Personal: So what's wrong with Technicians

I would like to rant, complain and moan about what I am going to post.  Instead, I am going to take the focus on the initial issues.
What's wrong with Technicians


The Problem with Technicians
The mistake made by the blog over is the praise lasted for two lines yet the complaining - over fickle issues is quite interesting.  In the first paragraph apparently we "dictate" what and how technology is used in a School.  In all my years I have never been able to dictate what people had, used or how the classroom's IT was setup.  The biggest issue we have is the fact no one is willing to make decisions because it falls on their heads of responsibility.  Ever tried to get a Teacher to decide where the tables go?  To have the next Teacher in that room decide they do not like it?  Ever had that Teacher decide to move it all without talking to the Site Staff nor IT?


There is a general feeling within IT Staff that Teachers generally come up with an idea of what they want to use and go for it.  Regardless of the impact of Students, other Staff or costs.  The result tends to be days, weeks or even months wasted of poorly planned and badly executed projects.  Where does the School budgets come from?  That's right Tax Payers.


I've mentioned this in a few other posts that we do not hold all the keys.  We are not the ones who make all the decisions, we simply provide the information to management.  Now I can't speak for others but in my own experience, I openly discuss IT with those above.  If this means it makes me look bad through a mistake, I will openly admit it.  Will other people do the same? No.


The question in this article is "Are we the ones best to describe how to use Technology for Teaching and Learning".  This is actually a brilliant question because it raises many factors.  Do Teachers know enough about that technology? No.  Should IT Support know?  No.


What this means is, both sides should be working together and both sides are completely at fault here but the question is - which side starts the Project should be the one making the effort to discuss it.


Google Apps for Education
This is what the topic is really about, the Teacher want's to use this.  Why not? It's free.  The biggest issue here is switching systems creates a head ache, regardless it will be a head ache.  Not just for IT but changing things for other Teachers.  I think about the whole big picture not just one single classroom.  Ever tried changing from Office 2010 to Office 2013? Teachers panic if it looks different.


In this entire part it really does sound like neither Teacher nor IT person has made the effort to sit down, talk and research.  The sad issue is, the Teacher/writer of the article has responded on EduGeek constantly with "That's IT Staff problem" and likewise for his "Defender" on EduGeek.  It's quite sad when people are so quick to say "That's an issue YOU need to fix".  It goes back to what I said before, we do not hold all the keys, not everything is in our power and even system changes takes time and must be tested/planned effectively.  If it doesn't work, are we going to blame IT Support or will the Teacher take responsibility.  In my experience Teachers have not been great at admitting their own mistakes and several times in my own Career I've had "That is not the issue here" thrown in my own face in regards to Teachers mistakes nor following procedures.


"Schools have a moral duty to make informed choices about what technology they use"
I completely agree on this but Teachers don't necessarily care about the below, instead some do only care about their own ambitions or how they look in the eyes of management so what are the factors:

• Budgets - Cost effectiveness
• Impact on Teaching Learning for Students
• Impact on Teaching Learning for Teachers
• Reliability
• Broadband/Network/Server capacity and reliability
• Planning
• Downtime/What IFs
• Worth it

These are factors that even Teachers do not realise:
One very important factor that no one mentions is, The Teacher Unions - What have they got to do with it?  They are screaming at politicians to let Teachers Teach.  We all hear it, when they strike, protest changes - Let Them Teach.  So why are some Teachers wanting to change things which doesn't actually offer anything different?  Why are Teachers spending hours, days or even weeks on new systems that don't actually offer anything better.  After all they want to Teach?


"I talked about the massive money savings that can be made using amazing free tools. Savings that could be in the tens of thousands of pounds"
Just because it's free doesn't mean it will work.  In my time we have reviewed Free Office Solutions to save us £4,000 a year - that's not tens of thousands - that's £4,000 a Year which also provides us with Office 365 for Students and our Staff to use on many devices.  Those free office solutions, tested by actual ICT Teaching Staff were inadequate, didn't offer everything and caused many issues.  We also have to take in the fact that we use SIMs.Net which is heavily reliant on Office.  Our finance Team use Outlook for the Payroll system and doesn't get supported for anything else (likewise for SIMs.net last I checked).  There is also a few dept pieces that again rely on Microsoft Office, not forgetting that everyone knows how to use this software.

When we update our system from Office 2010, to 2013 - Staff were almost panicking when it looked different.  In IT we have to take in the fact not everyone can handle change.  Our system is also setup through Group Policy (active directory) for Office and doesn't require any additional work.


