Today while working I noticed that I was starting to drift into the “stupid users!” thoughts. What causes us to do this? Yes I understand that you may not know how to reboot your system, although the methods haven’t changed much in the last decade or so, but that’s not the point. We as IT Professionals can start to run down this path of “Well what do you mean you don’t know how to configure your local firewall!? It’s on your computer!” Many times we work inside of a larger organization who’s main business is something other than IT. You’re going to be dealing with people who are very smart in what they know. They may be someone who is a banker, or a doctor, or a lawyer. They are very good at determining what is going on in their profession. What they are not proficient at is knowing how configuration files should look, or how to write a batch script, or why when they go to a website all of the sudden you want to reload their computer.
All they know is that something inside the box you gave them is holding up their work. They want it fixed and they want it fixed now. You getting frustrated at them is not going to make them any happier. Now I don’t want anyone to get the wrong idea, because after working on the helpless desk for over five years I know that sometimes you can’t just keep taking the beating they’re giving to you. The idea is to get them working, off the phone, and out of your life as fast as possible. You may not know how to fight a court case, underwrite an insurance policy, or treat a patient, but they do. If you can work together and get the problem solved faster it’s going to go a lot easier on everyone.
Let’s all try to stop calling them “stupid users” and maybe they’ll stop calling us “stupid IT”.