Peeves, Pitfalls and Pickles: Part 3
© Douglas E. Welch 1997
Difficult people appear in every company, regardless of the specific
industry. Some industries seem to breed more than others but anyone
contemplating a computer career should be prepared to deal with
a variety of people, some of which might not be the most pleasant.
Most users are nice people who are honestly having trouble with
their computers. You can help them quickly and move onto the next.
Not everything is sugar and spice though, especially the type
of user I call the "Do It Dictator."
The "Do It" Dictator
As the name suggest this type of computer user, generally a computerphobe
at heart, calls again and again, with close to the same question.
Then, when the support person calls or arrives at the office,
the user doesn't want to learn how to do the task. They want the
support person to do it for them.
Often this is done in the guise of critical deadline work but
after several calls it becomes clear that the user has larger
problems. Once tactic is to refer the user to training that might
be available at your company. Another is to instruct the user
to write down the simple solutions in a computer notebook which
is then kept next to their computer.
In extreme cases, you might have to have your supervisor talk
with the users' supervisor. The Do It Dictator takes time away
from all the other users in the company. They shouldn't be allowed
to push their work off on someone else, especially not you.
The MacWeek/PC Week User
The name for this type of user derives from the names of 2 prominent
computer trade weeklies. They are employees in departments other
than Information Services or Computer Support who are also computer
hobbyists. They are aware of every new technology and seem to
want to purchase it as soon as it appears in the weekly magazines.
Unfortunately, they often have no understanding of the limitations
of cutting edge technology or how the technology fits into the
companies' existing computer plans and policies. They will often
go around approved channels in order to get the technology and
then call the support department when they have problems.
These users can be the bane of support groups since they require
some computer staffer to familiarize themselves with the new technology
in order to assist them. Oftentimes, the technology might not
even function as claimed. It is then possible that the computer
department will be blamed for the failure, even though they did
not introduce the technology in the first place.
These problem users can be combated somewhat by remaining aware
of new technologies and the problems associated with them. Computer
departments also need to try and serve these users better so that
they aren't constantly looking elsewhere for solutions. There
is obviously a problem that isn't being solved and the computer
department can save hassles down the road by providing solutions
today.
Next week, a discussion of personality-based problems and how
to avoid, if not combat them.
Douglas E. Welch is a freelance writer and computer consultant
in Van Nuys, California. Readers can discuss career issues with
other readers by joining the Career Opportunities Discussion on
Douglas' web page at: http://home.earthlink.net/~dewelch/
He can reached via email at dewelch@earthlink.net |