Seven Reasons Why Software Isn’t Making Work Easier
The reason companies invest in software is to make work easier – right? Then why do so many users laugh at the idea?After reviewing a large project I came up with seven reasons why the software wasn’t making work easier. Looking at the list I realised that it wasn’t just limited to this one project, but were common in many organisations and in many programs.1. Processes and procedures are not written in conjunction with the softwareThe person writing the procedures does not incorporate the specific software in the flow. This then results in the software being an obstacle to the work flow.In the project being investigated, the people writing the procedures had not used the software and were not aware of the features available. In fact what happened was that someone was focusing on procedures while another person was delegated with making the software do what was required. This split in responsibility is a false concept.2. ConfigurationThe larger the software package, the more it will need to be configured or customised for the client. Time configuring the system correctly is an investment in the success of the project.As an extension of the first point, it was found that the software wasn’t actually configured to meet the requirements of the user, business or customer. It’s not that it couldn’t, but that no-one had invested the time to fully set up the system.When rolling out a large project, there is a strong emphasis on being “on time” and “on budget”. When it comes to “on quality” the focus is often on ensuring the software works – that is, it isn’t buggy. The full test of “on quality” needs to expand to include being correctly configured.The great aspect of configuration is that it can be done relatively easily. To clarify, it is easier than modifying the actual program code and releasing it. Configuration is meant to be the way to tweak software to really meet the user’s needs.Which means that as the program is rolled out, and users start to use it, the program can be adapted to meet the true requirements. It means that after being in use for some time and requirements change that the software can adapt with it.Provided someone is doing it.3. Lack of trainingThere are now many ways to pass knowledge onto the user. They include: Correctly laid out software with meaningful labels etc
Tips (pop-up information boxes in the software)
Help (F1)
Manuals
Wikis
Webinars
Training videos
Online training
One to one (or small group) training
Group trainingWith so many options available, it is amazing how poorly trained users are. Part of the reason is that there are a number of fundamental questions that need to be answered: Generically, how do you use the software?
Specifically for a given task or role, how do you use the software?
What does the user need to know for the day to day tasks?
What does the user need to know for when things go wrong, or for the infrequent tasks?
What do advanced users need to know?It is relatively easy for the developers to create a document on what the program does, but they can’t necessarily write the manual on what the user is meant to do. This is getting back to the first point about the procedures linking in with the software.So training needs to focus on processes and procedures as much as how to use the software.There also needs to be multiple layers of training, starting with the day to day training up to the advanced training of key staff.4. Functionality only, not efficiencyMost of the development on the project only focused on ensuring something could be achieved. There was little or no focus on either operational efficiency or database efficiency.There were periodic reviews of really poorly performing aspects of the system, but there had been little consideration on how efficiently a task could be achieved.Fundamental to good software is the concept of “it has to make life easier”. This starts with the specification, but needs to flow through the design stage, testing and release. The software needs to adapt to ensure that it remains easy to use.I personally recommend that developers are forced to anonymously sit at the back of a training course while new users are shown how to use the software. The developers aren’t allowed to communicate with the users in any way, but just have to watch. The users will stumble around trying to achieve something, they will press the wrong buttons, go to the wrong screens, and often will eventually give up. Or they will swear at how cumbersome it is. The developers will either leave the room with great ideas as to how to make the system faster and easier to use, or will complain about how stupid users can be. You now know which developers you keep, and which developers you want to loose.5. Project focused developmentFor the project being reviewed, development was primarily sponsored through new contracts won by the business.New features were integrated into existing features where possible, or designed so that other contracts would gain benefit from it so there was an overall improvement. The biggest issue however was that existing contracts did not have the benefits of continual improvement.The question was normally “how can we comply with this” rather than “how can we run our business better”.6. Acceptance with second bestUsers have been continually told to persevere with poor performance, as well as not to request changes. There are a number of reasons for this including: much of the software they use is totally beyond the company’s ability to fix (e.g. everyone’s favourite word processor and spread sheet).
historically if something doesn’t work the solution is to reset the computer and come back later.
consequently computers are notorious for problems that magically come and go and can’t be fixed
even if a problem can be fixed, the person who has to fix it is too busy or the problem isn’t of high enough importanceThis was a direct consequence of the attitude of the previously mentioned attitude of “how can we comply with this contract” rather than “how can we run our business better”. Users were continually told that changes weren’t possible because they weren’t a priority.The end result is that users eventually stop complaining. It sounds like a win for the business (“the number of change requests has now dropped to nearly none”) but the reality is that the user, and consequently the business, is now putting up with second best.7. Losing agilityWhat made the project so successful early on was its ability to quickly adapt the software to the users’ requirements. As time progressed the attitude became “the business has to get used to waiting six months for a change and can’t just expect it to happen”.The final result was a slow lumbering beast that was frustrating users and no longer meeting the business needs.The first six points are not a once-off check list, but a continual necessity. Businesses need to adapt to survive, which means the software needs to adapt. The ability of a company to incorporate these ideas quickly is a core part of the business being able to adapt quickly.SummarySo who is responsible for ensuring software makes life easier for the user? The answer is “everyone”. It’s a company culture issue. Unfortunately my experience has shown that it is too easy to promote a culture of frustration and compromise.
