When I was starting out in my career I wasn't comfortable with acronyms so they didn't pervade my language like they do now. Now I have to be very careful when communicating with non-techs so that they don't feel intimidated.
It can come around and bite you if can solve tech problems but can't explain it in a way that the co-worker or clients can understand without feeling that you are talking down to them or make them feel stupid. Read the post:
http://blogs.techrepublic.com.com/techofalltrades/?p=139
Am I just stating the obvious or have you witnessed this in your work environment? Are there techs on your team that are clueless when they are using too many acronyms with others?
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Great post Tim,
It hit home big time for me. I'm one of "those tech types" you mentioned. I used to feel (still kind of do) more comfortable alone in a football field sized data center than in most meetings. It has taken me a long time to change, could have been all those "let's give the nerd a swirly" in high school. I now see the value of re-integrating with the human race and even enjoy it. I am just sorry it took so long.
It hit home big time for me. I'm one of "those tech types" you mentioned. I used to feel (still kind of do) more comfortable alone in a football field sized data center than in most meetings. It has taken me a long time to change, could have been all those "let's give the nerd a swirly" in high school. I now see the value of re-integrating with the human race and even enjoy it. I am just sorry it took so long.
Some people are pretty good in explaining technology either in training or writing. I guess that is a big skill in itself.
I haven't always been a tech. I was in the customer service/retail industry since I was 16. I think this helps when it comes to talking with end users because I understand about the customer mentality. You have to assume they know nothing about what your talking about, unless they explain otherwise, yet get them to understand.
I like to use analogies and metaphors when I'm trying to explain what something in a PC does or why something works a certain way. I tend to first tell them the technical term for something and then explain it in terms they can understand in the hopes that the next time they see "USB 2.0" or "802.11n" on a package somewhere that they remember "Oh yeah! That tech told me what that means!"
I like to use analogies and metaphors when I'm trying to explain what something in a PC does or why something works a certain way. I tend to first tell them the technical term for something and then explain it in terms they can understand in the hopes that the next time they see "USB 2.0" or "802.11n" on a package somewhere that they remember "Oh yeah! That tech told me what that means!"
I have always been a tech. When I first started my career I was keen to use all the jargon, maybe it was arrogance or naivety, or maybe a little bit of both. My first role was programmer, but also included training and support. The support was for staff using the applications we'd written, more often than not the support was for someone who hadn't had any training and had never used a computer before (I am talking early 90's now).
We had no remote support, so the fixes had to be done by talking the user through copying and editing files, very difficult in DOS, especially when you have to explain what a space key looks like. And yes, I have been in the "press any key" situation.
I very quickly learnt to "dumb-down" my talk (I hate that phrase but it's the only one that fits) to make myself understood. And now, when I have to explain anything I try to imagine how I'd explain it to my mother. My mother is what I'd call a fairly competent user, she knows stuff, but doesn't realise she does.
So if I aim at that level, it's not patronising to a very competent user, nor is there too much jargon for a novice. But everything has to be flexible, it depends on the target audience.
We had no remote support, so the fixes had to be done by talking the user through copying and editing files, very difficult in DOS, especially when you have to explain what a space key looks like. And yes, I have been in the "press any key" situation.
I very quickly learnt to "dumb-down" my talk (I hate that phrase but it's the only one that fits) to make myself understood. And now, when I have to explain anything I try to imagine how I'd explain it to my mother. My mother is what I'd call a fairly competent user, she knows stuff, but doesn't realise she does.
So if I aim at that level, it's not patronising to a very competent user, nor is there too much jargon for a novice. But everything has to be flexible, it depends on the target audience.
Industries and most times it's not considered a problem.
Like when was the last time that a Doctor was told to Dumb It Down? Professionals who are good explain things in a way that their Customers can understand and that is the same with anything but it's not something that was ever taught to them when there where studying. Maybe the University of Life is far more important than many give it credit for.
As for explaining to Customers why something works I don't have much trouble with the more common things and I do try to involve their profession in an attempt to explain why it happens the way that it does. But of course there is always the questions like Why Does it have to work that way which are much harder to explain. I'm not sure if I can even do this or if I give too much of a technical answer and the customer gets sick & tired and resigns in Disgust but as they keep coming back I must be doing something right.
But one of the best ones was attempting to describe some application in a Graphics program to a Color Blind Person. Of course if I had of known that they where Color Blind it would have happened a different way but if they don't tell you I'm not sure how you can help them.
Col
Like when was the last time that a Doctor was told to Dumb It Down? Professionals who are good explain things in a way that their Customers can understand and that is the same with anything but it's not something that was ever taught to them when there where studying. Maybe the University of Life is far more important than many give it credit for.
As for explaining to Customers why something works I don't have much trouble with the more common things and I do try to involve their profession in an attempt to explain why it happens the way that it does. But of course there is always the questions like Why Does it have to work that way which are much harder to explain. I'm not sure if I can even do this or if I give too much of a technical answer and the customer gets sick & tired and resigns in Disgust but as they keep coming back I must be doing something right.
But one of the best ones was attempting to describe some application in a Graphics program to a Color Blind Person. Of course if I had of known that they where Color Blind it would have happened a different way but if they don't tell you I'm not sure how you can help them.
Col
I started out my IT career teaching in a Cisco academy at the high school level. My
students were socio-economically challenged and few had computers at home.
None knew what a router or a switch was. I quickly learned how to use real life
analogies when describing the intangible concepts of bandwidth, packets, frames,
binary numbers, etc... to those kids. Out of the 50 kids that I taught, 3 got CCNAs
right after graduation and one I worked with as a peer when I quit teaching and
moved into the the real world. I would hear my former student using my analogies
to provide end user support. That is when I knew that I was "multi-lingual."
students were socio-economically challenged and few had computers at home.
None knew what a router or a switch was. I quickly learned how to use real life
analogies when describing the intangible concepts of bandwidth, packets, frames,
binary numbers, etc... to those kids. Out of the 50 kids that I taught, 3 got CCNAs
right after graduation and one I worked with as a peer when I quit teaching and
moved into the the real world. I would hear my former student using my analogies
to provide end user support. That is when I knew that I was "multi-lingual."
Recognition generously acknowledged. You're making a difference in the world, at least to some of those 50 students you taught. Well done. Are your real-world analogies posted or available in electronic format somewhere?
If you must must use acronyms, you need to be sure that they'll be understood in the usage you intend to convey. They, as in most, have at two or more separate, and distinctively different meanings. (and, it can be dangerous as well to assume otherwise.) Good Post. -d
o the Americans this means Weapons of Mass Destruction but to the British this means Weapons of Medieval Destruction.
The Same Annum but totally different meanings depending on the Countries History.
Col
The Same Annum but totally different meanings depending on the Countries History.
Col
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