Community Engagement

Finding Joy Through Random Acts of Kindness

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My daughter is in the middle of a stressful semester in college. The last time I talked with her, she shared that to help herself feel better, she started looking for ways to share kindness with others.

Recently while on campus, she noticed that someone had left a water bottle behind at the end of class. She took that bottle and tried to track down the owner. While she wasn’t able to find them, she reflected on how good it made her feel to have tried to do something kind.

That reminded me of some advice my mentor gave me during my recent job transition. He told me to take time each day to thank someone for something they had done, with the goal of surprising that person for being recognized. The challenge was to surprise and delight.

When we combine attention with creativity as we look for ways to be kind, we can delight ourselves and others. As I prepared to write my blog post this week, I felt weighed down by obligation. When we approach kindness as an obligation rather than a fun game, we risk losing our joy in the journey.

February 17 is National Random Acts of Kindness Day and I invite you to join me in finding joy as you look for creative ways to be kind.

Desperately Seeking Friends and Endorphins

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My husband claims that I get endorphins from checking things off my to-do list. In the last couple of weeks, however, I have felt exhausted as I have been running at full speed trying to check things off my list. Even exercising, something that I normally love to do, was feeling like a burden or obligation rather than fun and energizing.

I was grateful for the recent winter storm because it forced me to stay home for a couple of days and gave me time to relax and reflect on why I was feeling so exhausted. When it came to my exercise fatigue, I realized that not having friends to workout with was at the core of my exhaustion.

I am an avid exerciser and have cemented friendships through physical activity. My best friend is someone I walked with almost every day for over a decade. I have made friends in new places by joining a local cycling club.

The pandemic, a recent move, and winter have all made finding friends to exercise with difficult. Knowing this is the root of my exhaustion has helped me feel better because I know this is solvable. I am now starting to think of opportunities to combine finding friends with my exercise. Can I invite an acquaintance to walk or cross-country ski with me? Can I find a new exercise class or gym that is more social than what I am doing now?

Thankfully, we have a trip planned to go skiing with my son and his wife. Again, combining exercise with spending time with people I love.

For me, understanding what motivates and energizes me is helpful so that I can take better care of myself.

What reenergizes you?

Our Most Important Gifts

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With the holiday season fully underway, many of us are busy looking for the perfect gifts for our family and friends. I have been reminded repeatedly that our most important gifts are the ones that don’t cost money. Our most important gifts are when we are in service to each other in small ways.

It is fully listening when another person is talking. It is seeing the person and affirming that they are valued and appreciated. It is a smile or greeting when we see another person. It is remembering to ask about someone’s family or pets. It is texting or calling a friend to just let them know you are thinking about them.

As my husband reminded me recently, instead of asking for blessings, we should be asking how we can be a blessing to others.

I wish you all a joyful holiday and hope you look for every opportunity to give the gift of service to others in small but meaningful ways.

Through the Kitchen

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Cindy Leavitt with Buckeye Nut at Ohio State Football game

I have seen Colin Powell speak a couple of times and admire him as a leader. One thing that he tries to do when he goes to any event is to enter or leave through the kitchen to see and talk with the people who are supporting the event.

Last week, I got a chance to “walk through the kitchen” when I attended my first Ohio State football game in Columbus.

I started very early in the morning at the police station attending a series of coordination meetings watching the many branches of law enforcement work together to make sure everyone was safe as they attended the game and activities surrounding it.

I got a tour from the Ohio State IT team of the technical infrastructure that allows the game to be recorded. The vast wifi and cellular complex which supports electronic ticketing and enables fans to send pictures and texts from the stadium during the game. I toured the TV trucks and talked with one video technician who showed me how he compiled the video vignettes that I expect when watching a game. They were also broadcasting the game in 4D, requiring tons of additional cameras to be installed and synched.

I visited the locker rooms and recruiting room and saw the tributes to the scholar-athletes and winning teams. I talked with security guards and ushers (a couple of them were in their 80s) about their dedication and joy in working at the games.

I attended the skull session, which is free to the public, where the band puts on a mini-concert and the coaches rally the crowd. I was on the field as the band performed the Ohio script and the star-spangled banner. I was christened as a Buckeye by the Big Nut super fan as he gave me a Buckeye necklace.

The small part of the game that I actually watched was from the press box where dozens of reporters from around the world reported on the game.

Attending the game “through the kitchen” opened my eyes and made me aware of the incredible amount of dedication, hard work, and skill by hundreds of people that were invisible to me before.

