Dealing with a problem techie

We hear a lot about how to deal with computer problems, but how do you deal with a problem techie? TechSoup Blog offers some suggestions for how managers and non-managers alike can work with problematic techies.

How have you dealt with problem techies? Share your strategies for getting along with IT staff.

--Megan

Since no one else has replied yet, I'd like to say a few words on behalf of the problem techie's.

First, I think the Nick Burns skits should be mandatory viewing for all IT support personnel. I have most of them on my hard drive and review them frequently.

I ask myself, "What can I do to NOT appear like that, given that my job requires me to do almost exactly what he's doing?"

For starters, I recite a well practiced, "May I sit down for a second and give that a try?" whenever needed. Ironically, my clients who are SNL fans feel cheated unless I just scream, "MOVE!"

From there on, it's both an art and a science, because no two people are alike. Some users like to joke around. Others are deathly serious. Some like long, detailed explanations. Others want little or no conversation. If I use proper IT terminology, they might feel that I'm trying to intimidate them with "buzzwords." If I translate into non technical terms, I might be seen as condescending or patronizing. And so on.

So here are some things that users can do to improve the relationship:

-The first and possibly the best thing users can do, something that seems to have been left out of the blog article, is to talk to us. Tell us if you want more or less explanation, or if you feel that we're not treating you properly. We tend to get wrapped up in the puzzle-solving elements of our work and completely forget that we're also supposed to be diplomats of some sort. Note: you might have to repeat the process a few times before it sinks in.

-Second, know that techies usually talk to each other in a very direct fashion, sometimes almost completely devoid of any diplomacy. Non-IT personnel will often interpret the language as "hostile" when we just think of it as "efficient."

-Third, PC's have been around for 25 years and have been mainstream office tools for at least the last 15 years. We therefore expect and assume a certain level of expertise among users and react badly if your demonstrated computer skills don't measure up to the claims you made on your resume and job application. If there's some reason why your skills are limited or non-existent, let us know and we'll usually try to accomodate you, especially if you're working independently to improve those skills.

-Finally, you'll get off to a better start if you give us clear, specific descriptions of the computer problems that need to be addressed. For example, "My Word documents print fine to printer1 but some of them have the wrong margins when I print them to printer2."

There are also some things that are best avoided:

-When reporting computing problems, avoid long, rambling descriptions that include every move you made today from the moment you got out of bed.

-While we're trying to solve the problem that is jeopardizing this week's payroll, avoid asking repeated questions about unrelated topics such as how we would solve the problems your nephew is having with his itunes downloads.

-Avoid using computer terms that you don't really understand (I once stopped mid-lunch and drove frantically for over an hour to respond to a "Network Down" message on my pager, only to learn that the network was just fine and that 1 out of 75 users was having trouble with 1 out of 8 networked printers.)

-Definitely avoid trying to defend a complete lack of computer skills by claiming that computers are useless, and bragging that you know nothing about them and intend to stay that way until you die. You can't imagine how stupid and unprofessional that make you appear, to management and your co-workers as well as to the IT staff.

-And I shouldn't even have to say this, but avoid "nonsense messages" such as, "The Microsoft is broken and my computer hates me - Make him stop."

I hope that helps a little.

-ENO

And one more thing....... YOU'RE WELCOME!!

I like your words on wisdom! I'm usually coming at it from the non-techie end, be it at work or at home living with a computer system administrator! I find that we all get along better and problems are solved much better if I:

--Avoid complaining about the software/hardware/application in question (i.e. "I hate [insert product name]). Computers are computers and while they can be frustrating, putting complaints aside helps focus on getting the problem solved.

--Be as specific as possible. Give exact details of the steps you took and where the problem occurs. Note error messages--even taking a screenshot of an error or problem page can be helpful in re-creating and troubleshooting problem.

--Be patient and say thank you. :smile;

--Megan