What do you do if non-technical stakeholders struggle to understand your IT operations updates?

Keep it simple. Go straight to your points. Keep it non-technical (plain language). No technical jargons. Provide context. What is the need for this? How will it impact the business? Know your audience (tailor your communication). Some prefer details; others might just be concerned with the financials.

Knowing the audience is critical and keeping the presentation concise. Giving the audience the bottom line upfront in a concise and simplied way, i bullet point, with the issue, the proposed resolution, any risk, cost & ROI. Having that up front, enables you to expand over the remaing slides if needed. If you use an acronym make sure you let everyone know what it stands for.

It is very important to always cater for your audience in your feedback, speaking in a simple and easy to understand language and also using relatable scenarios that help make the information easy to understand often goes a long way.

While presenting your case, remember to: - Do not use technical words but rather focus on business value-add words such as ROI and cost analysis - Present the necessity of complex IT initiatives and how it will move the needle for the organization - Always be willing to follow-up after the initial presentation for a deeper dive - Lastly, when in doubt use a few words as possible and listen twice as much as you speak

I rewrite the operations verbiage in simpler to understand language - I also define root problem and impact to end-users/department/team while also emphasizing if we are saving on money/productivity/efficiency. I conclude with expected resolution and what that will look like.

Quando comunicar com partes n?o técnicas, concentre-se no impacto das opera??es de TI nos resultados financeiros, na experiência do cliente e na continuidade dos negócios. Destaque como as atualiza??es beneficiam essas áreas, em vez de se concentrar em detalhes técnicos.

Connect with a non-technical audience by elaborating effectively. It is recommended to consider a format for responding to the stakeholders. For example, updating about the recent business service disruption. 1. What is a problem: From the stakeholders point of view 2. The impact: The tasks they can not perform or limited functionality in simple language 3. Current Status (optional): how IT solves the problem stating that work is in progress, etc. 4. Set Expectations: Provide an ETA to resolve issues or frequency of the next communication. Or, any action they need to perform (can add steps or document per situation)

As Simon Sinek says, start with why! Non-technical users will always be looking to understand what your update means to them.

Highlight how IT updates directly affect day-to-day operations by using relatable metrics, such as time saved or efficiency gains. Explain IT improvements in terms of their direct benefits, like smoother workflow or enhanced security, linking them to overall business goals and individual roles.

Also look to explain what the impact is if nothing is done, and what is the cost of doing nothing? Will there be a Loss of reputation, reduced stability, support or security ?

Recorra a recursos visuais, como diagramas e infográficos, para simplificar conceitos complexos de TI. Essas representa??es ajudam as partes interessadas a compreender melhor o funcionamento da infraestrutura de TI e o progresso de projetos específicos.

How is this for a visual, I had a colleague that would walk someone into the data center so the customer can get some level of scope the work being done. I had another collogue that bought a bunch of colored balls and other props to show how a process flow runs. They both earned a lot of respect and appreciation for those simple actions. A whiteboard is great to use as well. PowerPoint is my least favorite unless you have it set up to be interactive, otherwise it is blah, blah, blah!

Don't over complicate any diagrams, only put in what is necessary to explain what needed. Too much data will lead to peopl getting distracted.

Sometimes the best way to help non technical stakeholders is with stories that can relate to them and the broader group. Remove the technical pieces and create an understanding with something that everyone can digest. If the eyes glaze over or the attention drifts you are doing it wrong. To maximize this theory, explain your work project to your children, if they get it you are doing it right. If they don't, be dynamic enough for them to understand and change how you tell the story.

It's common for stakeholders to have varying levels of technical expertise, so it's important to bridge that gap effectively. Here are two strategies to help non-technical stakeholders understand technical concepts: 1. Translate technical jargon into real-world examples that resonate with their everyday experiences. This simplifies complex ideas and makes them easier to grasp. 2. Use visual aids like PowerPoint presentations or documents to illustrate how the proposed technical solution directly benefits their business objectives. Highlighting the practical implications can make the technical aspects more relatable and tangible for all stakeholders, regardless of their technical background.

Use narrativas ou estudos de caso reais para destacar o impacto das opera??es de TI. Essas histórias cativantes ajudam as partes interessadas a entender o valor do seu trabalho na preven??o de crises e no suporte às opera??es comerciais.