How can you pass “through the kitchen” at work, at home, and in your community?

Who and what are you not seeing?

Communicating when leaders make poor decisions

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As a cost cutting measure, I made the decision to eliminate Slack. It seemed like Microsoft Teams had the same functionality and I was hearing from several people that we had too many tools and needed to simplify. After making the decision, there was a groundswell of concern from the teams that were using Slack. 
After hearing the concern, I turned to my culture committee. This is a group of thought leaders from across the organization that I have been meeting with weekly. They have been helping to shape our culture and I know them very well and trust them explicitly. Every single one of the committee members expressed why they thought my decision was a poor one and how the tool was helping coordination and communication across teams. Based on that discussion, I reversed my decision.  
After talking about my decision and subsequent reversal at our all staff meeting, I got the following email from Michele Schinzel, which I am sharing with permission.
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Hi Cindy, 
First off, thanks for hosting the All Staff meetings, which allow us to talk together, and voice as much (or little) as we wish. 
Hearing that there were discussions to do away with Slack, I wanted to give another cheer of support for the product.  So, for what it’s worth, I thought I’d share my Slack story with you. 
I joined Slack on January 10, 2019.  Immediately, I received a silly animated gif from someone, welcoming me.  Rolling my eyes I thought, “Just what I don’t need.  A Facebook for work!”  Many months later….  I still felt that way.  I did not see the benefit, and it seemed like another thing to have to remember to keep up with. 
Time rolled on.  The channels became organized, and more people joined.  My team made a group to use for communication.  I checked in to see what was new on the “Random” channel.   Then I found myself wanting to see a new article, or a picture, or a quiz.  Gradually, other benefits became evident.  Such as….

    • Some teams built workflows into their channels.  These Slack workflows allow for quick requests of a team, with clear communication throughout.  The Portal team, for example, has a short form we can fill out when we need them to move code from DEV to the PRE portal.  I can see every request by anyone.  Fantastic!
    • Throughout the COVID experience, I’ve been reading the Helpdesk Slack channel.  They post questions and solutions quite regularly.  There are useful stats and notifications when calls are higher than usual on a certain service.  Impressive.   
    • Recently, when a certain database went down, several groups chimed in on the DBA Slack channel to confirm the finding.  It was addressed.  Now that we’ve had the correspondence, the history is all searchable.   A quick search showed a similar conversation just one week prior.  Hmmm.
    • I’m learning a little about teammates that I never had a reason to meet. 

MS Teams has its use.  I’m a member of 20 teams in Teams, and many of those Teams contain sub-channels.  When I want to work on a project, I look at Teams.  I don’t usually seek out updates, and I tend to only post information following a meeting.  The good part is, it’s all in one place, and we can tag one another with tasks. 
In the end, my view is that Slack stands out as a collaborative communication tool, and Teams is a project organizer.  Could our favorite Slacky features be fit into Teams?  Maybe. 
Slack seemed like a ‘Facebook for Work’, but silly gifs aside, it keeps us connected in a fun interactive way that we are naturally drawn to.  I WAS a doubter of Slack at first, but now I love it.   I wouldn’t have written this otherwise. 
Thanks.  
-Michele
Michele Schinzel | Assistant Director Systems | Banner Document Management | Temple University
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When I received Michele’s email, it confirmed to me that the reversal of the decision was the right thing to do. However, it made me pause to reflect on why I didn’t reach out for feedback before making the original decision. There were several reasons why I didn’t. 

    • The decision was made in a budgeting meeting with the upper management team under extreme pressure to cut our budget. 
    • I had gotten feedback at our all staff meeting that we had too many communication tools and should reduce the number. 
    • I had a bias against Slack because the couple of times I attempted to use it, I found little value and had stopped using it.

The bottom line is that as a leader, every decision you make is with partial information. Recognizing that and being open to adjusting decisions when you get more information helps you avoid analysis paralysis on one end of the spectrum and obstinate defense of decisions on the other end.
I am very grateful when individual team members openly share their experiences and concerns with me. Receiving this kind of feedback as a leader is like gold. 
A couple of questions to ponder this week:
Is there information that your leaders need from you that could help them make or alter their decisions? 
As a leader, how do you react when people give you this kind of feedback?

