June 23, 2004
The problem *is* end users
NW Compendium has an funny little tidbit, The problem with end users, which quotes one IT person's troubles with end users:
'Didn't you read my e-mail about the virus that is propagating within our network and my warning not to open any attachments that you where not specifically expecting?'
'I did.' he replied. 'But I wanted to see what the document was.'
My experience is a little different. It seems to be all I can do to get my end users to read my emails. If I send a warning email about some new email virus, within hours someone (actually usually about 5-8 someones) will forward me the exact virus I warned about and ask, "Should I open this?" I usually just re-forward my previous email. Sometimes they seek me out at my desk and describe the suspicious email to me, so I'll say nicely, "Oh yeah, I emailed everyone about that this morning, did you happen to catch that email?"
"Oh, uh, yeah, I just sort of skimmed it though, I didn't have time to read it."
Uh-huh. C'mon! I know people don't like to read, so I send short, succinct warnings, maybe one every other month, tops. You don't have time to read that? But you do have time to walk half-way across the building and waste my time? Just keep smiling. Remember, IT is essentially a customer service job. "Oh, well, just go ahead and delete that virus email. And I'll forward you my earlier message again, just to be sure you have it."
I know. Stop complaining. At least my end users are over-cautious rather than over-curious.
Posted by David at June 23, 2004 12:30 PM | Edit