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Dr Stefanie Kethers, Dr Larry Stillman, Rebecca French

Dr Stefanie Kethers, Dr Larry Stillman, Rebecca French. The “Doing IT Better” Project Methodology. Agenda. The “Doing IT Better” project Our Case Study Method Sample Outcomes and Lessons Learned Concluding Remarks. The “Doing IT Better” Project. Three-year project of the

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Dr Stefanie Kethers, Dr Larry Stillman, Rebecca French

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  1. Dr Stefanie Kethers, Dr Larry Stillman, Rebecca French The “Doing IT Better” Project Methodology

  2. Agenda • The “Doing IT Better” project • Our Case Study Method • Sample Outcomes and Lessons Learned • Concluding Remarks

  3. The “Doing IT Better” Project Three-year project of the Centre for Community Networking Research (Faculty of Information Technology, Monash University), and Victorian Council of Social Service (VCOSS) Aim: Build ICT capacity in the Victorian community services sector

  4. The “Doing IT Better” Project continued Generously funded by a foundation. Project team: Dr Larry Stillman (CCNR) Dean Lombard (VCOSS) Dr Stefanie Kethers (CCNR) Rebecca French (CCNR) http://www.doingitbetter.net.au/

  5. The “Doing IT Better” Project Approach Undertaking case studies to identify issues and trial solutions Providing information resources to build know-how and assist decision-making and planning Identifying systemic issues holding the sector back, and working to change them

  6. Aim of the Case Studies • To provide input to the organisation’s strategic ICT planning process by • Getting a holistic picture of how staff use ICTs in their day-to-day work • Finding out what staff see as working / not working for them • Highlighting (not judging!) differences in people’s perceptions

  7. Case Studies Conducted • Victorian Alcohol and Drug Association (VAADA) • Springvale Community Aid and Advice Bureau (SCAAB) • Northcote Community Information & Support Service (NCISS) • Travellers Aid • Bay West Youth Housing

  8. Overview of the Case Study Process Initial contact Short introduction at a staff meeting In-depth interviews with staff members, using Co-MAP, a formal process modelling method Analysis of the interview data and additional documents Staff workshop Internal reporting to different constituencies - staff, committee of management Final report

  9. Step 2. Staff Meeting • Preparatory email to staff about the meeting, asking 4 questions: • What are your biggest needs with the management of information and knowledge? • What do you think are problems that hold the organisation back from using IT better? • What things would really benefit the organisation and its programs? • How could clients benefit from a better use of IT? • Responses put up on a whiteboard and grouped • Brief discussion

  10. Step 3. Interviews Information Content Information Medium Information Flow Actor Information Quality

  11. Step 4. Analysis.Example from SCAAB Case Study: “External Communications”- Mailing Lists Conflict (between different mailing lists) Incorrect information (e.g. mailing lists out of date) Lots of things going wrong (database does not exist, incorrect information, etc.)

  12. Step 4. Analysis:Grouping Individual issues Who said this? Grouping / categorizing

  13. Step 4. Analysis: Freemind

  14. Staff comments Issues / Headings Step 5. Staff Workshop

  15. Example: SCAAB Case Study: Key Outcomes for SCAAB • Increased understanding of the difference between technology & information management. • Experience of a positive change management process. • Report with recommendations that will form the basis of an ICT strategic plan. • Opened SCAAB’s eyes & imagination to possibilities of how ICT can be used internally, with clients & with the community. • Learning issues SCAAB are experiencing are common in the community services sector. Thanks to Jinny McGrath for this slide

  16. Example: SCAAB Case Study:Lessons Learned for SCAAB Quality Process: • Regular communication to key stakeholders • Hear from as many people as possible • Champions within the organisation • Access to people with ICT expertise who understand the sector & can assist NFP. • Develop ICT strategic plan before rushing to change things Thanks to Jinny McGrath for this slide

  17. When to Use this Method? • For a fairly comprehensive picture of ICT issues in your organisation – in particular around communication channels, work processes, staff training / skills and other “soft” factors • As part of change management, to get staff buy-in • If your organisation has the time to spare for the interviews and staff workshop

  18. Further Comments • Such investigations are naturally complex • It does take time and effort to come to a conclusion • It is good to involve an outsider to facilitate

  19. Resources and References Doing IT Better Web site: http://www.doingitbetter.net.au/ Larry Stillman, Stefanie Kethers, Rebecca French & Dean Lombard (2008): Representing Practice Wisdom: “Adapting Corporate Modelling for Better Welfare Practice”. 10th Australian Conference for Knowledge Management & Intelligent Decision Support (ACKMIDS). Larry Stillman, Jinny McGrath (2008): “Is It Web 2.0 or Is It Better Information and Knowledge That We Need?” Australian Social Work 421-428(61): 4. Stefanie Kethers (2002): “Capturing, Formalising, and Analysing Cooperation Processes: a Case Study”. Xth European Conference on Information Systems (ECIS), Gdańsk, Poland, pp. 1113-1123.

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