Yikes! When Rewards Undermine Your Intended Outcome

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Over the last several months, I have been working with a passionate group of team members to design a recognition program to reward  staff who exemplified the Wiser Way principles of curiosity, collaboration, positivity, execution and integrity. We wanted the program to enhance the positive and other-focused culture that we have been actively working on.
The team was incredibly creative. We named the program “Feather in your Cap” and designed feather bookmarks and pins that people would get when they received recognition from a number of peers for each principle. We had visions of electronic badges and gamification that would encourage people to participate in the program.
Our first hint that something was wrong was when we reached out to a small group of team members to help us collect feedback on the idea. We showed them the program and asked them to lead the discussion at their tables at the all staff meeting where we rolled out the program. The feedback was clear. The staff was  concerned about how the rewards would be distributed and whether people would feel demotivated by not being recognized. The biggest concern was fairness. People thought it was going to be a popularity contest. Some suggested committees to make sure the nominations were evaluated consistently. Many people said they just wanted monetary rewards.
The design team was discouraged. We made a few tweaks and thought hard about how we could address staff concerns and make the program be more positive. The leader of the group found a video about rewards that go bad. As we met to discuss the feedback, I had a moment of insight. We were rewarding the wrong behavior and instead of promoting, we were undermining the culture we had been so intentionally creating. The rewards were promoting self-focus and competition instead of the Wiser Way principles of curiosity, collaboration, positivity, execution and integrity.
So we did a pivot.
We shifted to entire focus to appreciating others.
We named the new program “Cheers for Peers” and removed all physical rewards. In the new program:

  • Everybody has the opportunity to give appreciation to everyone
  • Each person controls how engaged he/she want to be
  • Focus is on giving, not getting and on others, not self
  • There is opportunity to foster a positive environment

We created a channel on our portal to allow anyone to submit a cheer anytime they want for anything big or small. There is a public gratitude board that shows all of the cheers. There is also a tab that privately shows each individual how many times they have recognized others, the badge they have earned for cheering others, who they have recognized the most and who has recognized them the most. The most important rewards are the feelings you get from recognizing others and being recognized.
After we had developed the new program, we brought the same small group together to see their reaction. The response was incredibly positive with none of the concerns from the previous iteration of the program.  
The day after we showed the small group, we opened up the channel quietly on our portal and immediately they started sending cheers across the organization. We will be rolling out the program across the organization this week and it feels so much better than the original program we designed.
I have learned how easy it is to get the incentives and rewards wrong. And how important it is to test ideas before putting them into practice.
Have you ever had a similar experience when the incentives you implemented undermine the intended outcome? How did you know and how did you adjust?

Creating Momentum for Organizational Transformation

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The IT world has been shifting drastically. Everyone knows about cloud computing, but most people do not understand that the way software needs to be developed to be truly cloud-based, is substantially different than how software has been built for decades. Quick development cycles and continuous updates to software are now required. To make this shift, some organizations are transferring the LEAN operational principles that propelled Toyota to produce high quality and reliable cars to software delivery. In software development, the LEAN principles are referred to as Agile Development or DevOps.
LEAN principles can be effectively applied to almost any process to make it better. The main idea is that for work to happen in the fastest possible way, it needs to flow through the system continuously without stopping and not come back into the flow of work because of poor quality.  To integrate these principles requires a transformation in how an organization acquires and builds software and the infrastructure to support it.
The challenge is how to create enough energy and momentum within your organization for this transformation.
To introduce Agile and DevOps practices within ITS at Temple, we have done several things to increase the awareness, understanding, and support for this transformation.
We looked for experts. My leadership team went to visit Pivotal, a company that trains organizations on how to make this shift. After that visit, we sent several team members from different parts of the organization to the SpringOne conference, where Fortune 25 companies who have adopted the Pivotal methodology and tools converged. The team came back energized and awed by what they saw and excited about what we could do. The conference also helped them understand that this shift is not about technology, but about people.
We spread the word. After these evangelists started talking to their teams about what a difference DevOps could make at Temple, we sent 27 attendees to a local one-day DevOps conference. The participants came back with a better understanding of the principles of DevOps. They were also encouraged that other organizations were struggling with how to apply these changes as well, understanding that we weren’t as far behind as we feared.
We started experimenting with the principles. My leadership team made a Kanban board of our work across the organization to try to get an understanding of our work in progress. The visual display of our work traffic jam was powerful. Although I have been studying these principles for years, this exercise drove home to me that I had not done my job of focusing our teams on the most impactful work for our organization.
We invited everyone to participate. We announced a retreat to develop the strategic vision for how ITS could adopt Agile/DevOps principles. Everyone was invited. The only requirement to attend was to read “The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win.” Several people commented that although it was fiction, it accurately described how we feel overwhelmed as we juggle the unending stream of requests and the unplanned work that happens when things break.
Over eighty people came to the retreat and it was an energizing and productive day. We created a shared vision for Agile and DevOps at Temple, learned about the principles together and brainstormed ideas about how to move the culture and operational change along. This is the shared vision for Temple ITS that the attendees created at our retreat.