So as you see, simply changing things is not a one simple step.  We have Staff that spend hours and hours every day using a piece of software that they know how to use.  So Staff Training would have to be taken in to the plan.  Would it save tens and thousands? No.  Like it or not, Microsoft Office is still not just that "Industry Standard" term I hate to use but it is the Number 1 Product to use in Business Enterprises, Schools, Home products, Universities and the list can go on.  It's about Productivity and as the old saying goes "If it's not broke, don't fix it".


"Technicians and network managers are (mostly) going to be trained in one particular area of network and device management  – more often than not, Microsoft."
This is one of the biggest misconceptions in regards to IT Staff.  I my self have an Apple iPhone, PC at home and an Android Tablet.  I can support generally anything from a MacBook, to Windows PCs and Android Devices - including Kodi boxes.  One system I do not know enough to maintain is Linux.  So to put it correctly, there isn't many device type of systems that are used in Professional Environments that I don't know how manage.  Why Microsoft?  Like it or not Business and Schools for the last 30 Years of IT have generally been Microsoft.  Why?  It's professionally built, not insane to maintain and generally training has been available for just as long.  Support, Updates and contractors have always been available.  This isn't just down to IT Technicians in Education this is down to Business Portfolios and the way the world "Has Been".  There is a reason why companies are not quick to change, quick to spend a lot of money on the latest "Fads" or the latest "Gizmos" because it has to be tested thoroughly.  What happens when a company spends a lot of money on IT just to realise that the old system was better?  New doesn't necessarily mean better.  After all even Microsoft have released Operating Systems that were avoided - Windows 98/ME and Vista.  Imagine if every one had gone to those OS's when they were released?  The money lost for companies would have been extreme.  The loss of Teaching and Learning time would have cost some Schools Ofsted Reports, Grades and Results which like it or not is just as important for Schools as profit is for businesses.


"When a Headteacher goes to technicians and starts sounding out ideas to these types, ruffling the feathers of the status quo can be a big deal to the network manager. Not only on the front of whether their skills are up to the job of managing this shift; but then there could be worries of job security, whether it will work, questions being asked that are beyond their skill base."
Now again we find our self with a comment no different to the Teacher Union Worries - Selfish worry about their own jobs.  I've made this very clear, I am here to Support any IT the School chooses.  My advice is to always sit down and discuss with us, we are like it or not the forgone foremost IT expertise on site.  Just as much as Teachers know how to Teach, Admin Staff know how to do Admin and Finance Staff know how to do Finance.  Work with us to work with you, if you don't work with us you are guilty of not doing the job properly.  You may not like this comment but it is fact.  I have only been worried about my own job once in my 15 Years of working full time in IT.  When was that?  When redundancies were being hit - hitting Support Staff.  I've been a part of PCs, Macs, iPads, Laptops, ChromeBooks, Netbooks, Android Tablets and iPods.  Then there is "up to the job" utter ridiculous, I don't deal with CCTV before my current job but now I know how to manage the system.  I had never dealt with iPads, Android Tablets, Windows 10/8, Server 2012, SQL and I'm sure I am missing some.  Now though, I can deal with all the above.  Have I had training? No.  How much time did I have to learn that technology? not enough.  Why?  Because the Teacher decided we needed it ASAP and didn't do their job in planning/looking ahead.  That is a major pro/con of Education.  A Teacher will look at something, see a small benefit and assume it's the greatest thing since sliced bread.  The possibility they are correct in my experience has been 1 in 5.  I wont mention the costs involved in the 4/5.  And remember that the majority of that 1/5 was minimal impact on improving Teaching and Learning which is what Teachers sole focus is.


When you have in the back of your mind a prediction of what happens, you warn people to "keep an eye" or to "better plan" unfortunately that falls on death ears.


So who picks up the mess when it all goes pear shaped?
Who gets the blame for it all when it doesn't work?
Who then spends tens of thousands (yes tens of thousands) repairing and improving or reverting to the old?
IT Support Staff.  That's right, us IT Fix it people.  The ones who don't hold all the keys, everyone ignores and can treat like mugs.


Where are those who came up with the idea?  They are vanishing and are no longer responsible.  They no longer want to be apart of it, too busy Teaching, different job titles, promotions, left the School etc.  So what happens to all that IT?  Gets damaged, lost, forgotten and the School spent a lot of money for nothing new.  It kind of reminds me of Internet Access devices, why go iPads when you can get far cheaper Android devices.  Yet some one will "Prefer iPads" because everyone has one (even though it's no longer true).


The surveys I see and do would indicate that although iPads used to have the major portion this has fast shifted a lot with Android devices because you can get cheap ones for £100-£200.  And if you are doing just internet, basic work - what's the point of an iPad unless you plan to manage them/use iTunes.




