes as a journey can be a way of coaxing out new ideas, which can be used to the organisations advantage.  Silo-ed data is rarely useful within our organisations and that's the endgame of ever greater module integration.

That ever greater data integration can however has a downside. Anyone who has ever been to Estonia will have noticed how tech-savvy that country is. Citizens are very positive about their civic data being recorded on them, to a much greater extent than would be favoured (by citizens) in the UK. In Estonia however, citizens have chosen to have all that data silo-ed in separate databases by design. The reason? Because then their government only can access only what they need to request. Greater integration would be a security issue for citizens.      

Definitely a book I would recommend, go check it out.   

Related Post: When choosing housing application software, doyou know what to askin the procurement?

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Alter Bridge - Isolation.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
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