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There’s an old saying that “self-determination is fine but needs to be tempered with self-control”.
Speak to anyone managing technology and it’s a good bet they’ll say “self-control” is the one thing a user just doesn’t have. In fact, for any IT department, this poses some fundamental questions:
How much freedom should users have over their own PCs? Is it wise to let them select, configure, manage and support their own systems? Or is it a disaster waiting to happen?
Traditionally, the answer has been to restrict user control through strict written and coded policies, in-built security features, log-in and physical access controls and even by introducing alternative solutions such as thin clients.
However, times are indeed changing, and some of today’s most successful organisations are giving their users what was once seen as unthinkable: self-determination.
More power to the workers
For users, the need is clear: to have the tools best suited for them to do their job and to feel their work life is more about choice than about being controlled.
But is that enough for IT to hand over control? Are there benefits to giving users more freedom, and is it suitable for everyone?
Not surprisingly, many issues must be considered. What level of technical knowledge must each user have? Should workers in areas requiring greater security, regulatory controls and high availability be granted similar rights?
However, giving control doesn’t necessarily mean giving complete control.
Google, for example, allows individual workers to select their PCs from a pool of about a dozen computers. They then use web-based office applications through Google Apps, keeping their data securely stored on Google’s servers.
BP also uses a system in which their technically proficient employees select their own tools while receiving support from an external help desk.
And with analyst firm Gartner predicting that by 2010 as much as half of all software, hardware and services acquisitions made by IT will be decided by end-user preferences, giving more power to the workers looks set to continue.
Matching business needs, not just policies
If people feel their tools cannot do the job, they may feel the need to work around their organisation’s security policies and procedures to get the job done. This is where trust comes in.
Showing that you trust someone enough to let them select and configure the hardware and applications that they need (and are most comfortable with), can help ensure increased productivity and contentment.
By feeling as though they are more a part of the business, not just another cog using a “one-size-fits-all” computer, they take on the role of partner and assume more responsibility for their choices and the data they use. This not only reduces help desk calls, but IT resources aren’t tied up training people on systems they are already familiar with.
And it means the IT department can reduce their ongoing support costs and resourcing.
Sometimes, IT is all about compromise
Balancing individual need for choice and flexibility with the IT department’s desire to manage their security and data, is never going to be easy.
Some compromises, however, can help satisfy everyone:
- Automating repetitive, manual tasks as much as possible so the IT department doesn’t waste valuable time.
- Using virtualised solutions that ensure business data is secure and protected on servers, not solely on individual machines.
- Providing a selection of trusted hardware and software they can use, not just those chosen for them.
- Ensuring all security protection is completely up to date and that security policies are known and enforced.
It may seem a radical step, but giving up just a little control can mean big gains for your business. |
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