December 12, 2007 (Computerworld) Ah, end users. We sure do love them. Why, most of us wouldn't have jobs without them. But that doesn't mean users don't drive IT crazy sometimes, or maybe most of the time.
Just as a zookeeper cares for his monkeys one way and his rhinos another (we kid -- sort of), so too should IT tailor its responses to fit the individual styles of its end users, support managers say.
One thing's for certain: Cordial or otherwise, interaction between support staff and end users is only expected to rise. Demand for IT support services continues to increase as new systems and applications are implemented, according to a 2006 survey by Supportindustry.com, which provides research and trend data to the customer support and help desk industries.
At the same time, some 43% of survey respondents said their budgets were either being cut or staying put -- meaning it's a fair assumption that IT help desks are stretched pretty thin these days. And that pressure only adds to an already demanding, difficult and sometimes thankless job.
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A rogue's gallery of users (and one angel)
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Dealing with these personalities can be a delicate balancing act, but always remember, these are your co-workers. If you lose your cool or have an otherwise unpleasant encounter with one of your users, you will have to see that person, or at least talk with him, tomorrow and the next day, and the day after that.
The truth is, user behavior tends to follow certain patterns regardless of industry. "I don't care what the business is," says Anthony McCloud, IS help desk technician at Mac Equipment, an air-filtration manufacturer in Kansas City, Mo. "Users are always the same."
So what are these user archetypes, and what's the best way to handle them? Here we present five of the most common user types, gleaned from IT pros in the field, and throw in one of the angelic variety for good measure.
1. The Know-It-All
You know this user. He knows a little HTML, and he defragged his hard drive once, so now he thinks he's an engineer who knows more than you. He often refuses to follow policies and instructions and has been known to poke his head in the server room "just to see what you're up to."
Know-It-Alls often insist on doing things their own way. They change options and settings on their computers just because they can, and they have a tendency to connect devices and download software to their computers that IT does not support.
And, predictably, they're arrogant enough to think they can't possibly be wrong about any of this.
How to handle: "Sometimes I'll get really technical on them to see if they know what I'm talking about," says Dan Olson, IT director at Farstad Oil Inc., a subsidiary of SPF Energy Inc. "If it's false bravado, they'll catch on pretty quick that they don't know what I'm talking about and have to concede that I do know more than they do."
Other IT help desk pros have locked down Know-It-Alls' computers so they can't do extensive damage, and still others say empathizing with the Know-It-All actually does the trick. After all, perhaps they're just trying to expand their knowledge. Whatever path you choose, IT managers advise, don't lose your temper -- which can be easier said than done with this type of user.
2. The Know-Nothing
We've all heard the joke about the clueless user who looks in vain for the "any" key when prompted by their computer to "hit any key." Unfortunately, that's no joke. Meet the Know-It-All's polar opposite, the Know-Nothing -- i.e., the person who knows so little about technology he requires handholding for even the simplest tasks.
These novice users demand a lot of attention and often require multiple visits for help, managers say. They're frequently unable to articulate problems on the phone or over e-mail.
Know-Nothings like routine and often appear terrified of change, and once they've learned a program or task, they're hard-pressed to adapt to a new or different way. Also, they get freaked out by things like unfamiliar icons or new tool bars.
How to handle: Here, too, a little empathy can go a long way, says Kenneth Lauderdale, a flight test engineer for the U.S. Navy who was formerly in a full-time IT support role and who now supports users in the Navy part time. Lauderdale says it's tough for IT pros to put themselves in the position of novice users, partly because you can't assume they have any level of technical proficiency whatever.
Agrees Olson: "It's hard for geeks to oversimplify things."
Mac Equipment's McCloud says he tries not to get frustrated with his less-experienced users but instead tries to empower them to learn about technology and not be afraid of their computers. "A good IT staff offers training, documents with screenshots and yes, holds hands" when need be, he says.
To build the confidence of novice users, one help desk manager at a Denver company created and archived hundreds of very simple training videos using Adobe System Inc.'s Captivate screen-capture software.
The Flash-based learning program uses screenshots, podcasting and animation to walk users through tasks such as inserting a table into a Word document, changing printer settings or using a particular PowerPoint feature. The IT department is constantly adding new tutorial videos as user needs' dictate, according to the manager, who asked not to be identified. Since implementing the videos last year, he said, help desk calls have been cut in half.
John O'Keefe, system support technician at Chicago-based Oxxford Clothes, agrees that screenshots and other visuals are very helpful when teaching users -- "I use very little written instruction," he says -- though he does caution that images used as teaching tools must be identical to what users will see in real-world use.
3. Mr. Entitlement
Often heard uttering the phrase, "Do you know who I am?" this particular user type comes in a variety of subspecies. It may be the CEO, who (let's face it) is genuinely entitled, or it may be a peon in marketing who thinks he's entitled simply because you're in customer service and he's, well, not.
The Entitlement twins are always on deadline with a super-important project, which means it's OK (in their minds, at least) to demand your immediate attention, ask you to skirt established procedures or call when you've got one foot out the door on Friday at 6 p.m.
How to handle: Delicately. All offices have politics, and users in a position of importance can make your life difficult until an issue is resolved.
