The IT Director's 10 Rules of Engagement

1 - Have a fundamental curiosity about the technology we use

Be a power user, and break it if you can. Be curious about things you don't understand, and ask questions. Develop a personal knowledge base. If an old method will do the job just as well as a new system, use the new system anyway. Use less paper. Be high tech.

2 - Have a genuine interest in engaging employees

Have a genuine interest in engaging employees in discussions about how they use our technology - what they like, what they don't like. Be a bit of an evangelist with employees, but be realistic about where our systems are falling short and could be better.

3 - Understand our employees' and clients' needs

Understand our employees' and clients' needs so that you can think through how a system or application can help them.

How can our employees use our systems and applications to help them:

• Promote their career?
• Learn more?
• Enjoy their work?

How can our clients use our systems and applications to:

• Receive and provide better information more efficiently?
• Interact with our employees easier?

4 - Focus on lifelong goals

Focus on lifelong goals; such as developing your own skills and those of the people you work with. Don't be content to "put in your time." Try to learn something new and useful every day, and then document it for future reference. Be a teacher, your co-workers have much to learn from you. Don't be afraid to give advice crisply.

5 - Have a willingness to learn and teach

You need to have specialized knowledge or skills while maintaining a broad perspective. Keep your resume updated, and add at least one line to it every year.

6 - Be flexible enough to take advantage of opportunities

Be flexible enough to take advantage of opportunities that can give you perspective. You can't be an expert at everything, but you should spend enough time in areas outside your direct responsibility so that you're aware of the big picture, and how systems fit together.

7 - Be aware of the economics of our department

Know how much various equipment and software costs, and its life expectancy. Ask lots of small questions.

8 - Focus on new technology

What's going on in the world? Read, read, read. No one should assume that the expertise they have today will suffice tomorrow.

9 - When you're contacted with a problem, you own it until you solve it or hand it off

Never tell an employee to call a different person because they're more qualified to handle the problem. Use your head. Analyze problems, but don't fall prey to "analysis paralysis." Understand the implications of potential tradeoffs of all kinds, including the tradeoff between acting sooner with less information, and later with more. Use your head in practical ways too; prioritize your time effectively.

10 - Be honest, ethical, and hard working

Don't be unwilling to admit mistakes. Always take responsibility for your work. Be a "company person." Never separate yourself from the company by referring to management, or other departments as "they."

About the author

Many thanks to our contributing author Peter Henley, a member of The Boomer Technology Circle #2. Peter is an integral part of the firm of Clark Nuber in Bellevue Washington and is the firm's Information Technology Director. His knowledge of accounting and computer systems is a rare mix in today's world of specialization. Peter is able to 'get technical' with the best technicians, yet is comfortable at the executive level in broad, long-range decision making. His knowledge of workflow in a CPA firm is deep and wide, and he never loses the perspective of client service. When asked what his "recipe for success" is at this 100+ member firm, his response is simple and superb:

"My recipe for success is managing the flow of information into, through, around and out of Clark Nuber so that the people using the information can provide the highest possible level of client satisfaction. The ingredients in this recipe include software and hardware research, testing, purchasing, implementation, training, and support. Toss in some humor and there you have it!"

Words to live by! Thanks again, Peter.