General discussion


What is your best and great user

By zlitocook ·
Stories from 2005? I asked the same thing last year and still laugh or just shake my head at some of them.
I will start by telling one of my own user stories. I was a new employee at a small bank and had the pleasure to upgrade all the old servers to Win 2000! There were 11 servers and six were old Unix servers/ pre 98, well they ran all the banking services from them. All the data bases were not uopgradeable to Windows of any type. I told the CIO that we needed to export the data to a file and try to import to Excel and try to import to the new servers.
He only wanted his files saved and some things on the sever saved. I thought he was talking about his own laptop. But he said no I should not worry about the banks information because it is backed up ever night and can be access any time.
Well the back ups were never checked and were blank, I tried to show him this but was told to compleat the project. Well I left the bank the next week before the bank was examaned by the FDIC.

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Maybe not...

by GSG In reply to AMEN

As a tech, we can do just so much with a user who deliberately refuses to learn. There are occasionally the users who think they are making a point by being passive-aggressive. As the tech, we can try our best to train them, to help them, to figure out the underlying problem, but after (no joke) 1 tech devoted to 40 hours to teach 1 person something that 20 other people learned and became experts on in 10 minutes, you have an issue. As the IT person, it's not my place to reprimand the user, but to let that person's team leader know, in a kind way, that we've spent this many hours teaching 5 clicks of the mouse, and that the user is still struggling. It is now up to that manager.

Unfortunately, I have seen that quite a bit, but, on the flip side, we have some really awesome users here who have gone from barely knowing what a mouse is, to being a super-user and supporting her entire nursing unit.

It's all in the attitude. Mine, and the user. We're a team in the learning process. As much as I wish I could engrave it in a baseball bat and beat her until she learns it, I don't think I would be effective training the next person from my jail cell.

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Not always the case

by ag691234 In reply to you need to teach them no ...

My clients are external. These are businesspeople who view computers as a tool to help them get their job done. They are very successful at their jobs and do not believe that they should be computer solver problems. They have no time for user training, although I keep hearing constant request for training followed by "I have no time for it".
Any suggestions?

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by tajreboa In reply to Not always the case

You have to love the thought process of
"I don't have time to learn this, I only have time to use it."

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Change their perspective.

by Zeppo9191 In reply to Not always the case

If you explain to them that, with a few minutes of training, you can save them the time of calling the Help Desk (including the possibility of hold time), they might be convinced. Most people understand the idea of an investment - put a little in now for a bigger return later.

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Time for Training

by Too Old For IT In reply to Not always the case

Schedule it as an off-site, in Vegas.

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No time for training vs. Money Saved...

by tpgames In reply to Not always the case

I'd sell the business person on how they can make more money if they learn said computer application. Sell them on how much time they save, and how much more time they will have to make more money. The key is to speak their language...$$$. Also, learning said computer application makes one more efficient. After all, time is money.
(Realize, posted in '05, but thought someone might find this mildly useful)

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Not just techs

by faradhi In reply to you need to teach them no ...

The users and management bear some responsibility.

If I was running a train line and needed someone to drive a train, I would be darn sure the person either A) already knows how to drive a train OR b) is trained on how to drive a train.

If Management is not going to make a basic computer test as part of the hiring process, then management must train. When training is provided, management must make it mandatory to attend and learn. Those few companies that do train do not make it mandatory to learn and retain the information by testing to complete the course and testing again at a later date to retain the information.

Additionally, these same users would never think of just jumping in a train and start pulling levers to "figure out" how it works. They would either know how to operate the train or ask for training.

With computers end users tend to resist training.

As long as this continues, any amount of training will be useless.

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Training is required

by JSMcNeary In reply to you need to teach them no ...

I appreciate your amazement and astonishment at users ignorance. It is unbelievable that into days world there are users that aren't up on the basics. My question is why isn't the organization training these folks? I worked for a large bank in the small business lending production group. The loan officers used a form for capturing the basic financial information. The form was in Lotus 1-2-3 butt didn't have the formulas for crunching the numbers...they would use their calculators to crunch the numbers and then enter the info into the form. You can imagine how surprised they were when I entered the formulas into the form and the ratios calucated automatically. They'd been doing this for several years. Amazing that the company didn't make sure their loan officers had basic computer skills.

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I disagree

by shirtbird In reply to you need to teach them no ...

Some users simply don't get it - even after multiple attempts to train or explain. Rather than attempting to learn it themselves, many users simply find it easier to call you to solve their problem.

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Complicated machinery

by jmiguy In reply to I disagree

I agree 100%. The only thing some people are ever willing to remember is the phone number of their tech!

Did you ever notice that with any other kind of complicated machinery or equipment, employees are usually required to get some type of formal training at school or otherwise?

I don't see why it should be any different for computer users.

If I got a new job running a high tech piece of equipment, is the repair person going to come out and teach me how to operate it? I think not...

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