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Help, Employees do not know what email is...

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by aaronpctech 2 views

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Hello Everyone,

I am here to get the expert opinions from the pros again.

I am currently at a site where my primary role is to get the end users up t speed in technology. I'm finding that my main speed bump is that fact that 90% of the users either dont know what email is, dont know why they would want email, know what email is but dont know how to use it, etc.

Every memo that they do, or wen they need to share documents, they physically print out the documents and place them in each users physical mail box.

I've done about three different presentations so far on what email actually is, why and how they should use it.

I'm sure that some of you have been here before. What are some tips that you have that I can use to get these wonderful people up to date using email.

54 replies

by jmgarvin

I assume your printers are on a network, so just disallow printing. This will force users to send email AND it will let them see that printer technology is stuck in 1993.

by pr0x1

Let's just say this is a GREAT idea that I happen to invoke back in the late 1990's, however, since the printers are all hooked up the the network, I hope that you still use print servers instead of individual ones. If ANY of your execs who you are challengewd with this have a personal printer, you're screwed as they will most likely print themselves, then photocopy. When I did it, we made sure there was no-toner in the copiers and that only the print servers went down... how ironic to have both of those issues happen on the same day, and be down for 3 days. Talk about a mass exodus to use email! Just be careful, only a few people knew about what was coordinated, and I'm sure if anyone found out, regardless of the GREAT outcome that happened, we would have all been fired.

by faradhi

If possible, let them use the email as you are teaching it. You may have to set up a small lab to accomplish this.

Definitely do not have a Printer error day as was suggested. This IMHO is why techs have a bad rep. This is the TECH forcing the user to use something they are not comfortable with. This causes resentment even if it makes their life better. If anyone is to do the forcing that should be management.

by jmgarvin

Printers go on the friz all the time. Some users will NEVER use a given technology and continue to destroy the environment one piece of paper at a time.

You have to drag them down the road kicking and screaming, but it is worth it in the long run.

by ericlasley

I understand what you're trying to say, but think about how that makes him look to the company as well. True, in the long run it'll be worth it, but short term the users may learn to not trust his judgements. If you present the obvious advantages of email to paper memos even the slowest user will realize how much time this will save the company.

by cheesel

It is wrong to force them into something that they may not be comfortable with and it is wrong to force them into doing something that YOU believe to be right.

Besides, trees are a renewable resource.

by pr0x1

I agree that some will just not go down the change path without being forced to do so. You need an executive sponsor to promote your idea. Show them the Cost Benefit of email in terms of speed of business results, materials saved, maintenance, collaboration increase. Do a CBA, provide examples, and I'm sure you'll get the exec sponsorship. Then research change management strategies to promote your changes to the culture. Small steps, you'll get them there. Remind them there are 2 absolutes in life, and they apply to a career: 1) death (retirement or let go); 2) change. Embrace it.

by stress junkie

I'm happy to say that I haven't been faced with this sort of situation in about ten years. When I started my career helping end users with basics was a big part of my job. I developed an attitude and an approach that became an important factor in my success.

First understand that people are not born knowing this stuff and people don't like change. You have to present a friendly and approachable image to the end users if they are going to try anything new that requires your help. This requires that you develop a respectful attitude toward the end users. I always tried to keep in mind that the end users are proficent at skills other than computer applications. That helped me to keep a friendly face and a respectful attitude toward the end users.

Next try to keep in mind that people will not remember everything you have told them. Repetition is the mother of learning. You must remain enthusiastic, friendly, and encouraging each time that you show something to an end user. If the end user says something that is self deprecating like "I must be stupid for not knowing this." or whatever you must respond in a friendly and encouraging manner.

I often found that sitting with an end user and walking them through a procedure was the only way to teach. For instance, when an end user calls you on the phone for help you can go to their office and walk them through the procedure of sending an email to support@whatever.com. You may find in conversations with end users that they are about to print one of these large documents. This is an opportunity to walk them through the procedure of sending the file through email. You would want to call the intended recipient and let them know what you are going to do. You walk the person sending the file through the procedure. Then you walk over to the office of the recipient and walk them through the procedure of reading email.

