Learning Computers is like learning another language, we need to understand that it’s all French to our non IT savvy staff
When I was growing up and going through school I was given the opportunity to begin learning some languages other than my native English. My Primary School started a Japanese program when I was in about grade 3, and at High School we were given the choice of Indonesian or French, I chose French. I retain some knowledge of both these languages, occasionally visiting the French Baguette joint down the road and offering a friendly ‘merci’ to the owner as I’m handed a Roast Beef baguette or attempting to recall a few phrases of Japanese when ordering at a local restaurant. These attempts, when made, are met with smiles and friendly encouragement no matter how poorly executed my attempt. I never fully immersed myself into these languages and never really pursued them after my schooling, something I regret and something I would love to revisit in the future. The thing I did immerse myself in was computers. I learnt how to interact with them, learnt what a computer was and wasn’t expecting as input, and I learnt to code. Effectively I learnt how to communicate with computers and how to work out what they were trying to ‘say’ back to me. I think many in the IT field will be able to relate.
Often I think we fail to appreciate that we have effectively taught ourselves a new language, and have become very fluent in this communication method. We equally fail to recognise that others haven’t devoted the time and effort that it takes to learn a new language when it comes to communicating with our digital counterparts. It’s not that those you provide support for or interact with are any less smart or knowledgeable that you, it may just be that their talents lay in different fields than your own. I also suspect that they have been subjugated to years of prejudice from IT who are too quick to judge, fix the problem in a whirlwind, and head back to their domain to tell everyone else on the IT team how they don’t know how people can survive not knowing how to print colour when the default (imposed by IT policy) is set to mono. Just like a new language, knowledge of computers takes time, effort and friendly encouragement. We shouldn’t horde our knowledge and only impart it to those we deem worthy, but should encourage all under our care to learn (at their own pace) how to better interact with the digital world, to empower users to self service their issues, and always be there as a teacher, guide, mentor, and interpreter.
I’m sure the folks at the local Japanese restaurant have a good chuckle once I’ve taken my order and left their establishment, but do they make me feel bad for trying, do they lord there mastery of their language over me, do they make me feel judged, uncomfortable, like I know nothing, or that I should just give up and leave their language to them? No. And we, as Guardians of IT, shouldn’t either.
Do you educate staff on IT issues, provide self help resources, or provide education when closing off HelpDesk tickets? What have you found most useful in providing greater uptake of user knowledge and make your IT team more approachable to your users? I’m keen to hear your successes and failures, comment below.
