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Unveiling IT Mysteries: Insights for Better Communication

davin avatar
davin
43 diapositives · 523 Views · Sep 11, 2014

Gain valuable insights into the world of IT, learn how to communicate effectively with IT professionals, report problems accurately, and understand basic IT troubleshooting concepts. Discover what IT professionals want you to know for smoother interactions.

#unveiling it mysteries: insights for better communication #unveiling it mysteries: insights for better communication ppt #powerpoint #presentation
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  1. Behind the Secret Identities:What Your Tech Wants You to Know Laura Solomon, MCIW, MLS Ohio Public Library Information Network (OPLIN) laura@oplin.org

  2. 1.Assumptions=problems

  3. Not all IT people are the same.No, really, this matters.

  4. We make it look easy, but…

  5. Real life IT

  6. It’s not new & shiny

  7. It’s not always what you think it is

  8. Image from http://day1of1.wordpress.com/2010/11/28/it-is-what-it-is/

  9. 2.Communicating with us

  10. Understand that we’re jugglers

  11. Just answer them…please?

  12. No, you’re not stupid

  13. Ask & Pass

  14. Read. Read. READ.

  15. 3.Reporting Problems

  16. From Hitchhiker’s Guide to the Galaxy

  17. Respect channels

  18. “The computer is down!” • The ILS software temporarily lost network connection • A workstation lost network connection • All workstations lost network connection • A workstation will not boot • An unexplained message appeared on a workstation • A given website will not load • Someone has disconnected the display from the workstation, or almost any other possible occurrence.

  19. “Take the time to explain your problem. If your explanation is one sentence, it’s probably not enough.” --IT guy at Stanford University

  20. A picture is priceless

  21. What to include? • Tell the truth • Is it reproducible? • What happens if you try another computer or browser? • Screenshot and/or actual text of error message • Don't just say it's broken, say HOW it's broken

  22. 4.How to Think Like an IT Person

  23. ????

  24. + + FTW FTW

  25. Understand dependencies If “A” doesn’t work, then “B” probably won’t, either. A B

  26. Simple things count • Check power, cables and paper • Is the computer frozen, or just the program? • Recognize that printing directly from the Web or from an email is often a losing proposition

  27. reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot reboot

  28. 5.StoriesFrom theField

  29. Me: Hi what’s you problem? Caller: my computer is giving me an error. Me: Okay, what’s the error message say? Caller: I don’t know I just clicked OK and it went away. Me:……………………………..?

  30. “I was once instructed to refer to the computer as a monitor and the monitor as a computer in order to suit the outlook of a particular co-worker. “

  31. Printer pickle

  32. Not always about the tech

  33. 4 surefire ways to annoy IT staff

  34. 1. Staring at plugs

  35. 2. Making us play Sherlock

  36. 3. Exaggerating vs.

  37. 4. Anecdotes

  38. Reporting matters. A lot.

  39. YOU *are* a tech

  40. We are not the enemy

  41. http://www.twitter.com/laurasolomon http://www.linkedin.com/in/laurasolomon laura@oplin.org http://www.meanlaura.com http://www.slideshare.net/laurasolomon Thank you!