This may sound like more work than you want to do but it is the best way to help people adopt new procedures. In the long run it will take less time for the organization to move to the new procedure because you will help people to look forward to using the new approach instead of anxiously avoiding something that they don't understand.

In summary, you can make the process of changing from paper to email easy or hard for your end users. If you make it easy they will embrace the new approach to doing their job. If you make it difficult or humiliating then they will avoid adopting the new approach. You need to maintain a friendly image toward the end users. You need to be willing to explain the same thing to someone many times without resenting the end user or making unflattering remarks about them. The end users must believe that you enjoy working closely with them and helping them in this transition. It helps if you really do enjoy working with them and helping them to learn new things to do on the computer.

I guess that's about it.

by old guy

and I certainly respect the way stated this.

This is the way I have always worked with my end users on just about any type of change or new way of doing something and it is certainly much easier in the long run. Besides, I really love watching the light bulb click on when they finally get it. It makes me proud of them for learning and it makes me feel good about myself because I was able to help someone learn something.

by beads

You might try to warm up a bit with a single fairly friendly manager type who could become the process evangelist to reduce printed email by say 10% within his or her department by a set goal. You set or work out some sort of imagined goal and with the manager type to "save money". This tatic worked well back in the late 80s and early 90s when email was "new" for most users. If you can reduce the manager type's budget even by a fraction you may find yourself with a new ally.

- beads

by charliespencer

Intentionally disabling equipment is way outside the boundaries of tech support. That leads to users' mistrust of your "I know what's best for you" attitude. Just because a tool is available doesn't mean it has to be used. Look at all the time you're saving not fighting spam, phishermen, malware attachments, etc.

I'm not sure why their failure to use e-mail upsets you. Could we get some more details? Is this your full-time company or do you consult / part-time suppor them? Are they getting the job done? Is management happy with the current pace of operations? Are they turning a profit?

by aaronpctech

I think you might have me mistaken with the other guy.

I consult for this company, I'm here four days a week. They are more than getting the job done, they are turning a profit. The management is 50/50. They are pretty happy with the way operations are going, however they feel that things could be better on the technological side of things. They could save so much money in at least paper if they just sent emails.

The administrative assistant even stated "its like taking a step back when I came here". She is sort of like my champion in moving forward.

Put it this way. I could literally shut the exchagne server down and no one would notice it fir at least half a day. At other places, if one email doesnt get sent out its "omg the email server is down, I need help."

I'm just trying to figure out the best way to help these people out. I think of myself as the how the gentleman described himself earlier, very easyy going and helpful. I never look down on anyone and I think thats why they kinda like e here.

All of your suggestions I am taking to heart.

by aaronpctech

In all honesty, I would love to have the printers "break down". But I cant because this is a medical facility and they print tons and tons of reports.

I've got a few people using email but half of the time, they forget to check it.

I've tried having the managers say to the employees that in order to receive support an email would have to be sent to support@xxx.com. That met with mild success as people find that calling in is quicker than emails.

by amcol

Your customers are getting their work done. They're happy and satisfied using e-mail as sneakernet and not the way God, and you, intended it to work. They're already printing "tons of reports", as you've said, so it's not like you're killing a lot of extra trees here.

Leave them alone.

Just because you and I and the rest of western civilization know that e-mail is supposed to be entirely electronic, that printing out e-mails so you can walk them over to the intended recipient is the ultimate in Luddite behavior, doesn't mean your customers have to act that way or be made to feel they're doing something wrong. You build a toaster for someone but they insist on warming their bread on the radiator. Don't be insulted because they're not using your obviously better solution...they're still eating toast, and that's what they want.

