Repairing a Bad Reputation: It Takes More Than Good Works

1. Repairing a Bad Reputation: It Takes More Than Good Works J. Michael Yohe Executive Director Electronic Information Services Mike.Yohe@valpo.edu SIGUCCS USC

2. 1. Introduction • CIO job is political • All jobs are political • Reputations are political • difficult to build, easy to destroy • Politics is a ticklish business “If you have everything under control, you’re not moving fast enough.”- Mario Andretti, race car driver SIGUCCS USC

3. 2. Causes of Bad Reputation • 2.1 Bad Attitude • 2.2 Alienation • 2.3 Lack of Communication • 2.4 Poor Service “The key to this whole business is sincerity. Once you can fake that, you’ve got it made.” - Former Detroit Lions coach Monte Clark SIGUCCS USC

4. Let’s reflect. . . How can we calm troubled waters? SIGUCCS USC

5. Repair Strategy • 3. Reassess Attitude • 4. Build Community • 5. Improve Communication • 6. Take Action SIGUCCS USC

6. 3. Reassess Attitude • 3.1 Be Service-Oriented • 3.2 Be Steady • 3.3 Be Respectful • 3.4 Be Positive “It is the attitude of these men, more than any communication which they make, that attracts us.” - Henry David Thoreau (1817–1862) SIGUCCS USC

7. 3.1 Be service-oriented • What makes you feel well served? • What does this customer need, and when? • What's best for the institution? SIGUCCS USC

8. 3.2 Be steady • Do you stand firm on matters of principle? • Do you deal fairly with others? • Are you consistent? • Do you work toward the common good? SIGUCCS USC

9. 3.3 Be respectful • Do you appreciate the variety in personalities, backgrounds, and experiences? • Do you respect other opinions? • Can you disagree without being disagreeable? • Are you on time to meetings? • Are you concise in communications? • Do you praise in public, criticize in private? SIGUCCS USC

10. 3.4 Be Positive • Can you find something good in almost any situation? • Do you compliment others often? • Do you use humor effectively? • Can you laugh at yourself? SIGUCCS USC

11. 4. Build Community • 4.1 Cultivate Contacts • 4.2 Use Your Contacts • 4.3 Be Loyal • 4.4 Be Involved • “Indeed, the body does not consist of one member, but of many.” - New Testament, 1 Corinthians 12:14 SIGUCCS USC

12. 4.1 Cultivate Contacts • Who are the ten most important people to your job? • Do they know you? • What are the most influential committees? • Are you on them? • What constituencies have interests in IT? • How are their voices heard? SIGUCCS USC

13. 4.2 Use Your Contacts • Want a friend? Ask for help • Team up to solve problems • Give credit where due • Let others originate the ideas (even when they’re yours) SIGUCCS USC

14. 4.3 Be Loyal • Your staff • Absorb blame; spread credit • Be their advocate • Let them make their own apologies • Your superiors • Keep them informed (good and bad) • Communicate respect for them • Your institution SIGUCCS USC

15. 4.4 Be Involved • Can you name your Provost? Department Chairs? Directors? • What campus organizations or groups do you belong to? • When was the last time you attended a concert or ball game? SIGUCCS USC

16. 5. Improve Communication • 5.1 Listen • 5.2 Let People Know -- Often -- What Is Going On • 5.3 Acknowledge Problems • 5.4 Tell People Where You Stand “But how can I communicate with the gods, who am a pencil-maker on the earth, and not be insane?” - Henry David Thoreau SIGUCCS USC

17. 5.1 Listen • Give others a chance to have their say • Make sure you hear what others say • Make sure you understand what others say • Accept criticism gracefully • Assume the criticism is legitimate • Avoid being or seeming defensive • Find out what solutions the critic has in mind SIGUCCS USC

18. 5.2 Let people know -- often -- what is going on • How do you get someone’s attention? • Face to face (best) • Meetings • Personal contacts • Newsletter • E-mail • Personal vs. Personalized? SIGUCCS USC

19. 5.3 Acknowledge problems • Understand problems from others' point of view and let them know you do • When you're wrong, admit it • Don't make excuses (or give "reasons") • Be willing to take appropriate corrective action • If you must disagree, do it so they will thank you for it. SIGUCCS USC

20. 5.4 Where do you stand? • State positions and expectations clearly • Put policies and procedures in writing • Make information accessible • Let others know your reasons • Work out problems directly • Look for win-win • Give the other person an out SIGUCCS USC

21. 6. Take Action • 6.1 Strive For Excellence (Personal and Organizational) • 6.2 Plan Strategically • 6.3 Translate Planning into Accomplishment • 6.4 Review/Evaluate Progress “What you are stands over you the while, and thunders so that I cannot hear what you say to the contrary.” -Ralph Waldo Emerson SIGUCCS USC

22. 6.1 Strive for excellence (Personal and Organizational) • Is “good enough” good enough? • Is “perfect” too good? • How do your customers define excellence? • Are polish and excellence synonymous? SIGUCCS USC

23. 6.2 Plan strategically • Ask the questions • What are the institutional objectives? • What resources are at hand? • What are the priorities? • Set goals that are • Specific. Measurable. Attainable. Relevant. Trackable. • Look ahead • Most plans materialize in 3-5 years SIGUCCS USC

24. 6.3 Translate planning into accomplishment • What are you going to do? (Tactical plan) • Pursue strategic objectives • Solve problems • Show steady progress on shortcomings • Allocate scarce resources • Which crisis first? • How will you do it? (Procedures) • How do you ensure it’s done? (Tracking) SIGUCCS USC

25. 6.4 Review/Evaluate progress • What do your constituents think? • What do the measurements say? • What are other institutions doing? • Did you meet your goals? • How do you compare? SIGUCCS USC

26. 7. Conclusion • Relationships are as important as works • Teamwork can accomplish what individuals cannot • Your future depends on others “There’s no stopping the future.” – Yogi Berra SIGUCCS USC

27. May your future be bright! SIGUCCS USC

28. End note:I don't claim originality; just don't remember where all of these came fromI do claim this combination has worked in real situations. Questions? SIGUCCS USC