Information Technology Reference
In-Depth Information
8.1 Introducing the Strategies
The strategies discussed in these chapters are instantiations of the applica-
tion of change management principles encapsulated in Gleicher's formula
which is described in Chapter 7. Their function is to inform the definition,
content and structure of change programmes necessary to bring about the
required shift in ICT design practice. Although the strategies do, of course,
offer guidance, they differ fundamentally from countless 'design guide-
lines' published over the past decades in their underlying assumptions. The
distinction is important and warrants further explanation. Many guidelines,
developed with the best of intentions to improve ICT design from a hu-
man-centred perspective, have failed to have significant impact. This is de-
spite the fact that the advice is often sound and based upon valid research
data. The lack of impact is because ICT designers generally find their
customary ways of doing things satisfactory and comfortable from their
perspective. Change theories tell us that human beings are unlikely and
reluctant to change unless we see compelling reasons for doing so.
Guidelines by their nature are not appropriate or effective as persuasion
techniques. The content of most design guidelines comprises details of
steps to take - and sometimes on how to do this. The formulation of design
guidelines is often driven by the conviction of their developers that they
are needed to improve shortcomings in ICT design. This is not a percep-
tion generally shared by the intended users of the guidelines. Developers
of guidelines see their purpose to be the provision of evidence-based in-
structions and have achieved this very successfully in many cases. Their
guidelines have generally been offered up into a vacuum where there is no
'user pull' from the design community. This helps to explain the lack of
impact.
In the terms of Gleicher's formula (see Chapter 7), there are three cru-
cial components in achieving successful change:
dissatisfaction with the
status quo
,
sharing the vision
and
knowledge of the practical steps
necessary to progress towards the vision. In the context of ICT design,
guidelines are the knowledge component which indicate the practical
steps necessary for the change. The two other components are generally
missing from projects which generate design guidelines. Without aware-
ness and understanding of the limiting effects and costs of current design
methods, there is no reason for designers to be dissatisfied with how things
are and no motivation for them to change their methods and approach.
Equally, the vision of the attractive rewards and benefits which are likely
to follow for them as a result of the shift towards engaging with stake-
holders, especially with citizens, has not been effectively communicated to
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