The title is a bit misleading I guess…what I’m talking about is when you solve a technology related problem — be it client workstation, networking, office equipment, server, etc. etc. Do you find it valuable to explain the cause of the problem in detail to the user or is it just a waste of time.
The situation of this one came to light because another manager (one notorious around here for being lets say “extremely opinionated” on every conceivable thing you can say or do) has given one of my support techs an ear full because whenever he works in this manager’s department he fixes the problem and more or less just tells the person an “ok you are up and running” kind of deal.
The manager on the otherhand feels that IT support should be describing in detail what the problem was. I conflict with this manager saying that this is a waste of resources when IT has a stack of workorders to get through and only 1 or 2 techs available. I also am of the opinion that the user really doesn’t care and would rather just get back to work then to have someone rant what to most of them is “technical babble” and they’ll have no clue of what they are told to begin with.
Do any of you see value in explaining to users, with detail, the cause of and the solution to their technical problems?