This Best Practice relates to our ITXM Framework™, available FREE to read or download
The more you recognize experience-centric behaviours, the more likely they are to be repeated.
IT workers are people (except for bots) and people feel good when they are publicly recognized for having done a great job. By recognizing work well done on a regular basis, you increase the likelihood that other members of IT team naturally start thinking about how they can be more experience-driven in their daily work.
Recognizing good experience-centric work helps embed experience management across the IT organization. You will get more motivated IT workers with a greater sense of purpose, that seek to do an even better job in their next interaction with end-users.
Tuna Oczer / Ahlstrom-Munksjö
Pasi Nikkanen / HappySignals
2nd February 2023
It is a small but impactful practice that over time contributes to a human-centric IT culture. Publicly showing feedback where end-users thank members of IT by name is motivating and a good counterbalance to looking at escalations and managing negative feedback.
This process has been made easy in HappySignals by collecting all the positive mentions into one place and enabling the sharing of them with a wider audience. This helps create a motivating and positive atmosphere for IT workers.
Usually, IT is very focused on problems and who did something wrong. That is of course important to keep improving, but what really creates motivation and purpose is when you share all the positive feedback each team member is receiving. It’s very rewarding to get your name mentioned by a colleague when you have helped them out or allowed them to save time on their daily work.
The best practice of recognizing well-done work is supported by effective strategies for behavioral changes. It moves some of the focus from avoiding SLA breaches to trying to instead provide a good experience for end-users.
HappySignals automatically find people's names from positive comments. This saves time and makes recognizing team members a joy.