Re-read Faradhi's post. Absolutely dead on right.

by charliespencer

I'm not sure why you're trying to encourage the use of e-mail. But I am sure if they need to share documents, a shared storage area is a better solution. E-mail is the method by which they should be notified that new documents are in the share, and should include links to it. E-mail should NEVER be presented as document storage or exchange system.

by msklizmantas

Relying on emails for information transportation is wrong idea; more and more mails are lost due to anti-spam misconfiguration, heavily loaded servers and mailbox quota problems. Also it is not secure by default, nor you can trust that sender identity is the real one. Of course, there are various solutions, at least for authentication and encryption, but if you cannot make them to use e-mail then probably you won?t be able to introduce and use some kind of PKI or similar procedures.

by gpastorelli

I would agree. If I were you I'd implement a sharepoint website. This way they can share documents and communicate more open. It may even be a little easier to understand (or harder, it's like pulling teeth to get my users to use it). Also will save on risk of losing emails or insecure communications.

by jmgarvin

I read it as document disemination rather than document storage...but if he (she?) is planning of storing the documents a centralized sharing area is in order.

I would suggest looking into something like a simple storage server that is a mapped drive to every computer. Default MS Office (and other apps) to save the retrive from there. That way not only do you have a backup, but you will rarely lose anything! ;-)

by aaronpctech

I'm sorry if I've coming across wrong. I meant document disemination not storage. When I said share documents, I meant like sending memos out, sendng information to their clients, or just simple correspondance from within the company.

Sorry about the miscommunication

by webwolf

I'm assuming someone higher up has hired you "bring the employees up to speed with technology and e-mail". If this is case, get your management to send out a few messages using email and have them require responses via return e-mail. I did this at a workplace about 8 years ago when I was faced with a similar challenge. Worked like a charm. Of course, now for the downside: Once people start using e-mail they will never go back. This means it will quickly become your most "mission critical" application to keep up 24/7 and all hell will break lose when it is down for even a minute. So, be careful what you ask for! :-) Good Luck!

by aaronpctech

You are so right,

THe sad part is exactly what you said, once they start using email it will be mission critical. Right now printers are mission critical.

I think in the long run it will be worth it though, dont you think?

by webwolf

In fact, I think e-mail is most often the first taste many people have of electronically collaborating. Getting comfortable with e-mail can be the spring board to using instant messaging (IM), document sharing portals (SharePoint) and then on to full blow collaboration services! And, the best news is it?s just going to keep evolving! (That?s the biggest reason I love IT). Have fun!

by faradhi

In logistics. He was the first to tell me.

Additionally, I heard on the liberal Democratic Communist Radio Station (Called NPR by dirty liberal scum) that within the area affected by Katrina there were a lot of tree farms. In that story they reported the same.

by cheesel

I'm not the only one who sees trees as a renewable resource and sees NPR as National Pinko Radio. :-)

by sleepin'dawg

I wouldn't care if it was JC who works in logistics the man is out of his tree. Take a drive through Maine, New Hampshire, Vermont, Michigan, New Brunswick, Quebec, Ontario, Manitoba and take a look at the logging operations that are ongoing for pulp and lumber. The Companies you will see are Consoidated, Internatinal Paper, Georgia Pacific, Cascade, Abitibi, Weyer-Hauser and that is only for openers. Yes there are tree farms but I would estimate that less than 10% of trees being cut originate from these sources. BTW I'm an environmentalist and would like to air polution reduced and wetlands preserved but on the otherhand I like the input to the economy that lumber and pulp and paper companies make. These companies are not perfect but they do try to keep and maintain the resource on a sustainable basis. Pipe dreams don't help in this. Don't donate to Green Peace or PETA instead donate to organizations like Ducks Unlimited or The National Wild Turkey Federation and other similar organizations who actually are trying to do something worthwhile to preserve something sustainable and economically beneficial.

[b]Dawg[/b] ]:)

by jaqui

remove every single printer but one, and that one requires you to input a password for any print job to run.

tell them that the waste of money on ink and paper has reached the point that unless they pay for the stupid print jobs out of thier own pockets they do not get printers back for anything but company ordered print jobs. if the company wanted these memos etc printed out, they would have send them on paper.

then let them scream, and say, that is what the electronic mail system is for, sending thingfs that DO NOT require printing.
dumb a$$es need to be head - stomped to wake up to reality. ]:)

by too old for it

Take away thier computers, box them up, and send them back to the palce they got them.

