This Best Practice relates to our ITXM Framework™, available FREE to read or download
The more you recognize experience-centric behaviours, the more likely will be repeated.
IT workers are people (except for bots) who feel good when publicly recognized for having done a great job. By recognizing work well done regularly, you increase the likelihood that other IT team members 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's 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 an excellent 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 broader 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 important to keep improving, but what creates motivation and purpose is when you share all the positive feedback each team member receives. It’s gratifying to get your name mentioned by a colleague when you have helped them out or allowed them to save time on their daily work.
Effective strategies for behavioral changes support the best practice of recognizing well-done work. It moves some of the focus from avoiding SLA breaches to providing a good experience for end-users.
Review the free text feedback that mentions IT team members by name and highlight those in your Weekly Operational Meeting with the whole IT team.
HappySignals automatically finds people's names from positive comments. This saves time and makes recognizing team members a joy.