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Helping Novices' Understand

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by rey titus

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I deal with many first time users as a free-lance consultant. I find that the use of analagies helps them understand some of the more complex ideas and terms of computing.

When I am asked a question about thier computer or software and they do not understand my first answer I move to the use of analogies. By explaining things in everyday terms and concepts that they understand I find that I can increase thier understanding of a specific idea or concept.

The use of analogies requires several steps.First is that you understand them and thier question. Next find a paralell to an everyday concept or idea that will fit the question and thier knowledge base. Finally show them the paralell and explain the answer under these terms.

Bydoing this you can increase thier understanding of even some of the more complex ideas and concepts. Try it I believe that it may help you deal with such situations easily.

7 replies

by william l. white

I agree completely that creating and using analogies is an excellent way to help your novice users better understand. However, beware the "slippery slope."

You are fortunate if you know your users well enough to make useful analogies. Some organizations are too large to allow a technician to develop a relationship with many users and some consultants must provide services to many different organizations. When you can't be comfortable with the system users, it may make the technique (analogies) a bit difficult.

The easiest way to offend is to talk down -- condescend. The easiest way to really tick someone off is to offer some technical mumbo jumbo reason that's way beyond his/her level of expertise. Either way, we may end up having to "explain the explaination" and, even worse, do that for an angry client.

And, oh yes, always beware of that one jerk (down in accounting -- you know the one) that thinks he knows more than you do AND that his time is somehow much more valuable than yours.

Still, there's nothing more satisifying than helping a frustrated and frantic user, with (no doubt) a 3 PM deadline, get a system back online at 2:44. Don't you agree? ;-)

by byteslayer

I work for a large racing company and support about 100 computer users on a daily basis. During the course of my first year I have gotten some what personal with each users system. I can safely say that I get along well with all my clients. While I agree about using analogies I have to agree with what he said about the jerk in accounting! In my case it's a she. What makes it worse is when I tell her I need to install someting on her computer she always comes off with an attitude. Here is someone I feal hates me for no reason. Never broke anything or nothing. After 3 weeks was I able to install the upgrade after she left at the end of the day before I did. When I asked how her computer was the next day she came off with "it's a computer" . Now maybe I'm leaning to a new subject here but maybe it's good to ask another discussion on supporting people that give you attitude for no reason! How do you handle these "jerks" ???

by rey titus

Byteslayer, you have made an interesting point. I have worked customer service in the IT field for many years. I have dealt with some who "think" that they know more than me. I find that while not everyone is going to like you; by respecting them you can work with them. You do not have to agree with them; but by respecting them and working with them you can get things done. The key is Patience and Respect. Remember these things and you can get alot done.

by paul d. masley

I work in a small corporation. It is basically a 10 user system, but on occasions it will increase to 20 to 25. I have basically put down "The Law" with corporation backing regarding additions of outside software/screensavers/shareware that it is not allowed and will not be tolerated. I called a meeting that was mandatory. After letting all employees know, the computers belonged to the company, that I had free will to shutdown/upgrade/kick someone off, or ban them from use, the people that actually needed the systems (they were paid on a commission basis) had a completely different change of attitude when they found that their paycheck were somewhat lower as their production fell (no access=no commisions=no pay). It took about six weeks for the ripple to occur. We only have one accountant and the attitude was similar to yours. I dealt with her a different way. I loaded several background programs that after several hours, her system will slowly grind to a halt. When she called, with her attitude showing, I informed her that several problems were in front of her and I would get back. I would simply restart her system with no changes. She soon realized that the snappy attitude got her nowhere, I had taken the entire company, but hers (95A) to 98 SE. Everybody was happy, but she had the slowest anchor. One evening I spent several hours (without her knowledge) cleaning up (300% increase in speed) her system and installing SE. I changed her screens so that it still looked like the old system and so that she would not know. The little lady was smarter than I thought. After lunch, I got an apology, a thank you and a completely different attitude for all later calls. All you have to do is let them know, Yes, I will fix it,I will make it better, but a little sugar goes a lot farther than a lemon and salt routine (unless you are into tequila).

by irishstar

i have tryed to get informstion from tecs and some times they do not know what they are talking about but they want you to fill like a dummy. i know some of the terms but not all . i have a problem that has been buging me for 3 weeks and have not found a tec that knows or even hear of it. Iam realy gitting burnout on this, so how do you tell a dummy how to fix something they know nothing about?

by rey titus

A good tech may not have all of the answers and in some cases wont have any answers. But He/She should never make you feel like an idiot and should know where to find the answers. Remember that no one can know every thing going on in our fast paced industry the key is knowing and utilizing the avalable resources and always expanding those resources. If I dont have an answer I will find it learn it then try to explain it. A good tech should find a difficult problem a welcome challange not a threat to his/her ego. It should be used as a chance to grow and develope.

by wayne m.

There are two pieces of advice I can offer, know your audience and be able to explain a concept in multiple ways.

To know your audience means to understanding their level of knowledge and experience and also their learning preferences. Do they prefer short direct answers or long involved ones?

Second, when your "killer" explanation doesn't work, you need to back up and try a completely different approach. Don't just repeat the same message to someone who is missing the point. It will only lead to frustration on both sides.

Know your audience and be agile enough to adapt your message to allow them to understand.

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