One recurring theme I have noticed with users of systems I’ve worked on, is that they aren’t nearly as stupid as I think. They often try to make sense of the system thrust in-front of them. This is mostly out of necessity since it stands between them and them doing their job, and so they need to make sense of it. Having written some truly awful systems myself I wish all of them the very best of luck.
Another, seemingly unrelated observation, is that business people are truly astounded, and often suspicious, of how long it takes to provide a solution to a particular problem. Writing software is simply hard so that partly explains it. Sometimes however some of the solutions that are asked for can come quickly. This might happen if the system was expressly designed to handle new cases of the particular solution being requested or if producing the solution requires little more than a configuration or script change. Or it might just be dumb luck that the release cycle has worked in their favour.
This disconnect between implementation times, with no apparent reason to the business user can cause problems. Sometimes it feeds the suspicion that they are being ‘had’ in some elaborate con:
“If change ‘x’ takes a week then surely change ‘y’ should take half as long. How could it not? It only takes half as many words to say out loud. Those guys in IT need firing.”
When that business person is a manager it can lead to awkward situations for developers:
“Change ‘x’ took a week, change ‘y’ will take half as long. How can it not? It’s the only thing that stands between us and product success. If it doesn’t I’ll fire those IT guys”.
The simple truth is that unless a business person has also the developer’s view of the system they will not be able to make sound judgements about it. Hell, I have a developers view and not even my judgements are particularly sound.
However humans are pretty adaptable creatures, and rather than telling them the answer we should explain the answer in a way that they can understand. If they want to listen then educating them has a few potential benefits. For one thing it might make you look like you care about your users, rather than being that IT jerk who steals everyone’s food from the refrigerator. However, if you get your point across without sounding (to them) like a lunatic then you might improve their mental model of how the system actually works.
There is a breed of programmer out their in the world today that has either evolved or engineered themselves into a situation where they are the only one who ‘knows’. Yes, you know who you are. Sometimes they do this as a survival instinct to make themselves indispensable, sometimes because they’re not great communicators or educators. These are the people that need to be fired because their value is way-less than they think it is. They actually harm the productivity of the company by being obstructive or uncommunicative, plus they’re a real pain-in-the-ass to work with.
Yes you will need to keep a watchful eye on your newly educated fledglings. Especially the managers, but there’s nothing knew about that.