How to deal with users who won't help themselves?

[d-taylor]

Appologies as I wasn't sure what section to post this in.

 

We currently have one department of 2/3 users who call out IT Support for every little thing. They are easily the biggest user of the first line technicians time. Rather than remembering something he has shown them before, they just call him out for the same thing. We susspect a degree of laziness as well as incompetence.

We're not quite sure how to deal with this- we don't want to discourage people from reporting problems as we have had issues where people haven't reported (for example faulty computers and eventually there wern't enough working PC's in the suite for a class to use. The teacher then wondered when they were going to be fixed even though she hadn't reported any of them to us!)

 

We want to try and be as proffesional/ polite as possible with our users.

 

I was wondering how other IT departments deal with problem users? Comedy suggestions are welcome as well as serious ones!

[localzuk]

My suggestion is to implement a helpdesk and to keep track of the duplicate callouts via that. Then, when you have some evidence of it, take it to them and outline that you have identified that they are in need of some training. Train them on the problem (seperately to when they are actually having the issue, and would therefore be under pressure/stressed), and then if it repeats, take it to SMT outlining that this is happening.

[CyberDrac]

Build up an FAQ for each of their commonly repeated issues to save you retyping the advice each time, it may not cure them but it may make your life easier in dealing with them

 

Offer them dedicated training time outside of their normal working hours ... the offer of training usually makes them think twice ... don't know why.

[pete]

Second the training idea. Carrot first - offer it as a service to help them out and build confidence. Bring it up informally with their line manager as something to pursue in Dept meetings "anyone having problems / needing a hand with X can attend training sessions at time/date".

 

Here, the PFY is herding kids in one of the computer rooms at lunchtime and most of the kids self-herd these days, so there's usually 30mins/day of one-on-one training available during lunch hour.

 

Save the call metrics for the "stick" - i.e "PersonA is (compared to EquivalentPersons) a disproportionate time sink - can we see how we can fix that PersonA's Line Manager?"

[d-taylor]

Thanks for all your replies.

 

We do have the Spiceworks helpdesk system, and we have a few FAQ's, mainly with articles on Adobe CS3 and our internet connenction. Our first line guy is concerned because there is no search facility, as you build up the FAQ's they are less likely to use it, so there is some self help by emailing them the instructions and having them carry out the steps, but they are less likely to look for this information themselves.

 

So am I right in thinking you are suggesting if we offer them training and they are still causing issues, raise it with their line manager and have their line manager speak to them (which might make them think a bit more?)

 

Thanks,

 

Daniel

[Hightower]

Jump them up the pay scale a couple of times and give them more responsibility. Sounds like these 'problem users' are ideal management candidates.

[maniac]

A knowledge base works wonders - anything I get asked more than a few times gets a knowledge base article. Then when someone else, or the same person reports the same problem, I e-mail them directing them to the knowledge base article and add "if you've any further questions please let me know" at the end of the message.

 

Also, if they really do keep asking the same questions all the time, I would treat subsequent times after about the third as a lower priority than other calls, therefore making them wait just that bit longer for support. I think that's perfectally fair given the circumstances. I have done this in practise and it can work wonders as they suddenly reaslise you're not always immediately on hand to service their every need. Sometimes it's just plain old 'Fear of breaking it' that stops some users doing things on their own, but when left to their own devices for a bit, it's amazing how they can suddenty remember how to do it and usually get it right as well.

 

Mike.

[ICT_GUY]

Develop a very healthy sarcastic personality. I often switch equipment on for staff with a bow, a flourish and a quick exit.

[tmcd35]

Develop a very healthy sarcastic personality. I often switch equipment on for staff with a bow, a flourish and a quick exit.

 

Alas, meny people don't quiet get the sarcasm - or my wit for that matter. They just think I'm genuinly helpful. Oh-hum

[HodgeHi]

In my experience, the ones that can't do/don't bother with ICT usually are the ones that don't attend the training sessions either.

