Who Takes the Lead on the Exploration of Tech at a Mission-Based Org?

Revised as of December 21, 2019

A free resource for nonprofit organizations, NGOs, civil society organizations,
charities, schools, public sector agencies & other mission-based agencies
by Jayne Cravens
via coyotecommunications.com & coyoteboard.com (same web site)

Non-IT Staff Taking the Lead
on the Exploration of Technology Use

IT professionals, acting as IT managers or consultants, paid or volunteer, can play an essential role in helping mission-based organizations - nonprofits, non-governmental organizations, public libraries, schools, government initiatives, etc. - leverage computers, the Internet and other networked technology to meet the goals of the organization or program.

That said, however, an IT professional is not always the best person to lead at a mission-based organization regarding use of information communications technologies (ICTs) to meet the organization's mission and help staff members do their jobs.

When I directed the Virtual Volunteering Project in the late 1990s and began encouraging organizations to explore the possibilities of involving volunteers via the Internet, many of the outspoken critics of virtual volunteering were IT professionals at mission-based organizations. The same was true when I began promoting accessibility as a fundamental element of nonprofit web site design a little while later. In both cases, IT managers threw up a variety of arguments as to why neither of these strategies were worthwhile for mission-based organizations, almost all relating to cost or security and expressing great fear at the "vast" amounts of work that pursuing either of these activities would cause them and the organization. I regularly heard of IT managers that went so far as to tell volunteer managers they were not allowed to use the Internet to support or involve volunteers - and I suspect this still happens now.

Thank goodness so many managers at nonprofit organizations, schools, etc. explored technology issues on their own, and became experts in their own right regarding how online volunteering, accessibility, and other aspects relating to ICTs could be used in their programs. I wrote many emails to nonprofit managers, particularly managers of volunteers, helping them to develop counter arguments to IT managers reluctant to let them explore the use of various ICT tools in their jobs. The drive to use ICTs to work with volunteers, as well as to make nonprofit web sites to be accessible for people with disabilities, has been lead by *NON* IT professionals, NOT by tech folks.

That isn't to say that all ICT professionals try to block the exploration and use of ICTs in nonprofit job activities. Many have been quite supportive. But the reality is that ICT consultants and managers need to work directly with nonprofit PROGRAM managers, listen to their needs, and let the latter have the support to explore use of ICTs themselves. For instance, a manager of volunteers has an expertise in working with volunteers, and should be a lead person in making decisions about what ICTs may be used with working with volunteers. The box office staff at a nonprofit theater has expertise in selling tickets and tracking sales, and should have primary input on what sales management software to choose. Program staff know the organization's clients and knows what they need far better than any ICT professional.

Many publications have tackled the subject of how to address non-IT staff resistance at mission-based organizations to using technologies. Let's explore the other side of this issue: how have you, as a non-IT staff person at a mission-based organization, overcome IT staff or consultant resistance to things like:

installing and supporting your use of a database you feel that you need in your job
involving volunteers via the Internet - virtual volunteering - including having interactive features on your web site for volunteers
using Skype or instant messaging at your work station or via your company-issued device
making your web site accessible for people with disabilities or others using assistive technology
exploring the use of Linux or Open Source technologies at your organization

Please send your stories. Stories submitted may be used on the Coyote Communications web site, but no author or organization will be identified without the author's written permission.

If you have faced obstacles from the IT staff regarding your use of networked devices, social media, Skype, features you need on the web site, etc., here is some advice on how to overcome such:

You are an expert in something - it's why you have the job that you have. For instance, if you are in charge of recruiting, screening and supporting volunteers, then it's very likely have more expertise in volunteer management than anyone else at the organization. Write and speak with authority when you talk about why you want to use a tech tool.
Document why you need whatever it is you believe you need. Provide examples from other organizations or from within your own organization to back up your case, to show that others use the tool in the way you want to, with no problem. If you can show how it will save time and/or money, say so. If it's an industry standard to use a tool, and your organization will look old-fashioned, out-of-touch and/or inefficient as a result of not using it, say so.
Convince senior staff that your tech demand is best for the organization, with lots of examples of where it works elsewhere. IT staff are more likely to comply if your Executive Director is on board.
If you can use a tool from home that IT won't let you have at work, do so, and make sure you note this for your supervisor: "Sorry, I will be coming in late Tuesday morning; I will be working from home so I can participate in a WebEx conference with so-and-so. I'm not allowed to have it at work, so I have to use it at home." or "Please note I'll be working from home each Wednesday morning, so that I can use social media to support our upcoming volunteer recognition and recruitment campaign - IT says I am not allowed to use Facebook from work, so I have to from home." Don't ask for permission - just DO it.
Bring up in meetings, as appropriate, that you aren't allowed to use a particular tool. "We've got a drop in the number of volunteers participating in our monthly orientations, because so many people cannot attend in the evenings. Many have said they could participate over lunch, but only as a live web cast. But, since I cannot use ReadyTalk, because the IT department said so, I can't accommodate them." In other words - whine.

Yes, that's me playing hard ball. It's what I've had to do sometimes to get the tech tools I need for my work. And it's worked, every time.

If you do end up getting to use a tech tool you wanted to, make sure you regularly let supervisors know how the organization is benefiting from your use of such!

Also see: Finding a Computer/Network Consultant
Staff at mission-based organizations (nonprofits, civil society organizations, and public sector agencies) often have to rely on consultants, either paid or volunteer, for expertise in computer hardware, software and networks. Staff may feel unable to understand, question nor challenge whatever that consultant recommends. What can mission-based organizations do to recruit the "right" consultant for "tech" related issues, one that will not make them feel out-of-the-loop or out-of-control when it comes to tech-related discussions?

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