disagreeable, argumentative user

[shoalcreek]

We have some software which connects with our security system. It monitors who has entered each and every door with a key card. It also locks and unlocks our front door. The software runs on a Windows 2003 server and uses very little resources.

"Ruby" unlocks the door at 8am and locks it at 5pm. She's a major pain.

I've only been on this job for three months. During that time, I have observed many messes that were left by the previous network admin. I've been fixing them as I've found them.

After a while, Ruby began having problem with the security software. I later found that she was using remote desktop to access it, using an account called "door", and then running the software to unlock the doors. The problem was not the security software, but that remote desktop was locking up the whole machine. Rebooting is the only way to get the server working properly again.

I called up the software company. He wondered why we were doing that. I set it up so Ruby could access the security software directly without using Windows Remote Desktop.

Last Friday, I naturally hoped that the problem was solved.

But there is Ruby. Ruby called yesterday to say that she couldn't lock the doors at 5pm. I rebooted the server, and she ended up leaving about 15 minutes later than she wanted to leave.

This morning, I noticed that Ruby is again using Remote Desktop after I had specifically told her not to access the security software that way. In summary, I gave Ruby a way to access the software that does not lock up the server. She has decided to use a way that does lock up the server and then complains when the server locks up.

 

[Dollie]

You're administrator, take away the option of remote desktops, and if necessary, reduce her permission on the desktop to 'user' instead of admin. You can specifically deny her user permission to the RDC executable.

Remove all desktop shortcuts except for the software that you have specifically approved. If necessary, bone up on your corporate computer usage policies and remind her that she's bound by them. If you don't want to do this last part, take it to the HR department or your department manager.

And if you do it with a BIG SMILE, it'll be hard for her to get mad at you!

 

[shoalcreek]

I am going to do all that on Friday evening, after she leaves.

In ten years, this is the first time I have ever dealt with a user who wants to do a task the "broken" way. Every other time, a user has been happy to do something the non-broken way.

I'm turning off terminal services on the server temporarily. I am going to delete the Remote Desktop from her desktop.

This issue with the server locking up has been going for about six weeks. I finally have a fix. Then I get a totally uncooperative user.

Ultimately, I also blame the previous admin. I can't believe how many messes he left in the place. When I got here, for example, I found about a half dozen laptops that had been separated from their plugs.

 

[MasterRacker]

I would add to Dollie's advice by recommending you document everything you've told us here. I don't know about your overall work environment, but Ruby could try to go over your head, with a complaint. Having everything documented in advance will allow you to easily justify your actions even to someone who may value Ruby's opinion over yours. You have technical, not personal reasons for restricting access to the lock system and the documentation supports that.

_____
Jeff
[small][purple]It's never too early to begin preparing for [/purple]International Talk Like a Pirate Day
"The software I buy sucks, The software I write sucks. It's time to give up and have a beer..." - Me[/small]

 

[Dollie]

Every admin coming in after another one always finds a mess somewhere, but they never seem to warn you about the users themselves.

 

[Stella740pl]

In ten years, this is the first time I have ever dealt with a user who wants to do a task the "broken" way. Every other time, a user has been happy to do something the non-broken way.

I would say, it's not that she is uncooperative, she just doesn't completely understand the way she is supposed to do it, and doesn't want to admit it (and might turn even less cooperative and aggressive if you try to point that out). No one likes to look stupid. So she forgot/was not sure what she was supposed to do, so she did what she is used to do for quite some time.

Remove the offending Remote Desktop, and put the shortcut to the approved software in a prominent place (or a few of them at once). Give the shortcuts an explanatory name. Instruct her again on how to use it - step by step, slowly, but tactfully and politely, and yes, as Dolly said, "with a BIG SMILE". Put together a document with step-by-step instructions and screenshots, print it out, and, depending on its size, either laminate it, put in a clear sheet protector(s), or in a binder. Show her what's inside and leave it on her desk. Again, with a big smile and very tactfully.

It seems to me, that way the problem will go away.

 

[EdwardMartinIII]

Most problems of this sort go away when the other person is not given the role of villain.

Edward

"Cut a hole in the door. Hang a flap. Criminy, why didn't I think of this earlier?!" -- inventor of the cat door

 

[benlinkknilneb]

I agree with Edward.

Hanlon’s Razor: Never attribute to malice that which can be adequately explained by stupidity.

One thing I've learned over the last year is that when you're in charge of IT, one of your responsibilities is often computer training. Rather than thinking she's out to cause problems, realize that she probably sees that computer as a magical box. She knows how to do things one way, it's never occurred to her there are other ways to do it.

When the only tool you have is a hammer, everything starts to look like a nail.

Ben
The ships hung in the sky in much the same way that bricks don't. - Douglas Adams

 

[Dollie]

realize that she probably sees that computer as a magical box.

My favorite sign hanging above my desk:

Computers are wondrous and magical things
Therefore,
We will always have jobs.

 

[rosieb]

Hmm, if I'm reading this correctly, you gave Ruby a new way to handle the door locking, then the "new system" (as SHE saw it) held her up for 15 mins, so she went back to the "old system".

Can you not sit down with her for 15 mins and explain what you are doing, and why? Then take her Remote Desktop access away!

Rosie
"It doesn't matter how beautiful your theory is, it doesn't matter how smart you are. If it doesn't agree with experiment, it's wrong." Richard Feynman

 

[Dollie]

So how did things go shoalcreek?

 

[CajunCenturion]

shoalcreek - I'm a little concerned about your situation.

On May 21, you announced that you were on the fourth day of a new job, but were complaining about not having a window.
On Jun 17, you were dissing your users as suckers because they wanted a color printer.
Now, on Jun 26, it's Ruby, a "disagreeable, argumentative user".

I hope you appreciate that it's with the best intentions that I share that old adage, "You catch more flies with honey than with vinegar."



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[Stella740pl]

CajunCenturion,

While not disagreeing with you, just wanted to make a little correction.
The threads you are referring to were started on March 31 (the no-window one) and April 21 (the one with the printers).


shoalcreek,

Like Dolly, I am also interested to know how did the things go.

 

[shoalcreek]

Actually, it's all went quite well.

 

[KornGeek]

I hope you appreciate that it's with the best intentions that I share that old adage, "You catch more flies with honey than with vinegar."

Actually, you can catch the most with a dead squirrel.
(Bonus points if you know, without searching, where this line comes from.)

 

[Dollie]

KornGeek, I'd love to just scream NORM!!!!! right now, but alas, I have to answer that it was Woodrow Tiberius Boyd

Norm always had the greatest lines, but Woody had some pretty good ones too, usually about Hanover.

OK so I was an addict!

 

[shoalcreek]

Who are three people who have never been in my kitchen?"

 

[KornGeek]

<sidetrack>
Woody: Beer, Mr. Peterson?
Norm: Isn't it a little early, Woody?
Woody: Early for a beer?
Norm: No, early for a stupid question.
</sidetrack>

 

[shoalcreek]

Rebecca: So did you get a chance to see Carla's babies?
Sam: We sure did. They are two of the cutest little guys you have ever seen.
Rebecca: Who do they look like Carla or Eddie.
Woody: Well they're twins. They kinda' look like each other.

 

[Dollie]

Anyone: How's it going Mr. Peterson?
Norm: It's a dog eat dog world, and I'm wearing milkbone underwear.


The problem is that in our dog-eat-dog IT world, the above is true 99% of the time, and the users think we're chew toys.