Culture
We are educators, who support an inclusive environment that is respectful, people-focused, and fun!
We encourage learning and recognize people’s positive intent. With trust, we grow from our mistakes by continually supporting a quality improvement mindset (LEAN principles).
Innovation
We strive to be innovative in technology, cost efficiency and creativity. We advance our mission by creating opportunities to explore improvements and expand our personal development. We lead by supporting a rapid development environment.
Optimization
We optimize our time by identifying and automating repeatable processes to efficiently utilize our technical resources. We seek to minimize redundancies, rework, and defects to strengthen our resolve to follow LEAN principles. We use agile processes and choice architecture to present different alternatives in process and user experience to our customers.
Collaboration and Communication
We operate everyday with clear communication, collaboration and information sharing. We build and foster all of our relationships by inviting internal/external stakeholders to be a member of our team and encouraging feedback with authenticity in our discussions.

We have already instituted changes with daily leadership stand-ups, created Wonderful Wednesdays to encourage innovation and experimentation and started to visually track our work. As we head into a new year, we have so much energy about the possibilities, and the really wonderful thing is that the transformation is being championed by the group and not just me.
I can’t wait to see what the new year brings!

Changing Lives through Tech Training

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Jamal receives his diploma upon graduating from the Temple Tech for Philly program.
Photography By: Marissa Weekes Mason


Earlier this month, I attended a graduation of 14 adults who completed the first step in the Project Home/Temple Tech for Philly joint program designed to give people, in the neighborhoods that surround Temple, marketable technical skills so they can change their lives for the better.
Project HOME is a Philadelphia non-profit organization empowering individuals to break the cycle of poverty and homelessness through affordable housing, employment, health care, and education. Temple University started as a night school in the Baptist Temple as a way to improve the economic situations of the laborers in the surrounding Philadelphia neighborhood. That story is core to the purpose of Temple; to find and polish the “acres of diamonds” that are in our backyard. I came to Temple because that purpose resonates strongly with me.
The idea for the program sprouted over a year ago when we met with the Project HOME IT team to discuss whether there was any need for some of the refurbished computers from Temple for Project HOME residents. As we talked about their needs, it became clear that we couldn’t put computers into the neighborhood unless there were trained technicians who could service them. It also became clear that teaching marketable job skills would have a much larger impact than distributing computers.
Erich Smith from Project HOME and Jonathan Latko from Temple took the idea and ran with it. They designed the Tech for Philly program to give participants concrete technical skills and experience. The first step is 10 weeks of intensive study learning how to configure, support, and repair Windows computers. The second step is passing the CompTIA A+ certification exam. For participants who successfully complete the first two steps, the final step in the program is an internship at Temple to get hands-on experience and training. Project HOME provides the connection into the community, facilities, and funds to pay the participants for their time. Temple provides the equipment, instructors, and internship opportunities.

The first graduating class from the Temple Tech for Philly program. Photography By: Cindy Leavitt


A lot of thought and effort went into recruiting and selecting participants who had the aptitude and desire to learn. The program requires incredible commitment from the participants.
I volunteered to co-teach two classes on networking. My co-instructor and I struggled about how to cover all the concepts that the participants were expected to know in the few hours in class. Other instructors said that they had the same struggle. This meant that much of the learning was left to the participants outside of the class time. In addition to lots of reading, the participants got to practice what they learned on computers they built for themselves using refurbished parts from the Temple computer recycling program.
The sense of accomplishment and joy was inspiring to watch as the participants received their diplomas. They had worked so hard and were proud of themselves. An especially touching moment was when the graduates presented a computer they had built to the lab manager as a thank you for the many hours he spent helping them learn.
Without exception, everyone from Temple and Project HOME who had attended the first meeting came up to me at the graduation to marvel at the outcome of that initial outreach. And the instructors talked about how much they enjoyed seeing the intense desire to learn from the participants and how meaningful it was for them to be part of their journey.
When we are involved in transformational learning, whether as a student, teacher, or organizer, it changes our lives for the better. It gives me great satisfaction to be a small part of this program.
How can you be part of transformational learning in the coming year?