To what extent do you learn the software your users are using?

[Kjonnnn]

Some of the software here is very specialized and used by only one or two people.

But in one instance here, we are having problems with software, not because its not installed correctly or the sofware itself isnt working, but because the user hasnt taken the time to learn to use the software. She's knows how to click a few buttons, but thats it. So now there are "rumblings" that they may wanna send ME (tech support) to training, and have me train her. Im having a problem with this. I think since since she's using the software, and its her job to use it, she should be the one getting trained on it. This training would be for users, not on how to confure it.

 

[xjlkx]

Well, where I work, IT is responsible for being sorta the rosetta stone for software. We need to know how to configure, troubleshoot, and use everything that end users use.

While you may not see the need to learn this software, it seems that your superiors think differently. I'd look at it this way - its just another notch in your belt. Would it really be so horrible to be the only person there who knows how to use it? Sounds like an opportunity for leverage to me....

 

[sleipnir214]

If it really is true that information is power, xjlkx's leveraging observation is a valid one.

Want the best answers? Ask the best questions:

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TANSTAAFL!

 

[Kjonnnn]

But as a matter of policy, where is the responsibility of the user to learn the software they have to use everyday. Me being the only knowing the software doesnt put me at an advantage because it doesnt equate to dollars. It just means she gonna try to get me to do her job. If she'd just read the manual... she'd clear up half her problems.

There are other things Id rather learn concerning our network and programming that would benefit the company as a whole that would fall under my responsibilities.

 

[Kjonnnn]

Don't get me wrong, I've learned how to configure it and get to communicate with outside vendors. But as busy as I am, I dont seen the need to learn something that the user should be learning. At some point, the user has some responsibility from my perspective.

We have other specialized software, where the users have read the books or taken the classes to learn how to use the software. If they have a problem, they can communicate to me what it is or is not doing.

This other user has never done so. Requests made by her boss is responded to with "it doesnt work." well, it does work, she just doesnt know how to do it. I even printed out the section for her to learn to do what she needs to do, but she wont.

She's able to charm her way out of it.

 

[flapeyre]

Kjonnnn:

This person's supervisor needs to address the issue as to why she cannot/will not learn to do her job (knowing the software is part of her job, after all). You write the programs; users are the ones that use them. Apparently, your user is unclear on the concept.

You may have to just be "busy with other things" when this user calls you. A phone with Caller ID is helpful in that regard.

If you have a help desk, invoke the rule that all requests for assistance are required to go through them. Over here, that's the hard-and-fast rule for all IS matters - call the help desk first. The help desk is separate from the training department, but they do refer "user untrained" issues to management, who relays the concern to the user's supervisor.

We once had a (very remote) user from out of the country who came to town once for some training. He managed to get hold of a confidential phone list with the entire IS department's home and cell numbers, and he started calling me at home for some problems. I had to enlist management's aid to make him "forget" my home number (which was non-published; i.e., nobody but the phone company will give it out).




"When once you have tasted flight, you will forever walk the Earth with your eyes turned skyward, for here you have been, and there you will always long to return."

--Leonardo da Vinci

 

[Kjonnnn]

Good advice. We're a 2 man IT operation here. My boss handles the mainframe, i do the computer issues, so im the helpdesk, troubleshooter, cable runner, yada yada yada.

 

[flapeyre]

Kjonnn:

Well, I guess that leaves you little recourse other than trying to work through management. Maybe her manager is more receptive to learning the software, and he/she can train this person for you (or at least designate somebody else to help). But you need relief from this user.

Have your boss talk to her boss.


"When once you have tasted flight, you will forever walk the Earth with your eyes turned skyward, for here you have been, and there you will always long to return."

--Leonardo da Vinci