Here's the thing about technology of any kind: It's great, when itactually works. And by that I mean, when it works for everyoneinvolved.

How many times have you been informed at your place of work thatyou're switching over to a different e-mail system or website fortimekeeping, or that you'll be using a brand-new tool or web-based"solution" in your daily tasks? Next, consider: How many times hasthat "solution" actually turned out to be far more of a headachethan a godsend?

Throughout my career I've adapted to new processes, new ways ofdoing the job of a journalist. To put it kindly, not all of thetechnological "improvements" that have come down the line have increased productivity.Many of them, especially the tools I'm forced to use these days, doquite the opposite.

Productivity & happy employees

Here's a truism of which agency principals must be aware: It maylook good on paper, but the cheaper the technology solution, themore it will end up costing you in the long run when it comes tolost productivity and frustrated employees.

It's important to remember that all of your agency employees arestakeholders in your business. Yes, it's important to make sureyou're selecting the right type of technology solution, be it a newagency portal, new claims software, a new system for inputting dataon new clients, and the like, and make sure those fit your budget.But it's critical to bear in mind that your staff are going to bethe ones using those tools in their day to day.

If those new tools aren't intuitive, if theyaren't user-friendly and offer an interface that actuallyaccelerates your in-house processes, that new tech solution thatyou just paid for is going to become a detriment if it slows thingsdown for the people using it. And your business will suffer.

Does that mean your people have to be consulted in everydecision you make with regard to selecting new business tools? No.That decision — and it had best be an informed one — is theresponsibility of the agency principal. However, it's critical tobear in mind precisely what you wish to achieve by employing newprocesses — and then finding the right tool for the job.

The right tool for the job

Now more than ever, large companies are turning to vendors thatoffer "cost-effective" solutions that come with anattractive price tag. Promises are made, of course, to providesupport in the event of any issues. It's not always mentioned thatthat support is often handled by third-party staff in countrieswhere English is not their first language. And when your work issuffering and you're desperate for help to make things right whenthings go pear-shaped, the last thing you'll need is acommunications barrier exacerbating the technical issues athand.

In this month's cover feature we offer five strategies for making technology work for your agency.While there is no "silver bullet" or one-size-fits-all magic keythat will work for everyone, Rosalie Donlon and NU's new SeniorEditor Elana Jefferson give you more than a few options toconsider in improving your own processes.

Regardless of the strategy you pursue, however, remember this:If you're going to spend good money on some new tools, make surethey work — for all the players in your bullpen.