Reporters and Political Blogging
In the old days it took a lot to start a new agency! You would most likely need a degree in media broadcasting, certifications with the FCC and other agencies, a lot of money to get a studio and news station and so on and so on and so on. Not anymore! Now you have the power of the blogosphere by your side. You can start your own news agency in a matter of a couple of clicks by starting a blog. A lot of amateur bloggers are using their blog to invent their own media brand. Some report the news while others focus on political events throughout their localities and the world.So if you are ready to be the next big anchorperson with your own news or media brand, why not do it the less expensive way and start a blog instead? You can build up an entire news network with your blog especially when your blog gets very popular.The best way to start out is to discover your niche in media reporting. Maybe it’s telling movie news? Or maybe it’s making the news about all current events? Or maybe you cover politics? You need to find your niche, focus on it and then build a brand out of it. Your brand may be a certain way of giving the news. For example, if you run a political news blog, you may make posts about politics that make you angry and rant and rave to ensure that the reader will always get that sort of story.One thing you do need to understand though is that you need to make sure the content is unique. Never take another news article and post it as your own because it’s unethical and you can even get sued for it. Besides, this is a chance to make a name for yourself and possibly start selling news article like the Associated Press does.So get out there and make your own news blog! You can even go national news like CNN and Fox and have sections for current news, local news (great for getting other bloggers on your blog), weather, sports and more. Just think about it! You just need to make sure you get a lot of traffic so that your blog starts to get more viewers. One of the best ways to do this is to share your blog with your friends and family and have them share it with others as well.
Careers in Healthcare Administration
The thought of a career in healthcare may conjure up images of doctors, nurses, and other direct healthcare providers rushing in their scrubs from one emergency situation to another.While there is little doubt that these direct patient care providers are the key to healthcare delivery, many others are working behind the scenes to ensure the entire process is smooth and seamless throughout the system.Among these healthcare professionals are health services managers, also known as healthcare executives or administrators.Healthcare Administration: The ProfessionAccording to the U.S. Department of Labor, the primary job of a healthcare administrator is to plan, direct, coordinate, and supervise the delivery of health services in a healthcare facility. A healthcare administrator may manage:An entire healthcare facility
A specific clinical department
The medical practice of a group of physicians
Typically, a healthcare administration degree is required for the job. Depending on the level and type of degree they have, health services managers can find career opportunities in any of the following positions.
Hospital administration: The job of a hospital administrator is to make sure the hospital they manage runs smoothly and healthcare is efficiently delivered to those who need it. They coordinate day-to-day administrative activities such as creating work schedules, handling finances, maintaining records, managing inventory, etc. to ensure the business of healthcare continues uninterrupted.
Nursing home administration: Nursing homes are residential facilities for people who require constant nursing care. The challenges of managing a nursing home are quite different from those of managing a hospital. Part of a nursing home administrator’s duties is also to take care of the resident patients in addition to managing staff, finances, admissions, and the property itself.
Clinical administration: The responsibilities of a clinical administrator depend on the specific medical specialty department he or she manages. They are responsible for formulating and implementing policies for their clinical department, monitoring the quality of care provided to patients in that department, creating budgets, and preparing reports.
Health information management: Health information managers have the important task of maintaining and safeguarding patient information from unauthorized access. They work with the latest technologies in information management and security to handle hospital databases. It is, therefore, vital for health services managers in this field to keep themselves updated on evolving technologies.Healthcare Administration: TrainingIndividuals interested in this profession are typically required to have a Bachelor’s in Healthcare Administration degree for entry-level assistant roles. Bachelor’s degree programs in health information management are also available for individuals interested in managing this aspect of healthcare.Some employers, however, may insist on a graduate healthcare administration degree for the role of health services manager. A Master’s in Healthcare Administration degree may also be required for advancement from assistant roles to positions with more responsibility and a higher salary.For healthcare administrators seeking advancement without having to take a sabbatical from work, an online Master’s in Health Care Administration program may be an ideal fit. An online healthcare administration degree can provide them the flexibility to continue their education and while still working full time.Healthcare Administration: CompensationAccording to the U.S. Department of Labor, the median annual income of health services managers in May 2010 was $84,270, depending on position, location and education.* Find out about more healthcare administration degrees at schools near you right now!Sources:* bls.gov/ooh/Management/Medical-and-health-services-managers.htm#tab-1