On User Education
One thing I’ve encountered at every tech support job I’ve had are users that are afraid of their computers. I liken this to driving to a location you’ve never been before in the dark without a map. You’re either going to drive slowly so you don’t miss your destination or drive fast to cover up your nervousness. While the first approach is preferable, it is also inefficient. It would better to look up directions and become familiar with a map of the area before you begin your trip. This is the approach I take to user training.
There are several things every computer user should know. Here’s a partial list, in no particular order:
- The ‘why’ of strong passwords.
- How to easily use strong passwords.
- The difference between logging off, rebooting, and shutting down.
- The difference between programs and data.
- How to map a network printer.
- How to map a network drive.
- Proper terminology - Computers are not ‘hard drives’ or ‘CPUs’.
- The difference between memory and storage.
- How to handle hung applications.
- The importance of error and warning messages.
By learning these things, all of which can be easily taught in 30 minutes or less, users become more confident, more productive, and, because they’re better equipped to explain problems clearly, trouble tickets can be closed more quickly.
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