When dealing with a senior executive, it's almost always in your best interest to drop what you're doing to fix a problem, support pros say; it's simply the smartest course given the reality of office hierarchies.
For those users sitting lower on the corporate totem pole, it's sometimes (stress sometimes) prudent to cater to their demands, provided the criticality of the situation is validated by the user's higher-ups.
Oxxford's O'Keefe, who has been in help desk support for more than two decades, says he sometimes encounters a particular breed of users who don't think it's their job to do things like run Windows updates when instructed to do so.
"How do I deal with them? It depends on how [bleeped] off I want to make everyone," he says, only partially kidding. If O'Keefe sucks it up and does the update for the user, he makes a mental note to be sure the favor is returned someday.
Either way, managers suggest you try to hold your tongue, even when the problems are of the users' own making. In such cases, the Denver help desk manager suggests, resist the urge to rub mistakes in anyone's face. "Instead of saying 'you did this wrong' and pointing out their mistakes, I cushion the blow by simply explaining what happened," he says.
4. The Finger-Pointer
Finger-Pointers never think (or at least, never admit) that they're in any way to blame for any of their problems -- you are.
When their systems are running slow, they assume that IT must have "done something to the server." Their lost or misplaced documents and forgotten passwords must be the help desk's fault. And yep, their misdirected print jobs and lost e-mail folders are all part of a vast IT conspiracy to mess up their workdays.
You know you've got a Finger-Pointer on your hands when you hear phrases like, "Everything was fine and then my system just blew up. What'd you guys do?"
How to handle: You can't win battles with a Finger-Pointer, so don't try, help desk staffers say. If they're bold enough to insist you're to blame when they know deep down that you're not, there's no way they'll back down in a public arena, or even privately.
Do not get sucked into a you-said, they-said argument with a Finger-Pointer. The U.S. Navy's Lauderdale says it's hard to help someone like that, but suggests neutrality, even if you might have to feign it. "I try to say something like, 'Yeah, this software stinks.'" His goal, he says, is to give Finger-Pointers the feeling that they're not singled out, that others users are having trouble with a particular program or task.
That said, it's equally important to help users understand that IT policies and procedures are in place to protect company data, and that users and help desk staff are, in the end, on the same side, managers say. Clearly stated policies and procedures should help calm the user, ease the blame game and, best of all, protect IT's reputation.
5. The Twentysomething Whiz Kid
This person has dozens of freeware applications on his computer, along with three IM clients and a passel of unauthorized open-source software, and he knows how to use a proxy Web site to bypass the company firewall.
He's the Twentysomething Whiz Kid, a cousin to the Know-It-All, except that the Whiz Kid actually does know something about technology. You can engage in technical debates with the Whiz Kid. He has an opinion on whether non-GPL software can be dynamically linked to GPL libraries. In his cubicle, he has a stuffed Tux, the Linux penguin mascot. And he's highly likely to be a gamer, dude.
How to handle: Is it possible to simultaneously embrace Whiz Kids' enthusiasm while keeping a lid on their technological adventures? You should try, managers advise. However cute and capable they may appear, don't allow them to run amok on your network. Left unchecked, they could inadvertently expose the company jewels.
Whiz Kids can actually be a help to you; other users might be willing to ask their advice first before placing a call to the help desk. Farstad Oil's Olson says he relies on his technically savvy users to help remote people he can't physically reach. "But you have to be careful not to push them beyond their limits. They can make a mistake," he warns.
The Dream User
To be sure, not all user archetypes are negative or troublesome. Today, help desk pros increasingly view their job as one of teaching, giving users confidence to solve their own problems, to experiment, and to try new things.
They don't simply fix a problem and walk away; they're giving users the knowledge to improve their productivity. Of course, the user has to be open and willing to embrace this teaching, which brings us to the Dream User.
You might think IT help desk pros would define their Dream User as the one they never hear from. But you'd be wrong. While our IT help desk experts may have slightly differing opinions on the more negative user archetypes they see, all were in agreement about the user of their dreams.
"If I never hear from someone, that probably means they're fighting through something that's ruining their productivity," says Olson. By contrast, one of his more experienced remote users called him after encountering an error message while replacing a video card. "She wanted to know why that happened. Her desire for knowledge really tickled me."
Lauderdale described his Dream User in similar terms. "It's someone who grows along with the help you give them. They take the knowledge you give them to solve one problem and are able to apply it to another problem."
"My favorite user is a proactive user," says the Denver help desk manager. "If people aren't calling, that probably means they're getting frustrated."
"My Dream User is someone who actually listens to what I say," says McCloud. "I don't mind if people call a lot. Ignorance is fine, but listen to what I'm telling you and follow through. Take notes if you have to, and don't be afraid. Be receptive and respectful as I've been to you."
There, it all comes down to human interaction. A productive help desk/user relationship is one in which technicians help users through problems not with technobabble but with patience and solid interpersonal skills. On the flip side, a user must be receptive to the help and willing to learn.
As McCloud says, a successful help desk technician actually likes helping people and doesn't mind getting his hands dirty.
Still, he couldn't resist throwing in one last jab. "My IT career improved a lot after I had kids. I listen to crying at both places."
Lisa DiCarlo is a freelance writer in Newton, Mass.
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