By presenting real-life examples or case studies of similar organizations that have successfully implemented technology updates, you provide tangible evidence of the benefits and potential positive outcomes. These stories not only make the technology updates more relatable but also demonstrate their practical value and impact. Highlighting how these updates solved specific problems, improved efficiency, or drove innovation can help paint a vivid picture of what’s possible. Encouraging leaders with stories not only helps demystify the technology but also inspires and motivates them by showcasing the tangible successes and opportunities that lie ahead.

I agree for solutions provided as Simplify terms, Use visuals, Engage with stories and encourage questions. Believe that it will handle completely

Promova um ambiente aberto para perguntas, incentivando as partes interessadas a se manifestarem. Responder com paciência n?o só esclarece confus?es, mas também revela áreas que podem precisar de maior simplifica??o. Considere incorporar respostas a perguntas frequentes em futuras atualiza??es ou criar um documento de referência para facilitar o entendimento.

As we always have room for improvement, this applies to the communications and updates we are sending to the relevant stakeholders. Since we often call this a 'communication', it should be bi-directional. That said, the communication channels, and forums should encourage the audience, - Commenting on the information, asking questions or clarifying doubts - Validating if the provided information was helpful - Do they have any recommendations or suggestions? According to the response, changes can be made in the information, FAQs or self-help documents etc. By following such practices will enhance the overall customer experience.

Bonus points if you can do this "publicly". If one person has emailed you with a questions, others may have the same question but not asked it. Are your updates shared in a way that employees can see other's comments and responses? Can you link to and build an FAQ?

Adopt an "AMA" (Ask Me Anything) approach post-update, where stakeholders can ask questions in a more informal setting. This can be done through internal social media platforms or dedicated Q&A sessions, making it easier for stakeholders to engage.

This approach allows you to pinpoint exactly where their understanding falls short or what aspects they're struggling with. By carefully crafting your inquiries, you can uncover their concerns, misconceptions, or the specific areas they need more clarity on. This not only demonstrates your commitment to effective communication but also enables you to tailor your explanations or presentations to address their specific needs. Essentially, by asking more questions, you’re actively engaging them in a dialogue, making it easier to guide them through the complexities of technology updates in a way that resonates with their level of understanding and interest.

Put yourself in the shoes of the user and clearly communicate: What is the impact while the change is happening? How long is it expected to take? What will be difference once it's done?

Fornecer resumos breves e diretos das atualiza??es de TI é essencial. Estes devem destacar os pontos principais sem sobrecarregar com detalhes técnicos. Os resumos facilitam a compreens?o rápida do status e das implica??es das opera??es de TI, servindo como referência para discuss?es futuras e garantindo que todos estejam alinhados com os objetivos do departamento de TI.

Summaries are critical to the communication, and one area people often overlook is the opening summary. Providing that roadmap is critical, as it give people an idea of what to expect, and know how it is going to become relevant down the road. Once you are done, then make sure you loop back and tie is all together. Sometimes this may seem repetitive, but that is what works. Think of it like advertising, it’s not about telling people something once, but keep reinforcing it in their mind. Finally, always provide the audience the opportunity to come back to you – and be genuine about this. Showing you are open to follow up makes people more comfortable, and it also helps you because you then learn about the parts people struggle with.

I used a Town Hall meeting to demo the new system and focus on the benefits for each department. Open to questions and to show in real-time answers to there questions. Also asked for department super users and train them and they would be department 1st line help desk. This proved to be a great approach.

If there is a financial element to the presentation, and if the presentation is to board member or senior financial stake holder consider any effects on Revenue income or loss, Ebitda and Enterprise Value. These points are extremely important if the company is involved with Mergers or Acquisitions.

I think, IT operations and service delivery team would have another options to better share any information, in the form of, - Leverage resource from stakeholder or business, so called "power user", helping to translate in simple language - Training sessions & workshop (for any new service launch or changes) - Publish short videos about features or functionality, solving problems

Highlight the importance of feedback loops in understanding and improving the communication of IT operations updates. Encourage stakeholders to share what works and what doesn't in the way information is presented, fostering a culture of continuous improvement and collaboration.