Obviously they are ALL too damn stupid to have computers.

by cheesel

My job is to help people to do their jobs, not hinder them. Forcing them to do things they do not want to do is also not my job--that's for the boss.

by pr0x1

Now I know why I left IT given Jaqui's response, and why I spend so much time defending them

by old_it_crone

I only have a couple of minutes - I'll pm you some "depth" after I get through the Holiday madness.

The member who spoke so eloquently of mentoring your users is spot on. That is the relationship you want.

Google for the phases of change acceptance - like grief, there are several stages (though they escape me at the moment) and it helps to understand them (the phases) as you deal with your users. Remember that users will progress through the phases as different paces.

You mentioned a 50/50 buy in, and an AdminAsst who is your "champion." LEVERAGE their support and influences within your user groups. If you can - enlist them in a task group to help promote the new system's acceptance.

Your "supporters" should communicate with their peers and reports EXCLUSIVELY through the new system - even if it means they have to write an email, then call the recipient to say "check your email."

Have a brain storming session with the supporters (even if you have to do it one on one - or better yet - via email) to come up with more ideas like the previous one to get the users used to the new technology.

How big is the organization (user-wise)?

Try posters (yes, paper ones) in the break areas - that promote your cause, and remind people to use it.

Make it fun. Have an email based contest. Through a lunch or after work snack attack, and issue the invites via email.

Make it easy. Use posters and memos (yes, paper) to distribute tips & tricks. Increase the complexity of the tips as the users start catching on ... and gradually migrate to email based tips & tricks.

Since these are newbies, they may not all be comfortable with a mouse - be sure to distribute keyboard shortcuts.

Look for opportunities to show them how using the system can make their work simpler and easier - but don't be vague - be specific. Catch someone griping about waiting for something or using the sneakernet, and demonstrate how email would make that specific activity more efficient ....

Sally is walking back to her office bemoaning that she wasted the time running to Bill's office to see if he was ok with a report she gave him last week.

Walk back to Sally's desk, help her attach the report to an email, construct a subject & message to get Bill's approval, and send it. Then. Help Sally setup a reminder to follow up (electronically) until Bill responds - AND - a rule that alerts her to his incoming reply. Then stand there while Sally leaves Bill a voice mail to check his email for a critical communique.

While you are taking all this on - use the promotional ideas you get to help establish good email habits - reply vs reply to all, attachments, concise subject headers, , personal use, jokes, spam, viruses, etc., etc. You have an OPPORTUNITY to teach them "right," and the rarer OPPORTUNITY to not have to go in laying down the law and breaking bad habits - take advantage of it ;-)

Check out this post, and try to instill these behaviors as you are implementing the new system:

http://www.43folders.com/2005/09/19/writing-sensible-email-messages/

Also. Make sure that you understand any privacy and compliancy concerns your users may have - 1. so that you can implement safeguards in the system, and 2. Address those concerns directly as they may be an underlying cause of the reluctance.

by w2ktechman

Along with the farms, some companies are using more specialized paper, made of plastics and other materials. Many companies also use recycled paper

by edward35

Just disable all the printers for 3 days if their understanding of technology is so low tell them anything you want also inform them that to communicate they will have to use email surely that will be long enough for them to pick it up or maybe it is the way you are selling email to them maybe try a different approach maybe try and make some sort of Game with a prize at the end type incentive

by beilstwh

The only way that a culture change can be made is if it is directed and supported by Upper management. If they order that memo's be sent by email, they will be or else. Until you get them on board, you can yell until your blue in the face and nothing will change. I had a simular problem at a previous job and nothing happened until the company president sent a memo ordering people to start using email.

by bschaettle

I'll wager that the company president sent HIS memo out on good old-fashioned paper, and probably had an assistant type it for him. The not-so-subtle message being that important people don't use email....

by beilstwh

Funny you should say that. He sent the memo out via email and paper so that the people who never read email would get the memo.

by ~rpb~

Are you sure you have the support of management in your quest to get everybody on email? If you do, then the issue is quite easy: Anything that is transmitted via email gets immediate action. Anything that is on paper is handled at day's end.

