Every Information System professional knows that customer support at any hour comes with the territory and is prepared. This is usually in addition to the work that is assigned for the professional. Recollect that the typical IS professional's daily work is quite aligned to the System development life cycle activities.
The professional requires more than just technology skills here. One needs to listen as well as understand the needs of the customer. The IS professional must be clear not to give away false reports and hopes that lead to misunderstandings. They are entitled to discuss yet not promise features that cannot be delivered by the organization.
The job itself is seen as part of the growth and is sought after by the professional that he / she is viewed as a consultant to the core.
Points to ponder:
The question for debate is how is time allocated for the professional?
Is any specific training provided at any level for the professional in this area?
How are boundaries laid out in these scenarios?
Reference:
Multitasking Can Make You Lose ... Um ... Focus
Published: October 24, 2008
(New York Times)
http://www.nytimes.com/2008/10/25/business/yourmoney/25shortcuts.html
