It’s more important than ever for IT and business teams to be on the same page. Yet, many organizations struggle with a communication gap between these two groups. Why is this such a common issue? And how can dashboards be the bridge to solve it? Let’s break it down.
The Communication Gap Between IT and Business
1. Misaligned Objectives – One of the biggest reasons IT and business teams struggle to communicate is that they often have very different goals. IT tends to focus on metrics like system uptime, network performance, and cybersecurity. Meanwhile, the business side is more interested in things like revenue growth, customer satisfaction, and market share. With both teams speaking different “languages,” it’s no surprise that they often end up talking past each other, leading to misaligned priorities.
2. Too Much Jargon – Let’s be honest: IT can be a jargon-heavy world. Terms like “network latency” or “data redundancy” are second nature to IT professionals but can sound like gibberish to someone on the business side. Business leaders need information that directly ties into business outcomes—not a lesson in technical terminology. When served this jargon ridden reporting, it reinforce the business perception of IT as a back office function disconnected from a leadership role in the organization.
3. Too Long; Didn’t Read (TLDR) – I recently reviewed a client dashboard where the CIO had 10 minutes to report in the monthly management review meeting IT. It was ten, very detailed, slides. Realistically, there wasn’t sufficient time in 10 minutes to cover even 2-3 slides, and the key business concern – are we on progress to deliver to the business strategy was never addressed succinctly. That answer had to be read from multiple different slides.
4. Why Should I Care – IT reports are often dense with technical data but lack business context. A report on server downtime, for instance, may not explain how that downtime is affecting customer experience or revenue. Without that essential context, it’s hard for business leaders to grasp the true impact of what’s going on in IT, which leads to less informed decision-making. I recently saw a client report which reported on “94% deflection” – a business user would not understand what that meant or even care!
The Role of Effective Dashboards
So, what’s the fix? One key solution lies in effective dashboards that can translate complex IT data into business-relevant insights. When done right, dashboards can serve as a powerful tool to bridge the communication gap.
How Dashboards Help
Bridging the Gap: Dashboards translate technical metrics into business insights. Instead of presenting a laundry list of technical KPIs, dashboards present data in a way that aligns with business goals—making it easier for business leaders to understand how IT performance affects them.
Key Features of an Effective Dashboard
- Clarity and Simplicity: A dashboard should be clean and easy to understand. Focus on the most critical metrics and strip away unnecessary data clutter. Less is more when it comes to business-facing dashboards.
In my previous example with the 10-slide presentation, I asked the team a straightforward question about the four strategic initiatives: are they on schedule or behind? The response was that three were on track, and one was delayed. However, I only found this out by asking directly—there was no clear indicator, like a simple green, amber, or red flag, to make this status immediately visible. This was the base-level information that the business wanted to know at a glance.
- Contextual Information: Data is useful, but not sufficient. People need to understand why the data matters. How does what is being reported impact them?
- Visual Appeal: “People eat with their eyes, not just their mouths,” means it’s got to look good too. Charts, graphs, and colors can make complex data easier. A well-designed dashboard helps non-technical users understand key information.
- Know Your Audience: A dashboard should be tailored to the specific needs of its audience. Different stakeholders—executives, department heads, or IT managers—need differing levels of detail and focus. For example, a high-level executive might want a quick overview of strategic KPIs, while a department manager may need more granular data on operational performance. Understanding who will be using the dashboard helps ensure it presents the right information in the right format.
Often, I see IT departments presenting what THEY feel is important at the expense of what their audience actually cares about.
- Understand What Outcome You Are Trying to Get: A dashboard is not just a tool for presenting data—it’s a form of marketing from which IT hopes to achieve a beneficial outcome. Whether the goal is to gain executive buy-in, influence decisions, or highlight the value IT brings to the business, the dashboard should be designed with this in mind. It’s about showcasing IT’s impact in a way that drives action, whether that means securing more resources, aligning priorities, or improving collaboration. By understanding what outcome you’re trying to achieve, you can ensure the dashboard tells the right story and promotes the desired business result.
Any opportunity to communicate with the business is an opportunity to reinforce that IT is a strategic business partner and not simply bits and bytes.
Types of Dashboards
1. Strategic Dashboards: Designed for executives, these dashboards present high-level metrics that are directly tied to business objectives priorities, and strategies, but don’t forget to call out successes.
2. Tactical Dashboards: These are meant for middle managers who are overseeing specific projects or departments. They offer a more detailed look at operations but still focus on IT performance or OKRs.
3. Operational Dashboards: Used by IT teams, operational dashboards monitor day-to-day technical metrics like system health and security. While these dashboards are more technical, they can be connected to business goals when integrated into the larger dashboard framework.
Conclusion
IT and business alignment is critical for an organization’s success, yet it’s an area where many organizations fail. By addressing the root causes of the communication gap—complexity, jargon, lack of context, TLDR, etc.—and implementing dashboards that speak directly to business needs, organizations can turn IT from being perceived as wire-pullers or propeller heads into a partner.
In short, if IT is going to speak to the business effectively, the conversation needs to change—and dashboards are a powerful way to make that happen.
Related Resources:
Communicating Digital Strategy, from the Front Line to the Board