"Many schools buy in to managed services for their technology through a company such as RM. In this instance you are able to tap in to their services which are broad and can help informed choices be made about your technology for learning choices but this isn’t the case for every school. In many schools, the technicians will veto this in what often appears an effort to maintain the status quo and keep them in a job. This is wrong in my humble opinion."


Unfortunately what is not being mentioned is the fact that RM, you are not able to go to different suppliers, you are not able to do things "different" and if you don't like their system you have no choice but to either leave it or lump it.  This is why RM is fast losing customers in regards to anything above Primary Schools.  What's interesting is this blogger is complaining about the lack of flexibility with IT Support yet RM will be even less flexible.  Surely if the School has an inflexible IT Support Team they should consider restructuring?  I do apologise but I find this paragraph full of hypocrisy.   I'm fully aware of Schools who were forced down the BSF route, those Schools were left to fend for them selves a few years later and as a result those same redundant jobs have returned and employment positions I am seeing is on the increase with IT Support in Schools.  RM is not much different, in fact there has been notions that RM may struggle within 5-10 Years due to MATs employing their own Staff. 


So it makes me think - perhaps Schools should outsource their Teaching Staff to Agencies?  Would this Blogger accept that?  After all Agencies would employ the best Teaching Staff across the Country which would improve Teaching and Learning in Schools?  What happened when the Government not long said Schools can employ Unqualified Teachers to save money instead of Fully Qualified Teachers - Teaching Unions Kicked off.  There is no different to having an RM system with a fewTechnicians on site.  Although the majority of RM Schools still employ 1 Network Manager, his job effectively becomes easier so why would we fear our jobs?  same pay?  easier day to day work?  Although everyone will again blame IT Support for not having all the keys making all the decisions.  Mainly due to that power instead of Teachers and IT will instead be Teachers, IT and mainly RM.  So at the end of the day instead of a not so flexible Network Manager saying no instead you have that Network Manager saying no because of the not so flexible RM.


"It should always be about the learning and technology"
Actually it should always be about Teaching and Learning.  Technology is there to make a job easier, simpler and faster.  We have SIMs.net to make our data management better and registers (although there are now legal touches over this whole thing).  This allows the School to chase up attendance issues throughout the day instead of waiting for the "paper" to be sent to attendance.  This data is collated within minutes of every lesson.  So what else do we have to make it easier for Teachers/Staff while still worrying about cost cutting?

• Projectors, allows a Teacher to work at home and broadcast that work to Students.  Cutting down the time required for them to "copy" it instead of the Teacher writing it down. 
• Emailing the work which would save costs of printing and allows Students to access that any where.
• Printing with MFDs allows Students to logon quickly, print 10 pages quickly on any printer throughout the School, assists in cost cutting/reports.
• Biometrics and Cashless Catering - Allows a finger print to be used for the Printers and Restaurant.  Parents have the ability to use Parent Pay to top up, they can see what their children are eating, they can pay via cash in the restaurant and Pay top ups in some stores.  Cuts down cash in hand issues, speeds up time to serve etc.
• Logon Systems, allows Students to access any software throughout our School on the PCs.  Also allows their work accessible from home, including email and a homework system - all online.
• Websites allows the School to broadcast news to Parents, visitors and Ofsted requirements.  Cheaply and effectively without the need for constant newsletters.
• Smart Boards for those that use them, allows the Teacher to be standing up at the front of the classroom.  Interacting with Students at the front of the class instead of the corner which also provides the Student focus on that front.  Although I am not a fan of them, I can some what understand the concept.
• SSO - Single Sign On, this means one Username and Password.  Students having to remember a dozen passwords and usernames is a little bit of a joke.

IT should make peoples lives easier, that's why it must work.  A Student should be able to sit down, logon and access everything within moments.  Every ten minutes wasted a lesson, adds up to more 50/60 a day which adds up to a lot over a 12 month span.  What do Students get if they wasted that amount of time throughout the week? detentions? disciplinary? what about Parents if they take their Students on holiday for 1 day?




"To wrap up, I have to say that I have been very fortunate to work with some amazing technicians over the years. There are many, many out there who think outside the box and do everything they can to help students, pupils and teachers – for this, I applaud you, thank you."
So after berating Technicians during the entire time this person now applauds them.  Yet according to the examples provided, the blogger has not had a positive time.  What niggles me is, this entire blog if it had been done by the technician of the School and management had seen it - perhaps got advertised on Facebook.  Would we see a disciplinary for it?  But because a Teacher/Ex has done it, it becomes a different story? 