 

+ 1 also for the help-desk FAQs.

 

I would also like to put out there the possibility of video podcasts /video training material done in-house. This way then the user doesn't have to worry about if he/she understands what you are saying in the guides. More work yes, but maybe a better pay-off. I don't know.

 

This is the next thing on my to-do list after the help-desk v2.0 implementation.

[pete]

So am I right in thinking you are suggesting if we offer them training and they are still causing issues, raise it with their line manager and have their line manager speak to them (which might make them think a bit more?)

 

Ish. I try to get the line manager to initiate it from a "have you thought about $training_session" perspective, rather than a "Pete says you need training with X". It's polite to give the line manager a heads-up so they know what's going on. Your desired end results are: a) improve their confidence levels / get the basics down. b) less of a drain on finite resources and c) as light a touch as possible so as to avoid them digging their heels in.

 

Some people need a lot more hand-holding, while others just need a kick up the backside and their line manager will have a good idea which way to lean on a per-person basis.

[tarquel]

Perhaps they can be told (re: forced) into doing some "how to use a computer" type of training course locally, or even knock up some common issues self help guides so that they can follow. I know I've done that before.... hell... i still do

 

Failing that, get their and/or your manager involved. Its the only other way I'm afraid. Especially if its a case of "oh, I cant be bothered to do what he tells me" kind of attitude. It certaily wouldnt be acceptable the other way around i wager

 

Good luck.

Nath

[ticker]

Dep head who we have to every time go and help set up and run a DVD, i think after reading this i am going to raise it with my line manager as both me and the other techy have shown him other staff even students and he still asks i think its a degree of laziness.

[penfold]

Also, if they really do keep asking the same questions all the time, I would treat subsequent times after about the third as a lower priority than other calls, therefore making them wait just that bit longer for support. I think that's perfectally fair given the circumstances. I have done this in practise and it can work wonders as they suddenly reaslise you're not always immediately on hand to service their every need. Sometimes it's just plain old 'Fear of breaking it' that stops some users doing things on their own, but when left to their own devices for a bit, it's amazing how they can suddenty remember how to do it and usually get it right as well.

 

Mike.

 

I'll second that. If I have shown people how to do things several times and they still report a problem, I have in the past told them I was in the middle of something and I would be down as soon as possible. Usually this is enough to prompt them into trying things for themselves.

[buzzard]

Agree with all the above, dealing with the issue is a must in whatever way fits in best for your situation, we do publish department stats monthly on our intranet for staff, so if it is one department they'll quickly see they're hogging the workforce

[36Degrees]

Certainly feel your pain with this one and unfortunately, if your staff are anything like certain ones here, you may as well go and bash your head against a brick wall.

 

To date, with various systems, we have:

 

• run CPD sessions, which had a very poor level of attendance
  
• done full training on INSET days to small groups
  
• carried out one-to-one at a convenient time for the individual
  
• arranged one-to-one training which the individual doesn't turn up for
  
• produced "cheat sheets" on how to troubleshoot and solve simple problems
  
• produced colour, laminated guides for every member of staff on how to do something and carry out simple troubleshooting
  
• emailed a list of things to check first which they say they have done, yet when you arrive the power is off, switch in wrong setting, etc.
  
• told them on the phone to check something which they then swear is as you said it should be, only to find after walking the length of school that they didn't actually check it
  
• Put "how to" guides on the system and emailed all members of staff several times, telling them where the guides are
  

 

Now we just realise with certain people there's no hope (the previous head actually tried to train one member of staff to show them how easy it is without success!) All we do thereafter is deal with the issue but if there is a lot of other things going on at the time they are lower down on the priority list than they would normally be.

[penfold]

@36Degrees - thats all you can do really, there are always going to be people who aren't interested in helping themselves (lazy) and find it much easier to get someone else to do it(especially when they see you there as their help). However, if you do what you have said there, it means you are acting professionaly and done everything you possibly can (and it's documented), if any member of staff still has problems then their job gets a lower priority. It saves you getting frustrated by people who refuse to do anything themselves, and covers you should anyone complain about work not being done.

