Do you get frustrated when a user asks a question or has a problem with the system that he could have figured out himself or should have known the answer to? It seems that if the problem is our fault or the system’s fault then we are OK to work on it, but if it is just user error, we get frustrated. We shouldn’t be!
This week I got several calls about issues in our system that were not system problems. They were things that our users just didn’t know about or understand. It did take me some time to research each issue and I did have other things I needed to do, but there is really no reason for me to be frustrated with the user. I am glad (most of the time) that they ask for help and that I can help and solve a problem for them and have the chance to improve our system.
In some cases the cause of the user issue is really a result of bad design, lack of good documentation or training. It is not the users’ fault, it just seems that way. So I try to take the opportunity to note where we could make improvements so they (or anyone else) won’t have the issue again.
In some cases the user just doesn’t know. They forgot. They didn’t take the time to find the answer on their own or they didn’t know where to look. In those cases, after we solve the issue, I try to take the opportunity to educate them and point them to where they might find the answer the next time.
In some cases, if they didn’t ask they might do something to cause a bigger problem and that is never good. So be glad they ask before they make a bigger problem and make the experience one where they would ask you again.
When you get a question or a problem posed for you to work on, take it as a complement. If it turns out the person asking could or should have been able to solve it on his own, help him and then work to make sure the next time he can solve it on his own. That way you can solve the problem today for one person and solve it for tomorrow for all all your users.
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I like to solve problems with technology. In this blog, I'd like to share some of my ideas and also tell you about solutions I am currently working on. Welcome, and please share your own ideas with me by leaving a comment.
Not everyone calls when they are dealing with an error, particularly if they have to pay for the call. They find another download and move on. Goodbye.
These errors shouldn’t be thought of as problems that an individual has. Instead, take the stance that an individual is a member of a population. The whole population is having the problem. Solving that individual’s problem doesn’t take care of the population unless, you do it in an online forum post, or something like that.
These problems indicate a wider need for ongoing education. Write them up as newsletter entries or articles, and publish these on a regular basis.
Thanks for the great perspective. It is likely that if one person has the problem calls there are probalby a bunch that don’t. I also agree that making the result of the solution availbe in some way is important.