On a personal note, this person has previous experience of being a certain type of Teacher - Head of Music.  Who perhaps are used to doing things their own way regardless.  Music is actually one of few departments where the curriculum shall we say is flexible.  Meaning how the work is presented isn't the key but instead proving the Student has learnt the subject.  I remember doing Music a long time ago, it wasn't one of those subjects that required a ton of evidence and most of the lessons were simply "not doing much".  Having witnessed these lessons over the years, I don't think much has changed although the interest in the subject has heightened a bit.


I personally wouldn't mind doing what's wrong with Teachers in todays world but unfortunately if my true identity came out I would most likely face disciplinary.  I would be openly criticising the most important Staff in a School (which is true) - Teachers.  And yes I know people who have suffered the above for being rather open and that's even without naming as well.  We have to remember IT Support have to protect users from them selves, if Students can cause many issues what does that say about society of adults who have had much more training/education but still able to cause problems.




Now the major thing that needs to change is everyone needs to work together.  That's Teachers and Technical Staff.  If IT Staff are not doing their jobs correctly personally I wouldn't have them in my Team.  Likewise if I was a Head of a Teaching Department.  Sometimes things are not in the power of Teachers likewise for those Techies.  Think it's time for Techies to pick up when they need to do their job but also Teachers to accept responsibility for their own lack of planning and thinking outside the box.


Poor Technicians? Not working hard enough?


As I mentioned before, if I had any lazy techs in my Team I wouldn't want them.  I need everyone to pull their weight, work hard and be willing to go the extra mile.  I've worked with some fine people over the Years who are under paid, under valued and effectively get treated poorly yet they have asked for so little except perhaps a "Thank You".  Then again, I've met those who are opinionated, unable to change, wont look at anything different, do their hours and really don't care about the School.  Guess where most of them are now? Not working in IT.  For my Team, it is down to me and my Line Manager to kick things in to gear.  If we are not doing our job that falls on management e.g. The Head/Deputies.  After all the ones who actually do hold all the keys and control the School is those high up and the Governors.  If anyone is not pulling their shifts you have to start at the top.  I'm very lucky in my current job, I am very happy and have a team I can be proud of.  We work all day and every day, I use my break times (which vary) to do things like this blog.  I do over time, check my emails often and even on days off I in the loop of everything going on.  How many times have I remote in to perform work on my time off or evenings?  A lot of this goes under the radar but that's how I prefer it.  I love my job and enjoy working with people but to openly see some one tear in to my fellow professionals - it's no different to how Politicians treat Teachers and we all know what the Teachers/Unions do when that happens.  Perhaps it's because IT Staff generally don't always have some one defending them.  Then again, I do appreciate the things I have in life perhaps... others don't.


Planning Ahead
Something that doesn't get mentioned in the article that exists in Schools.  The 3-5 Year Budget Plan.  Even if it's a path that is free, it is down to all involved to put together a proposal to plan ahead.  I have been majorly reviewing a few of our current systems that changing would be some insane amount of work.  My self and the Line Manager have spent months looking at these systems.  Not only do we need to get like for like but something better/cost effective moving forward.  If we switched tomorrow, this would cause not just a head ache for us but for the important young people in the School - Students.  We need to make sure the system is safe, secure and provides them with the functions/service they must have.
So what are our considerations?

• Training Staff/Students.
• Plenty of Warning to inform users of change.
• Estimated time to complete and downtime requirements.
• Half Term work?
• Time to go live?
• Heavy Testing including users?
• Costs?
• Negative impact of change (what's different - what do you lose)
• Positive impact of change (what's different - what do you gain)
• Documentation and/or Support available.
• Possible unknowns, failures - Emergency plans?

As you can see it's not simple and we have to think about everyone, Teachers, Support Staff and Students.




A Head Teacher said to me once "Why has the next 12 months of the curriculum not been planned" - this was in regards to requesting a major piece of software from a Head of Dept.  Instead of planning for the software, it was "We need it now because we have only discovered the old one can't do it".  The Staff member in question had not planned the entire curriculum correctly.  It's always important to plan ahead, sit down and think things through.  Talk to other Schools, ask the questions, view forums, Google articles but take everything as a pinch of salt.  Switching systems over to anything large does not necessarily mean it will work.  Sadly my fellow professionals will sometimes say anything to flick off some ones ideas.  This frustrates me but unless we are given the time to do our job surely no one can complain?  Still we should be honest and openly say why/how/when etc.


A few useful links regarding this discussion:
http://www.jonwitts.co.uk/archives/760


http://www.edugeek.net/forums/behind-red-door/163296-problem-technicians.html

Don't agree? Suffer the same? don't be afraid to comment!