As a VAR in South Texas (law enforcement records management), one of my PD clients was having a hard time getting folks to use the email component in the installed vertical market product (a secure-by-encryption module that came at considerable additional cost to the client's installation). I suggested that he use the above-suggested procedure and he agreed. The chief made the rule--and about two weeks later, EVERYBODY was using (and loving) email. He also let everybody know that no email post was private and that nonsense would not be tolerated...and he made it stick.

When people know their productivity--and therefore their jobs--are on the line, they step up to the plate. Or, they retire...

by faradhi

I think your estimates are way off. Less than 10% of IP's trees come from non farm sources today.

THe other 10% is being replanted. Further, the logging is not clear cutting. It is thinning and replacing.

by Member 35704591

I've been there myself many times - they won't listen - and if you try to "force" them, you'll only make enemies and do nothing but damage.

IMHO, you need to:
1.) Talk to Mgt and get their buy-in as to what you're trying to do (so they'll support you in step 2).
2.) Then find a core group that is central to the rest of your users. You say you're in a Med facility - In a Hospital, you might try the Blood Lab?? - see if you can get them to start changing the way they're notifying in-house users that their Blood work is available via eMail, and then slowly phase out whatever notification method they're currently using.
Be very careful here - pick your "Core Group" carefully - take small steps - people generally don't like change. Make sure you have your Mgt's Buy-in and that they agree with your attempt at culture change.
Be patient, don't expect change to occur overnight. It would also be helpful if your found a way to measure the change, then report back to Mgt on your success rate.

by oldbag

Even if all the paper generated was tree farms, even if every bit of your scrap paper went into recycling, what happens to all the used toner cartridges? What about the expense of printing consumables?

I am working on getting my users to stop printing everything. This is the responsible thing to do for the future of the planet.

by beads

HP recycles all incomming toner cartridges for automobile parts believe it or not.

Most other simply reuse the toner carcass, add new seals (sp?) and ship 'em back out.

More does need to be done but there has been significant progress made. Hold your county/recycling officials accountable.

Chicago has a recycling program but in the end only accounts for 8% of all recyclable material possible. The rest obviously ends up in landfills - what a tremendous waste. On top of that we pay millions for the privilidge of something that barely works.

- beads

by oldbag

Did you know that many of the toner cartridges you send back for recycling end up in third world countries, harming the enviroment there?

Not all suppliers recycle or even recommend that their products be recyled. (Even though I purchase from a company that recycle almost everything they sell, they do not recycle colour laser toners.)

Don't forget that if users are using the smaller printers meant for home use, they are more expensive to use. Also, if they break down, the whole printer winds in landfill because the manufacturer does not design them to be repaired.

We must never forget about the per sheet cost of printing. My boss includes reducing expenses such as this part of my job description.

As IT experts, we need to keep this type of waste in check. Education is the key, not force.

by beads

Paper mills may use plantation forrests, trees that are grown in nice neat little rows for 20 years, harvested and replanted but thats still a waste of energy throughout the cycle. Generally white or red pine depending on which part of North America your getting your paper from. Some commitment has been put into using even faster growing, albiet less pulp producing poplar, et. al. in as little as 3-5 years but pine is generally the gold standard here.

The real problem with making paper is the subsidized cost of the electricity. Subsidized by tax payers all over North America. The simplest example is using a hand dryer versus paper towels. You may think your saving electricity by using the paper towel instead of that hand dryer but in truth your using 3-5 times the electricity to accomplish the same affect.

Paper production is still a very wastefull proposition - even for reports and email.