[36Degrees]

Thanks penfold but it still means I get frustrated, especially as I then see it that I am the only one putting any effort in. I'm sure if one of their pupils were as bad they would be constantly berated for laziness, etc. Still, "c'est la guerre"!

[sted]

Thanks penfold but it still means I get frustrated, especially as I then see it that I am the only one putting any effort in. I'm sure if one of their pupils were as bad they would be constantly berated for laziness, etc. Still, "c'est la guerre"!

 

issue termly reports like teachers do with comments like x dosent pay attention in class and repeatedly ignores instructions

[36Degrees]

issue termly reports like teachers do with comments like x dosent pay attention in class and repeatedly ignores instructions

 

Can I also leave it until the night before the reports are due to actually start doing them and blame the ICT Support department for the fact that I can't access the system from home, despite the fact that yet again I haven't followed the instructions on how to do so?

 

Why do I get the feeling we're going around in ever decreasing circles?

[sted]

Can I also leave it until the night before the reports are due to actually start doing them and blame the ICT Support department for the fact that I can't access the system from home, despite the fact that yet again I haven't followed the instructions on how to do so?

 

Why do I get the feeling we're going around in ever decreasing circles?

 

because in life sometimes you just cant win

[klingklang]

because in life sometimes you just cant win

 

I think most teachers need a dose of the real life outside school. Try working a 12 hour nightshift for a few years..

[HodgeHi]

I just been having a think about this. What about the VLE? If you have a VLE system available to your School, perhaps you could set up your own class ICT Support and development. You could enrol all of the staff and setup up guides and videos on how to do common things. And then when you common questions coming in to the help-desk, a new assignment for staff to work through could be created.

 

This data could also be assessed potentially of the assignments are done correctly. This could lead you to find people that need more of a 1-1 training session. Again a bit more work but might be an interesting way of doing it. I for one will be looking into this method. We don't have to pay for staff access to the VLE. Your's may be the same.

[penfold]

I just been having a think about this. What about the VLE? If you have a VLE system available to your School, perhaps you could set up your own class ICT Support and development. You could enrol all of the staff and setup up guides and videos on how to do common things. And then when you common questions coming in to the help-desk, a new assignment for staff to work through could be created.

 

This data could also be assessed potentially of the assignments are done correctly. This could lead you to find people that need more of a 1-1 training session. Again a bit more work but might be an interesting way of doing it. I for one will be looking into this method. We don't have to pay for staff access to the VLE. Your's may be the same.

 

Let us know how you get on with this please?

 

Personally I cant see it working, most of the teachers I see dont want to do most of the admin stuff they have to do now, so it's unlikely that they will use your resources and do an assignment. Generally people break down into 2 categories, those that want to learn and those who cant be bothered. Those that want to learn will do it regardless as they see it as a way to improve their skills and how they perform their job(this may be either through reading & trial and error, or by asking for advice). The second group of people cant be bothered and see other members of staff as people who are there to do other menial tasks for them.

 

Once you have identified what type of person you are dealing with, it is much easier to distance yourself and help those who actually want help NOT those who want you to do the work for them. Unfortunately sometimes, it just feels like a complete waste of your time.

 

I do like the fact that you could monitor staff skills regarding IT and produce worksheets or highlight areas for CPD

[HodgeHi]

I would try to kill 2 birds with 1 stone as it were. Since our VLE is relatively new and is yet to be fully implemented. I could in theory use this as a way for staff to see the benefits of the VLE and also get used to how it functions/works. They then get familiar with the VLE from a pupil point of view but also hopefully will get into this way of working/training looking for solutions. Obviously if its a network issue then I would be on hand

 

If I manage to get it off the ground I will let you all know how the staff feel about it and it's usage.