Technology Pointe Blog

Technology Pointe has been serving the Round Rock area since 2000, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses.

Making techies out of non-technical people

One of the biggest stresses for IT is supporting non-technical people. Not people that are not in IT, but people who have the exact same problem again and again, forget their passwords every week, and are using a 4 year old cell phone because they don't want to learn the newest kind (hi mom!)


One of the biggest stresses for IT is supporting non-technical people. Not people that are not in IT, but people who have the exact same problem again and again, forget their passwords every week, and are using a 4 year old cell phone because they don't want to learn the newest kind (hi mom!)

The thing about these people is that once you get them onboard and working well, they are your biggest champions, whether its for your department or the new technology you are trying to roll out. The downside is that the only way to make it a win is spending a lot of one-on-one time.

The first thing you need to do is find somebody to work with them. This person needs to be friendly, patient and very knowledgeable. They also need to be a great teacher, this is key. There is a difference between someone being able to show something versus truly teaching it. This person needs to be ready to spend a lot of time up front and be available in the near term to answer any questions. These types of users tend to be the kind who don't like calling an anonymous support team, so once they have a level of familiarity with one specific person, they are going to want to work with them specifically if possible. Leverage that comfort to help get them using the new tech.

Next, you have to be able to explain how it will benefit them - saving time, finding and saving things easier, or eliminating steps in their workload. If there is no value to someone, they are not going to see any point in spending time to use it. This is one of the biggest points of failure, "because management said so" is the quickest way to make people dig in their heels and try not to use it. For example, with our document management product M-Files, there are a ton of customizations available to make sure that you can get to the files you need in just a few clicks. We have unprecedented success with users liking M-Files because we spend time working with them to customize M-Files to their needs.

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Monday, 29 May 2017

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