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The world as we know it has changed. Technology has ushered in a new era of products and services that have altered, not only the way you communicate with your friends and family, but also how you communicate with your clients. Most attorneys can turn on a computer, send an email, and create complex legal documents, but when it comes to configuring computer software and writing code for a website, most law firms will need the help of a professional.
If you’re not a technically inclined person, then keeping up with the changes in technology can be daunting. While most lawyers are analytical in nature, they are rarely technological experts because keeping up with technology is truly a full time job. At some point or another you will either find yourself managing a technical staff member, or you may need to hire an hourly technical person to help set up your computers, build efficient websites, figure out how to send electronic newsletters to clients and more.
Sometimes, technical people and non-technical people have trouble communicating. Instructions get misinterpreted, or changes are made to the original plan without discussion. Assigning work to a technical person can be awkward for both parties. The non-technical person is giving instructions and communicating expectations about an area where they are simply not well equipped. The technical expert has to take direction from and sometimes be managed by, a person who just doesn’t get the new advances in technology.
Realize that technical people and non-technical people tackle problems differently. Technical people tend to thrive when they are solving technical problems. They view technical problems the way that many people view jigsaw puzzles or crossword puzzles, to them problems are interesting and fun. Many non-technical people try to avoid technical problems. Having your computer crash for no reason or getting a virus can keep you from meeting client commitments and can be simply annoying.
So, if you are talking to a technical person and they don’t respond as if the sky is falling when your law firm is having a technical emergency, it is because for them, the interesting part has just begun. They are usually intrigued at the idea of spending the next several hours, days, or even weeks solving your problem for you.
Use clear details when communicating with technical people. When communicating with technical people whether they are in your firm or outside of it, be as specific as you can be. Leave no details for individual interpretation. Be clear about whether or not you are asking for advice or specific answers. Avoid phrases like, “I can’t get on the Internet,” or “My computer is acting funny.” Instead say, “When I try to open my website by going to the start menu and clicking Internet Explorer, nothing comes up. Instead I get an error message that appears on the desktop that says, ‘Error code 515: Action not allowed.’”
Write it down. One of the best ways to make sure that critical details aren’t missed is to write things down. This is especially effective for projects that will take more than a few minutes to complete.
Before speaking with your technical person, let them know what you need, why you need it, and when you would like to see the task completed. For instance if you are having someone set up a unique landing page on your website, be sure to explain to them how this landing page is going to be used and how you expect it impact your business. Your technical expert may have some additional ideas about how the page should be set up and possible other uses.
Essentially, don’t let yourself fall into the trap of thinking that you know the best solution for technical problems if technology is not your expertise. Open yourself up for advice and direction.
When speaking with the technical person about the project, make notes about the conversation. Jot down how the two of you have agreed to get to the final goal. Before the project starts, take your original notes on what you want, why and when you need it, add to this the details of what you and the technical person agreed upon. Make a copy for yourself and one for the technical expert. In this way, you are leaving nothing to chance.
Make sure that you’re talking about the same thing. Sometimes it feels like technical people have their own dialect. They often use terms and phrases that seem very out of touch with the way that non-technical people communicate. If you are going to have an ongoing relationship with a technical person or a team of technical people, then you need to make sure that you are all speaking the same language. Some large firms may even consider having their technical specialists develop an in-house dictionary of common terms so that everyone is clear on the meaning of technical jargon.
When talking with technical people, if you change the subject, or if you move on to the next step or the next client, say so. When they are speaking with you, repeat back to them what you think you’ve heard just to be sure that you are on the same page.
Don’t be ashamed to admit your confusion. Even if you really think you will look like an idiot, just be honest when you are confused and be clear about what is confusing you. Say, “What exactly do you mean when you say X,” as opposed to just saying, “I’m lost”. Even though technology is not your expertise, it is important that you have at least a basic understanding of what your technical experts are doing. Most likely, the technical person will be relieved by your desire to understand and will work with you until you do.
Remember that working for someone who doesn’t understand what you do is awkward. Managing someone when you don’t understand what they do can be even more difficult. Either way, you still have to make it work between you and your technical experts. Follow the steps provided here to make sure that your communication and your projects stay on course.