Who Plays the 'Blame the Tech' Game?

An anonymous reader asks: "I work for a marketing services company, and it is my department's role to develop and maintain reporting systems for all the data we collect. When a department manager sees a dip (or rise) in one of there KPI's the first thing they do is ask me to 'check out the reporting', because '[they] think there is a problem'? It's this just the culture of my company or have other readers experienced a 'blame the technology first, ask questions later mentality'?"

Comments

That's not so bad

[Ynsats]

Trying being an Oracle DBA maintaining databases of testing results and data for engineers that were plagued with Ingres for decades. Every time they screw up a query and get zero results, the call comes in to check something relating to Ingres that Oracle doesn't have or need. Either that or the servers get bogged down because the network group refuses to admit that there might be a problem with the network and that I need to "check my settings". Nevermind that all interfaces are either set to auto-negotiate or forced to maximum performance.

Anyway, I digress.

I have experienced it before and it comes and goes as the people in charge move up the ladder and others take thier places. Often times it can be incredibly difficult to get past it. However, that is one of the challenges of being in IT. Convincing people that the technology isn't the problem is difficult. I think the difficulty lies in the fact that as an IT professional, if you are doing your job correctly, your work should be invisible to the users. They should think that you do nothing all day. If that is the case then you have already done your job effectivly unless they are complaining about something. Then, of course, you have to fix it.

However, users are funny creatures. They will not notice the systems and immerse themselves completely in the computing environment...until something goes wrong. Then it's like The Matrix is skipping a beat and Agent Smith jumps in and gives them the stink eye. Then the phones start ringing and you, you slackass, you ain't doin' nuthin'! Since they never realize the good because it works the way they have come accustomed to it working, problems that boot them out of the environmental warm-fuzzy are glaring. It's not only a work stopage but it's like waking someone up by dumping a bucket of water on thier face. It's jarring to them and leaves as much of an emotional/mental impact as a work stopage leaves a physical impact.

The reaction then becomes more of a fight or flight type deal. A work stopage or less then rosy data results can be devasating to anyone. When these people you are dealing with see thier numbers come up less desireable that expected, the first thing they tend to do is panic. The blame starts flying every which way to get them back to thier non-panic striken happy place.

You will never solve the "blame techonology" problem because it isn't really rooted in a lack of education. It's human nature to find a scapegoat to accept blame to avoid the pain, physical or emotional, of dropping the ball and getting called on it. About the only thing you can do is do you job as best as you can. If they call asking about the reporting program, be professional and calm and work through thier problem with them. Afterall, you know things are OK on your side and things aren't ok on thier side. They don't know that though. They are just trying to follow every path as quickly as possible to find out what is wrong so that they can get a handle on it and maybe put a stop to the downward slide, quickly.

Above all, don't take it personal, you likely do not report to them. If they become unmanagable, refer them to your management and have your manager act as the intermediary. If you are the management then it is your responsibility to find an amiacable solution.

Re:They're asking you to do the job, grow up

[Xibby]

If the problem isn't the reporting algorithims, it's in the data - maybe you need to check validation on the front end.

Garbage in, garbage out. Even validation won't solve your garbage in problems. For some reason our line operaters got it in their head that all they had to type was 123456 in a field when prompted. 123456 is a valid value and within the realm of possibilities, so it validates fine and the system accepts it. Then a manager actually wanted a report involving that field. The report was useless. And so began back and forth. This report can't be right. It's right, everything checks out and that is the data that's in the database.

Eventually we walked said manager out to the line and had an operator demonstrate data entry procedures. "On this field we just enter 1234546." Manager flips out. Operator calmly pulls out his manual, flips to the document describing the procedure. Sure enough 123456 is part of the procedure. Document created by: Manager who is flipping out.

Nothing like someone shooting themselves in the foot to make a report writer's day.