Help Desk World
|The Directory of Help Desk Software Solutions and Information|
you're a problem solver then getting involved with computer technology is your
only real career choice. I don't think there's any other field of endeavour more
infested with things that can go wrong, than the field of computers.
that worked yesterday, won't tomorrow. Things you think are working today,
are not really, you'll find that out tomorrow when it's too late. Things you are
trying to get working were never designed to. Things that look as if they aren't
working sometimes are, at least until you power them off,
then they'll never work again.
enough to make you want to stay away from work. Unless of course you're a
problem solver, in which case, the universe is a garden paradise filled with
attached to each one of these unworking things is a flesh and blood user
harbouring the illusion it all should work. Perfectly. Always. Even when they
haven't read the manual. Sometimes even when they haven't plugged the machine
in! It should work! It should do it quietly and without complaint. And heaven
help the person standing between them and their illusions.
users are a funny breed. For some strange reason they don't share your joy in
solving problems. They want only the end result, a solution. Don't they realize
the joy of technology lies not in the using but in the fixing?
problem solvers see a problem they act like Pavlov's dog and salivate. A problem
is a juicy bone, their reason for living. If something's not broken, they have
nothing to do, they lose their reason for existence.
is where the conflict comes in. Problem solvers fix things, while users would
rather use things. When technology breaks down the fun begins.
don't care why it's broken. All they care about is that they can't use it, and
the longer they can't use it... the more demanding they become. Hell hath no
fury like a user deprived of something to use.
the problem solver is trying to solve the problem. Trouble is, the increasing
demands by the user are distracting the problem solver. The user is becoming
more of a problem to the problem solver than the original problem. Soon, very
soon, the problem solver loses their cool and attempts to 'fix' the user. That's
painful. Speak to 'it'... my cat.
solvers suffer from a basic and common flaw. They separate the world into
'problems they like' and 'annoyances.'
like 'irate users', 'office politics', 'time management' 'interruptions', and
'budgeting' always fall into the category of annoyances. They're therefore
deprived of the potential benefit of being perceived as just another problem.
Another problem susceptible to the onslaught of problem solving
do they do that? I don't know why I did and still do that. It's a brain defect.
The good news is that it's curable. Just look at everything as a problem to
solve. This is not a negative view of the world, it's actually quite motivating.
It means everything has a solution. If you're determined enough.
about our user with nothing to use? What's the solution? Usually information,
delivered in large frequent doses will calm down the irate user. Remember, the
user can't help themselves, they're going through withdrawal symptoms.
is one drawback to this strategy of seeing users not as annoyances, but as
problems to be solved. If you're not careful, your trusty technical problem
solver will learn that people problems are actually much more challenging and
interesting than technical problems. If they learn this, they'll undergo a
terrifying transmorgification, they'll become managers!!!!
Peter de Jager is a speaker, writer & consultant. Contact him via [email protected]
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