End Users: Should We Put Them In Padded Cells?

If you're an I&O professional, what comes to mind when you say "end user"? If you're like most of us, your mind has a conjured-up impression of a cosmically clueless person who actually gave you a hard time once, and the picture is now your mind's own avatar for everyone you support. It's not usually a positive image, is it? I used to picture a middle-aged, BMW-driving executive with his hair parted on one side wearing an LL Bean sweater, probably an Ivy-league grad, who couldn't be bothered to actually take responsibility for his own personal computing destiny…he always had servants to take care of trivialities…and hence he was ruining my day with his incompetence. Let's call him Ascot Rothschild III.

An image like that is a powerful thing, and the painful memory of this individual's willful, arrogant ignorance then pervades our future thinking about what we're up against when we set IT policy like BYOC. Ascot becomes the poster child - in our minds anyway - for every garden-variety corporate doofus that we'll have to deal with if we give people any more rope than we already do. They also give us plenty of reasons to take more rope away. In my case, I used to sit on a helpdesk for Remedy customers, and my team had a collection of "special" customers we wondered how they managed to get dressed and find their car keys in the morning. As I later designed Remedy and Peregrine applications, I did so with these "edge cases" in mind.

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Windows 8: Think You Can Skip It? Think Again.

My colleague Benjamin Gray and I have been looking closely at Windows 8 for the past several months to make sure we have a clear understanding of what it means for I&O organizations, leaders, and professionals. We have been briefed in depth by Microsoft executives, program managers, and engineers. We have downloaded, installed, and used the Windows 8 Consumer Preview, and we have had hundreds of conversations with I&O professionals in the past year on Windows 7 (and now Windows 8) adoption — from those looking for guidance, as well as those with strong opinions already formed. As you might expect, we have formed some opinions of our own.

For those who haven't talked with Ben Gray, he is a fantastic authority on Windows adoption trends with complete mastery of the data. He has closely watched Windows Vista, Windows 7, and now Windows 8 go through the cycles of preparation, migration, adoption, and operation. Ben was the first at Forrester to point out that Windows 8 is an "off-cycle release," coming too soon on the heels of Windows 7 for companies to be ready to adopt it. He and I authored a document on Windows adoption trends for 2012, which will be published shortly and provides additional data and context. Ben has also dissected the Forrsights Workforce Employee survey data in dozens of ways, and he delivers a fantastic presentation for Forrester customers on what he's learned.

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