Relationships between departments, in any sector, can be difficult and HE is no exception. But this came as a bit of a surprise to me whilst enjoying a tipple in the evening at the UCISA Support Services Group conference. Apparently some ICT staff are not keen on the educational technologists at their institution.
I’ve used the name educational technologists though I know full well there are hundreds of different job titles. You may call yours digital education developers, learning technologists, elearning technologists, technology enhanced learning advisers, online content developers and so on.
I’ve never felt any animosity (or any extraordinary animosity) from my colleagues in ICT. There is the usual “that’s not our job” tension but that’s nothing unusual. Perhaps I am oblivious to it or we never work with people who feel this way. I imagine it is an equal mix of the former and latter. So it came as a shock to hear how negatively the Ed Techs are thought of by ICT staff in some institutions. So I thought I’d write down a few thoughts about why this might happen and how we can avoid it.
Dear Ed Techs: ICT are busy
ICT departments are incredibly busy places to work. They have a very broad customer base who pull them in a number of directions. Students, academics, professional services etc. are all vying for their attention. Not only that but they actually have to maintain all of the systems as well as put new ones in. None of these things are easy. We should remember and be mindful of that.
Dear ICT: We are busy too
There is a perception, rightly or wrongly, that Educational technologists float around messing about with new fun technologies. That we spend our days thinking up ways to make ICT’s life more difficult. I assure you we don’t mean to. Whilst we occasionally get to do fun stuff we are most often bogged down in supporting staff in how to use the VLE. Most often training staff on the basic functions.
Dear Ed Techs: ICT are under pressure
I have already mentioned the pressures that a diverse customer base causes ICT. Often it is whoever shouts loudest that gets heard. How many times have staff emailed your ICT Director to complain they weren’t being dealt with quickly enough?
Dear ICT: We are under pressure too
Technology in education has become more and more important. The TEF puts innovation at the heart of teaching. For some reason institutions think by sticking some technology in to teaching it will somehow become innovative. We all know there is no quick answer. Therefore, ed techs are seen as the people to transform teaching. That we can make everyone innovative with a click of our fingers. Unfortunately, we have to start making a significant change. To do that we need to have the infrastructure in place and ICT, that’s where you come in.
Dear Ed Techs: Stop asking for seemingly random stuff
To ICT it probably seems like our requests come out of nowhere. Sometimes they do. We know our rationale. We remember the conversations we have had with staff and students on the subject. We have looked at the alternatives. But ICT have a process they go through and trying to avoid it, because it’s usually long-winded and laborious, is not going to get it done any quicker.
Dear ICT: Let’s not argue
Sometimes it would be nice for us not to have to argue. Filling out your long-winded paperwork and endless meetings. Unless you plan on sitting down and testing all the options I’m sure you’re going to go with whatever we suggest anyway. Also we know our users so we may not go for the shiniest thing with all the features we might just go for what we know they’ll use. That may seem odd to you but we have thought it through I promise.
Dear Ed Techs: ICT have a limited budget
Although ICT budgets appear huge to an outsider they are not and they are usually allocated for specific projects. Enterprise infrastructure is expensive. So when you roll up with “its only 2k” that may seem insignificant but it’s not. It’s a lot of money when every penny has been carefully allocated at the start of the year. Find out when the budget run is and try to get your requests in as early as possible.
Dear ICT: We don’t have a budget
Our team doesn’t have a budget for technology and licensing. That doesn’t seem to be something the University thinks would be helpful. So we rely heavily on ICT. When we say we have no money, we really mean it. Let’s work together to secure an ‘innovation’ fund. So when we ask you for stuff there is some money set aside already.
Dear Ed Techs: ICT don’t want to install stuff just because it’s cool
We all want to play with the latest thing. If anything that’s kind of our job but ICT have enough to do. They can’t just install stuff because we think it’s cool.
Dear ICT: We need a way to play with the cool stuff
Technology changes quickly. Educational technology changes quickly and we need to be able to move with that change. If it takes a year to get something installed it’s often out of date by then. What would be great is if we could have some way of installing things, testing them and, retiring them if they are not well used or rolling them into production if they are.
Dear Ed Techs: ICT have a process
ICT sometimes appears to be being difficult for the sake of it. I know that is not the case. Many ICT departments use a framework called ITIL which help to process the vast number of tasks they have to complete. It also helps to prioritise what they are doing, when they do it and who does it. ICT go through a demand management process. They get so many requests they have to prioritise and schedule them.
Dear ICT: We can’t do it without you
We are not able, nor should we, nor would you like it, if we started building up servers and installing anything we like willy-nilly. Nor do you appreciate it when people buy stuff without your knowledge. So we need you to do stuff for us. Trust me there are times where we’d much rather just do it ourselves but we can’t. We have to go through you.
You know we need you.
Dear Ed Techs: What you think is important may not be top priority
Sometimes there are pressures on their time and activities that have to take priority. We may not agree with them but we have to be mindful that our priorities may not always be aligned. Take a deep breath and don’t chuck your toys out of the pram. Try and work within the existing systems rather than outside them. You’ll probably get somewhere much faster.
Dear ICT: Please acknowledge that teaching is important
I have acknowledged the diverse needs that constantly pull on ICTs time. But I will finish with my biggest frustration. That you don’t acknowledge that teaching is important and ultimately why we are here.
If teaching is terrible students won’t turn up. If students don’t turn up we won’t have jobs. Yes I know that the finance system, HR system and WiFi are all important. They underpin everything. But if a lecture theatre computer is broken that’s not a big issue in the grand scheme. But it’s a massive issue for that member of staff and those students. Acknowledge that when they call you. Fix it quickly. Don’t leave it for days.
Dear ICT: Let’s work together
You play a crucial role in the University. What you do, day-to-day, affects everyone. There are few departments who have such an impact on people’s lives. We rely on you. So let’s just start working together. Let’s talk about how we can work together. What we need from you and what you need from us. What we can do together to make a difference. Let’s stop focusing on problems and start finding solutions.