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Author: David Haynes

There is a gentle balance between total transparency and 'black box mentality."

TRANSPARENCY - Everything you know is known to the customer. This is sometimes called a "data dump." By being transparent with our customers, we enable trust, foster communication, and build customer loyalty. All good things.

BLACK BOX MENTALITY - Information is "delegated to and controlled by someone else, and left unobserved until the final deliverable." This is described in more detail here.

Transparency is generally considered good, while black box is considered bad. My take is a bit different. When hiring a professional, we need to let them do their work. When I go to the doctor, I don't ask to be there when the blood analysis is done by the blood technician, because I might want to do it myself later.

SETTING EXPECTATIONS
As a customer, it is important to communicate what the expectations are, as a service provider we must also set expectations. Service providers, read my post, When Am I done? Why is The Customer Unhappy? about the process of setting expectations. Setting expectations involves early communication, thoughtful negotiation, and mutual benefit to both sides of the negotiation.

What is the best balance?

This post was originally published on David’s blog Connecting the [Data]…


       David Haynes
David Haynes, NCARB, PMP, LEED AP
Ideate Director of Consulting

David is a Registered Architect, Project Management Certified Professional, who previously had his own architectural practice and was President of a commercial design–build construction company for 15 years. A graduate of University of Arizona, he has worked as an Architect, contractor, developer and as a national construction manager for a national retailer. David currently provides business process analysis, data integration, and change management solutions for AEC clients across the United States involved in the design and construction industry. Follow David on Twitter.