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What are the best ways to align Technical Support with company inclusion goals?

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Technical Support is a vital function that interacts with customers, partners, and internal stakeholders on a daily basis. It can also be a powerful driver of inclusion and diversity in a company, as it reflects the values, culture, and identity of the organization. However, aligning Technical Support with company inclusion goals is not always easy or straightforward. It requires intentional strategies, clear communication, and continuous improvement. In this article, we will explore some of the best ways to achieve this alignment and create a more inclusive and diverse Technical Support team.

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1 Define inclusion goals

The first step to align Technical Support with company inclusion goals is to define what those goals are and why they matter. Inclusion goals are the specific and measurable outcomes that a company wants to achieve in terms of diversity, equity, and belonging. They can be related to hiring, retention, promotion, training, feedback, recognition, or any other aspect of the employee experience. Technical Support leaders should collaborate with the HR and Diversity teams to understand the company's vision, mission, and values regarding inclusion, and how they can translate them into actionable and relevant goals for their function.

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Kellie Reed

Product Manager Associate | Digital Transformation Office | Oklahoma Human Services
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Creating an inclusive and diverse Technical Support team is indeed crucial. Defining clear inclusion goals in alignment with the company's vision is fundamental. Collaboration between Technical Support leaders, HR, and Diversity teams ensures a comprehensive strategy. Implementation demands dedication, consistent communication, and adaptability to foster a workplace where everyone feels valued and empowered.

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2 Assess current state

The next step is to assess the current state of the Technical Support team in terms of inclusion and diversity. This involves collecting and analyzing data on various dimensions, such as demographics, skills, backgrounds, perspectives, needs, preferences, satisfaction, engagement, performance, and feedback. Technical Support leaders should use various methods, such as surveys, interviews, focus groups, observations, or audits, to gather this data and identify the strengths, gaps, and opportunities for improvement. They should also benchmark their data against industry standards and best practices, and seek feedback from external stakeholders, such as customers and partners.

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Misha Maslov
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Consider incorporating anonymous surveys and suggestion boxes into the assessment process. This allows team members to share insights freely, potentially revealing nuances that may not surface through other methods. Additionally, a confidential channel fosters trust and encourages candid feedback.

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3 Implement action plans

The third step is to implement action plans to address the gaps and opportunities identified in the previous step. Action plans are the specific and concrete steps that Technical Support leaders and team members will take to achieve the inclusion goals. They should be aligned with the company's overall strategy, policies, and resources, and tailored to the needs and challenges of the Technical Support function. Some examples of action plans are: creating or joining inclusion committees or networks, providing or attending inclusion training or coaching, reviewing or updating inclusion policies or procedures, launching or participating in inclusion initiatives or programs, or celebrating or rewarding inclusion achievements or behaviors.

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Misha Maslov
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Consider establishing mentorship programs within Technical Support. Pairing experienced team members with newer ones can facilitate knowledge sharing and foster an inclusive environment. This personal connection can boost confidence and engagement, ultimately contributing to the achievement of inclusion goals.

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4 Communicate and collaborate

The fourth step is to communicate and collaborate with different stakeholders to ensure the alignment and effectiveness of the action plans. Communication and collaboration are essential to create awareness, buy-in, and support for the inclusion goals and action plans, and to foster a culture of inclusion and diversity in the Technical Support team. Technical Support leaders should communicate clearly and frequently with their team members, peers, managers, and other functions about the purpose, progress, and results of the action plans. They should also collaborate with them to solicit feedback, share best practices, solve problems, and leverage synergies.

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5 Monitor and evaluate

The fifth step is to monitor and evaluate the impact and outcomes of the action plans. Monitoring and evaluation are crucial to measure the progress and performance of the Technical Support team in terms of inclusion and diversity, and to identify the successes, challenges, and learnings. Technical Support leaders should use various indicators, such as metrics, KPIs, dashboards, reports, or testimonials, to track and analyze the data collected in the previous steps. They should also use various methods, such as reviews, audits, surveys, or interviews, to gather feedback and insights from different stakeholders.

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6 Adjust and improve

The final step is to adjust and improve the action plans based on the findings and feedback from the previous step. Adjusting and improving are necessary to ensure the continuous alignment and relevance of the action plans with the changing needs and expectations of the Technical Support team and the company. Technical Support leaders should use the feedback and insights to identify the areas of improvement, prioritize the actions, and implement the changes. They should also use the successes and learnings to recognize and reward the team members, share the best practices, and inspire others.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to align Technical Support with company inclusion goals?

1

2

3

4

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1 Define inclusion goals

2 Assess current state

3 Implement action plans

4 Communicate and collaborate

5 Monitor and evaluate

6 Adjust and improve

7 Here’s what else to consider

Technical Support

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What are the best ways to align Technical Support with company inclusion goals?

1

2

3

4

5

6

7

1 Define inclusion goals

2 Assess current state

3 Implement action plans

4 Communicate and collaborate

5 Monitor and evaluate

6 Adjust and improve

7 Here’s what else to consider

Technical Support

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