Understand Technology, But Don’t Talk Like a Technologist

For those who have worked in a technology role, it is important not to talk like a geek! This is the number one reason why the BA role was invented. Most business people tune out a person who starts talking at a very technical level. You will never be successful as a BA if you can’t get yourself out of the technology enough to communicate with average business folks.

This is not a problem that is unique to IT or business. Have you ever had a doctor explain an illness to you and end up feeling like you have no idea what is really wrong? How about when your financial planner explains why he or she is rebalancing your portfolio based on the recommended market share penetration and capital ratios? Every profession has its lingo, which is very important and necessary inside the profession. Doctors can talk to each other very efficiently because they have a common vocabulary which is very precise. They don’t say that the patient has a pain; they describe the symptom using clinical language that pinpoints the source and cause of the problem.

Case in Point

Several years ago, I took a family member to the Mayo Clinic in Rochester, Minnesota because she had a cancer that was very difficult to diagnose and even more difficult to cure. There was a surgeon there who had specialized in this particular cancer, and we were told that if anyone could help, she could. Upon arriving, we were introduced to a doctor who sat with us and explained the entire process that we would go through. First there would be preliminary tests and then more specific procedures to assess the extent of the problem. Finally, we would meet with the surgeon and she would give us her opinion and recommendations. This first doctor we met would be our “guide” throughout the process. He explained to us that we may not clearly understand what the surgeon or other medical professionals would be telling us, but he would be available to “translate” the medical jargon into something understandable to us. He was our BA. I was immediately struck by the fact that this guide was a doctor. He was not an administrator or a social worker. He was a highly trained medical professional whose entire job was to communicate with patients.

I believe that recognition of the importance of this communication with the patient and his or her family is one of the reasons why the Mayo Clinic is one of the best medical facilities in the world. The Mayo Clinic recognizes that expert professionals (like our surgeon) do not have time to focus on clear communication skills and compassionate bedside manner. The surgeon spends her valuable time diagnosing and treating as many patients as she can. Her assistants handle the communications and patient questions. This is an efficient use of this highly skilled resource. In the course of our 2 weeks at the Mayo Clinic, we spoke with the surgeon for only about 15 minutes. She walked into the examining room where we were waiting and efficiently explained the extent of the problem, her recommended treatment, and the probability of success. Then she walked out. It felt like a whirlwind of foreign facts and opinions. Our guide was there before and after the surgeon and spent time explaining and answering questions, consoling, and helping with treatment scheduling. Without him, we would have been lost. He was our “translator.”

In most environments, technology professionals may be utilized in much the same way. Technical people should spend their time designing and architecting technology, not trying to explain its ramifications to lay people. Similarly, business stakeholders don’t have time to explain the complexities of their business to an IT person. Translating or bridging this gap is the work of business analysis. BAs should expect that IT people speak a different language than the business. When a business analysis professional is not available, the technical person is expected to make the translation and will utilize business analysis skills.