Denver Business Journal Technology Section

Be techno-logical about buying decisions in 2008

January 18, 2008 - by Gene Smith (general manager) of Mission Critical Systems

How many times have you joyfully and impulsively purchased new technology, only to wind up frustrated because you can't figure it out, it doesn't work right, or both?

Frequently, we buy because of a glowing endorsement from a trusted source or the desire to have a shiny new toy. Then, after spending a bunch of money, we get cranky about spending even a nominal amount to get it working smoothly.

That's illogical. And the pressure to buy now, think later is increasing with the launch of new applications, software and hardware promising instant gratification.

This coming year, give yourself -- and your company -- the gift of being techno-logical. In part, that means spending the time to assess what will best do the job before making the purchase. And, it means spending the money to get both the technology and the people using it up to speed.

This doesn't necessarily mean hiring expensive consultants or conducting exhaustive training. It does mean knowing what you're getting into before you get into it.

Case in point: Microsoft's Vista operating system. By now, you've probably seen the Apple commercials that talk about how people are uninstalling Vista and re-installing XP or another Windows operating system.

This is happening primarily because people are buying the shiny new toy without knowing its requirements and limitations -- which include incompatibility with many older programs. Upfront research and/or consultation would have identified the obstacles and either provided a workaround, or a recommendation to go a different direction.

Time, money and frustration all would have been saved.

Following are guidelines to help you decide on the best technology:

• Security -- What holes does it close or open? Even early adopters should pay attention to the adage, "If it ain't broke, don't fix it." If security and functionality both are adequate, you may want to stay put for now.
  
  For example, Vista advocates tout its security. Others suggest waiting for release of the first service pack to fix glitches, some of which undoubtedly will be security-related.
• Functionality -- Does it work today? If you have a traditional phone system that provides clear and consistent connections, get educated before leaping to Voice-over-Internet Protocol (VoIP) or another Internet-based service, even if the savings seem attractive upfront.
  
  Lower-end services can suffer from intermittent call disruptions. Higher-end services with dedicated VoIP phones can require a substantial upfront investment.
  
  Decide if the added functionality and monthly cost-savings amortize beneficially when considering initial capital expenditures and deployment-related costs, such as training.
• Compatibility -- with programming, applications, employees and other technology. Inventory every substantial element of your technology arsenal (including the people operating it). Then, methodically assess how the prospective technology will affect these areas.
  
  For example, if implementing a bells-and-whistles-laden accounting system requires a steep learning curve, employees may become frustrated and demoralized. Resulting productivity losses (e.g., timely bill-paying) may alienate suppliers and customers. Research and reflect carefully when looking at these types of weighty decisions.
• Redundancy -- Determine if backup procedures and processes can prevent, or at least minimize, productivity disruption and related issues. If, for example, you want to upgrade to that new accounting system, make sure the old one (or a suitable substitute) remains functional during the transition.
  
  It may be relatively costly to have parallel systems in place, but the cost of a disrupted accounting process ultimately may be far greater.
  
  And, be sure to have a monitoring system in place that can identify potential problems before they become major disruptions.
• Scalability -- With today's rapidly evolving technology, planning five years ahead may be counterproductive. Think about technology of five years ago (and the cost) versus what today's technology can do (at what cost). Shorter-term planning of one to three years may make more sense.
  
  At the same time, don't be shortsighted. Find the sweet spot by researching, asking lots of questions and being an informed consumer before making the purchase. (Look closely at trends in your industry, and what your competition is doing.)
• Trainability -- What will it take to get people to learn and use the technology most efficiently and effectively? This question becomes more complex as new, more easily learned products and self-directed training proliferate.
  
  Be willing to offer training modality choices so people can select what works best for them. Some learn best by experimenting on their own, while others need more structured and formal training.
  
  As much as possible, make learning new technology enjoyable and engaging. This helps minimize frustration, resentment and the sense of being overwhelmed that too often accompanies implementation.

By thinking ahead, you can avoid getting behind. Resolve to make 2008 the year that you think about it, then do it -- instead of the other way around.

Gene Smith is general manager of Mission Critical Systems, a Denver-based IT management firm. Reach him at gene.smith@mcstech.net or 303-383-1627.