Risk-Based Education and IT July 10, 2008

(Source)
I’m continuing to work in IT while I patiently wait to head off to begin my doctoral studies on the West coast. I’ve worked in IT for a reasonable amount of time - almost seven years now in roles from lab assistant, lab technician, doing network admin, faculty support, etc - and as I read more and more academic literature on surveillance studies, privacy theory, and communication theory, I see a recurrent thread: we live in a risk-filled environment, and we need to secure ourselves from that risk. This is often done through predictive measures that are institutionalized to afford long-term predictive abilities, safeguarding not just ourselves, but others, from proposed dangers. I’m not going to engage with whether we live in this society or whether we should, but instead relate that thread to IT in education.
What IT Tends to Be: Risky Problems
I should start with this: (a) what I write doesn’t necessarily reflect the attitudes of my employer; (b) I really do like my job, and have for a long time. I’ve had the opportunity to write policy that I think really matters, work with a handful of others to keep the likes of Google as far from campus as I could, and generally enjoyed the various facets of my employment. This having been said, those aforementioned projects were all ’special’; most of my job end up being proactive risk management and troubleshooting.
Risk Management in IT
What happens when email goes down? What happens where a projector or teaching software doesn’t work? What is the experience that I, as an IT person, experience from users the most often?
Believe me, when things that are important to people, things they require to do their job/studies aren’t working, they aren’t calling me with a cheerful tone in their voices (in most cases - a few people excluded). That doesn’t mean that they are angry, but it does mean that they are at the very least anxious, more often already frustrated, and I become the punching bag. Part of IT, you see, is disembodied voice that people can complain to. The other part of IT is that it’s both a surprise and joy to have someone thank you for fixing a problem. Given this environment (relative thanklessness in stressful environments) many people in IT are slow to jump onto new technologies for their organization. The IT persons themselves may be incredibly enthused about a new technology (wikis, blog, user-generated videos, shared collaboration tools, etc), but this doesn’t necessarily mean that they want to support that new thing, given the headaches that will almost certainly follow.
Software/hardware/training is often withheld, not because it won’t work, not because the IT person isn’t mindful of its possible benefits, but because they don’t understand all facets of the technology. While it’s one thing to advocate ‘encourage your students to help you learn it, call on them to assist you!’, that isn’t the experience of many IT departments - users want things to work, and it can be very hard to actually identify the ‘non-IT’ software experts (i.e. students and staff) because they never enter into the IT hierarchy. IT doesn’t know who to turn to for help, is usually distanced from the teaching staff and students, and is thus left alone as the ‘experts’ to get things working promptly if they break down. Remember: if they can’t get things working quickly their jobs are often on the line, and stress levels (especially when something critical breaks in the classroom) rapidly rise. These factors mean that ‘risk management’ strategies and assessments are central in decisions to roll-out (and consequently support) new technologies. What is often associated with such strategies and assessments are the economic requirements to get a new piece of technology up and running - you may have set up a class-based server on the PC in your office, but most IT groups are going to want both sufficient training to support the software AND the reliable enterprise-grade hardware to host the software in question.
Troubleshooting
This is similar to the last section, but important. When was the last time that you took your computer to a repair shop/had someone look at your computer, and were frustrated by how long/how awkward the whole process was? Couldn’t they have done something faster? Couldn’t it have been cheaper? Couldn’t their solution have been more elegant? While you might have been grateful/pleased when the computer device was returned in working order, wasn’t that really just an indication that the tech was ‘doing their job right?’
This is the typical experience of troubleshooting a problem - oftentimes one-on-one stress as the tech tries to determine what is wrong with the particular device. Sure, most good techs will have a process to diagnose and resolve most common problems, but as soon as we run out of our ‘usual tricks’ it can take a long time to resolve the problem, with no guarantees that it is possible to fix. This is obviously an issue when talking about a home computer, but the pressure that one in front of a classroom of students and their educator, where they are all relying on you and failure means jeopardizing the semester’s curriculum, is considerably higher.
This is, again, stressful. Techs respond to problems, or troubles, more often than they develop proactive risk management solutions that are intended to prevent troubles from arising. When a new device is being introduced, one that educators will prominently use, then the tech needs to know how to resolve common problems, but those problems are often only found after (literally) months of testing.
How This Impacts Education
IT staff is notorious for being slower to respond to problems than would be ideal. This is unfortunate. Obviously educators encounter similarly stressful situations, and resources should be provided to assuage those stresses. This having been said, it seems that educators often lose track of the fact that IT staffs are expected to be constantly learning, constantly acting as quasi-punching bags, constantly finding that their professional lives revolve around risks and troubles. This ‘warzone’ mentality means that IT staff often come off as either obtuse, uncaring, or unsympathetic. I would suggest that they aren’t, but that time has worn on them considerably. Whereas most IT begin their professional lives excited to be helping others, and continue to enjoy that facet of their work, they become more guarded and less optimistic after their first or second major disaster. (To the comment “then just quit and find another job!”, that’s an impractical solution, especially if you have dependents - you need to work, need to be paid, in order to survive. That’s just basic risk management *grin*)
It also impacts IT’s willingness to implement new technologies. Sure, some new product MIGHT be helpful to the educating process (and few techs will openly say that it wouldn’t), but there is a long process involved before they can authorize implementing it - risk management strategies have to be implemented and troubleshooting techniques developed. By the time that those processes are completed, it’s often the case (especially in a world where technology moves as quickly as it does) that the technology is question is seen as ‘obsolete’ or ‘not needed’ anymore. There are few things quite as frustrating as working overtime to get something working as quickly as possible, only to find out when the project is up and running that it’s not needed any longer.
The Meaning of This Post
The title of this blog is ‘Talking Creatively About Education 2.0′ - creativity means sometimes uncovering unpleasant realities and then determining ways of approaching/understanding them in a fashion that generates something new (and hopefully positive). I don’t know how many educators have sat down with their system administrators, and had those admins explain what life is for an admin. I hope that, if you haven’t, that this gives you a bit of insight into why IT is sometimes slow - it’s not because they/we don’t care (they/we usually do), but because risk-based experiences have taught-through-practice the value of conservatism when deploying new technologies.
This post isn’t meant to explain away problems that you may be experiencing, just to elucidate why the challenges that teachers often face actually arise - not from uncaring IT staff, but from IT staff that are often perpetually ‘under fire’.
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