What IT Pros Hate About Users

[XMEN Iceman]

What IT Pros Hate About Users
July 25th, 2006 @ 5:40:18pm EDT | Category: General | 2,881 Views



Users are an interesting bunch. While most are very nice and understand that everything in the world isn’t perfect, many demand miracles. Why six somewhat universal IT gripes? Why not?

1. Users Lie - Many times I chalk up user misinformation to a lack of technical knowledge, but Users will also tell you straight-out lies. Perhaps they feel guilty about breaking something, but lying about the symptoms of the problem at hand only further prevent the solution.

2. Management Doesn’t Understand - Bosses understand what the IT Department does, sort of. Yet they control the budgets, personnel, and usually make IT related decisions without input. We are then expected to make it work right off the bat no matter what else might need our attention. Part of the trouble with being an IT Pro is that we are like a movie editor; you only notice us when we f*** up.

3. Perfection Expectation - IT Pros are expected to know how to fix every model of every device ever manufactured. If it has a screen or plugs into a socket, we are expected not only to know how to use it, but also to troubleshoot and fix it. Immediately. Without a manual. Hey, a copy machine is like a computer right?

4. Every User’s Problem is Our #1 Priority - Many Users will run into the IT Department screaming that their "Internet" is broken and it must be fixed immediately. While we understand the pictures of your Mom’s new dog are insanely important, we might be busy doing something that might rank over your issue, like ensuring that the entire company is receiving email, or fighting off an attack from some Korean kid. IT Pros across the world could work eight days a week and never solve every issue.

5. Some Things Just Won’t Work - We program computers with logical instructions, but as everyone knows, they do not behave logically. Not every device can work with every other device. Standards are not standard, as there are different implementations of every standard ever made. I would love to sync your iPod to your cell phone via a bluetooth connection; it should work right? When we say that it cannot work, take our word for it. We are the professionals after all.

6. Personal Pro - We don’t mind answering a question a User might have about their home computer setup, but they must keep in mind that everyone in the company does the same thing. We try to be kind and helpful, but sometimes we are really busy and tired of the grind. If a local IT Pro starts you off on the right path, GOOGLE for the next steps. We do not have the time to hold everyone’s hand fixing their Mother’s 1986 Packard Bell setup. We understand the concept of "Teach a man to fish…", but Users need to understand that exterior systems are their responsibility.

To be fair, I’m sure that these issues can be applied to any field of work. Hey, we’re all overworked and underpaid, right?

[Ambush Bug]

1. Users Lie

Very annoying habit of users. I've found one of the ways to curtail this is to ensure that your line of questioning leaves no room for error, that your voice reeks of 'friendly neighbor coming over to help', and that your voice-attitude doesn't give the impression that they'll be berated or called a fool.

Of course, after they hang up, you can curse for a minute or two.

2. Management Doesn’t Understand

3. Perfection Expectation

These two combined is a recipie for Hell On Earth. I can't fix things or prevent things from breaking without parts and training, both of which cost money!

4. Every User’s Problem is Our #1 Priority

Never had this one in large quantities, but when I did, the solution was to be very Scotty about it.

5. Some Things Just Won’t Work

Tell me about it. "You plugged your Wacom tablet into the printer? Oh, I see, you wanted to draw right on the paper. Makes sense, but it doesn't work that way, I'm afraid."

6. Personal Pro - We don’t mind answering a question a User might have about their home computer setup, but they must keep in mind that everyone in the company does the same thing.

All your users have the same make and model? My God, do you have a budget? I'll trade some bailing wire for it! As for the users, I had a sign: "First home-computer question free, after that, it's time for folding money." Worked great.

[XMEN Iceman]

Our company opened a hornets nest when they told people they could use their laptop wireless with their home wireless routers. For some reason our users now believe that we MUST support them in connecting them on their home networks. What a bunch of crap! Executives are the worst at this.