- beads

by beads

Regional land conservancies, those organizations focused on preserving wetland, forrests, praries, etc. closer to your own backyard?

Most of these organizations do some truly phenomenal work preserving microclimates and endangered habitats all over North America. Unlike the Land (Grab) Conservancy that have often sold some rather unique and beautifull properties to board members or developers in order to raise more cash to buy other parcels. I agree though with the above statement about clear cutting. This is especially unfortunate in Michigan's State Forrest system.

- beads

by beads

Than 20 or 30 years ago. Its some progress but mainly due to the efforts of organizations like American Forrest's Re-Leaf campaign and the like.

- beads

by charliespencer

Dissemination will turn into storage. I'd love to hear someone here sound off if they don't have users who keep every e-mail they've ever received and use their mailbox as a filing cabinet.

Even if it didn't, I don't think it's a particularly good tool for dissemination. You wind up storing (and backing up) multiple copies of the same document because it's in multiple mailboxes. Or everyone deletes the document, figuring someone else has it, then no one has a copy without having to do a restore. Or some twit pushes out a 75Mb attachment and fills everyone's mailboxes. Someone else will open the attachment, modify it, and forward the modified attachment without saving it as a file separate from the e-mail message. Unless you work exclusively in an office environment, you also have the problem of pushing information to employees who aren't computer users.

The disadvantages are endless. I'd love to eliminate attachments from all of my users who don't correspond directly with outside contacts.

by beilstwh

Your attachment problem depends on the email system used. For Example in Groupwise, when an attachment is sent to 10 people in the local post office, ONE copy of the attachment is maintained and all the users are pointed to the stored file. When all instances of the email message is deleted, the file is also deleted.

by jonny memonic

I would say push out a video tutorial from a network drive and show them that using email is fn and hi tech. That way also have an online form asking them for feedback on how the video was and what elese they would like or what they need or don't understand which would give you a better idea on what to cover.

by bschaettle

I worked at a Fortune 100 company many years ago, and we had a similar problem getting people to use email, until a top-level manager used email to invite all his mid-level managers to an important meeting. About half of them didn't show up. Just a few short days after that they were all using email, and encouraging their staff to do the same.

by jdclyde

Now the users are all screeming if the mail server is down for five minutes! (be careful what you ask for, you just might get it.)

What I did.

Set up a classroom with 8 systems and one instructor station projected onto a screen. If you make the classes much bigger than that, you will have problems covering all the questions when everyone is new. Also, try to keep advanced users out of the classes the total noobs are in. This will make the new user feel even more out of place and less likely to ask questions.

Upper management must be leading this move to using email, not you. Why would they listen to you? Also, no exceptions for who goes to the classes. If you have a group of advanced users, you can always give THEM the readers digest version to keep them from getting bored.

Management will have to insist that they will not take printouts anymore. It is an email if you want to get it in.

The users will have to have a reason that benifits THEM. Amazingly, many employees will not do something just because they are told to or because it is good for the company. If they don't have a direct benifit, they don't care. New employees are going to excel over older (lenght of employment, not age) because the ones that are set in their ways will not make it in the new environment.

When I got hired in, all you heard was phones ringing constantly. Now it is just one here or there. They DID learn that it is easier to send one email to 10 people than it is to make 10 phone calls. It is also easier for people who don't sit in a office to communicate via email as it is waiting for them when they get back and is much more effecient and detailed than voice mail.

Best of luck. It takes a while. Don't expect this overnight. People learned I will come in the morning and go through my email completely before I even look to see if I have any voice mail. I also don't take phone calls until I am done with my email, so that is more in the voicemail waiting. I then often reply to voicemail with an email. Gets them used to it.

Oh, and it is a good idea to use the delivery notification to know when/if they opened your mail. When they never open the mail and call back a few hours later, you can calmly state that their answer has been sitting in their email for a few hours now. Remember, if your not using it, no one else is.

Oh, it will drive you nuts that people for a while that are used to having a hard copy to read will print out everything. (sigh) They get over it.

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