If you've ever tried to gather information from a fellow department to help you do your job, but keep hitting roadblocks or you find out the information from another source, you've been 'siloed'. That gatekeeping of information can prevent you from doing your job efficiently and causes lower customer satisfaction, due to delays.
In this article:
It's Alex's first day on the job, and they're excited to be part of the team. They realize they have to work with another department, so they stop over to introduce themselves and ask how to receive some information. You'll have to submit a request and it'll be reviewed. No guarantee. Hm...
Not a great start. Even though their job duties require them to work with the department. Now there's uncertainty. What if they deny a request?
What is 'siloing'?
To 'silo', in the historical sense, is to protect something like grain from spoiling, in masonry or metal structures near a vibrant red barn on a lush farm. Pretty picturesque, right? Well, in the business world, no. It's when a department within an organization 'gatekeeps' information, guarding it, with a sense of urgency, as if they work for the CIA. Honestly, the CIA may be less siloed than most organizations, but... I wouldn't know. I'm not a spy. Every organization has varying levels of access, due to regulations and compliance, but many times it's arbitrary and made up rules that never get questioned.
Why it's significant
To put it simply, it hinders the operational sustainability of the institution. From the bottom to the top, the institution and clients will suffer, as a result. It increases delays, increases the chance of errors, and places a lot of power in the hands of few. In many cases, it's also not their job to 'gatekeep', unless it's related to compliance.
Next week, the department director meets with Alex. There's a major project that needs to be completed in two weeks. After the meeting he submits the request for information calls up the department to let them know. They say they'll review it soon. Days pass and still no response...
It's demoralizing. What do you do when you have a deadline and you need the information?
Why it happens
Department's 'silo' themselves for a variety of reasons, however, in my observation, these are the most common and they're always rooted in control:
Competition
Misunderstandings of levels of access
Job protection
Distrust
Let's break them down:
Competition
This can be on a leadership or associate level. Information is withheld or delayed to prevent the other from potentially 'looking good' with the administration or leadership.
Misunderstandings of levels of access
Sometimes it's a misunderstanding of compliance, gray areas, and lack of updates relayed to the 'gatekeepers'. Some information does need to guarded, due to regulations or required paperwork for access, such as a statement of confidentiality.
Job protection
If the other had access to our information, we wouldn't have a job, type of mentality. So they retain the information, so everyone has to come to them. It substantiates their job.
Distrust
A general distrust for the other. It can come about from 'story-building'. For example, a narrative is created about the other, which is based on experiences both current and past, and can predate the individual's time at the institution.
Alex is frustrated and relays his concern with a coworker. They find out the coworker has had these issues for years and it's been frustrating. They wonder what did they walk into, when they accepted the job.
Layers, upon layers, like an onion and it doesn't smell good.
How to dismantle it
Alex meets with his director and outlines the issue. The director tells them to let them know sooner and that it'll be handled it. The director doesn't seem pleased.
The stress is increasing and now Alex is 'story-building' thinking about what they could have done differently and now they've made a bad impression on their new boss. Sigh...
Analyze, then dialogue, dialogue, more dialogue. If you're in a leadership position, you have a responsibility to ensure your team are able to be effective in their jobs. Meet with the head of the other department and find common ground (i.e. to serve the customers, students, or cause). Outline how it is decreasing the effectiveness, delays, etc. of your team. What solutions are attainable? In some cases if may be necessary to report the issue to HR or the administration, depending on the circumstances. Each case is unique and the utmost discretion is advised.
Remember, it's a team effort, that requires everyone working together for the common mission. Anything can change with persistence, time, and a healthy dose of asking why.
Time to bring down the 'silos'.
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