Sun, 02 Jan 2005
An Open Letter from one Administrator to Users Everywhere
Help Me Help You
I have been a network administrator for many years. It has been said that administration is hours of boredom interrupted by moments of sheer panic. Through the highs and lows of this existence there is one constant: answering user requests.
Accounting for a large part of my day, users requests can be both rewarding and frustrating. Users, I know your computer can infuriate you at times. I feel for you. I want to help you. I want you to learn how the computer can make your day to day work easier. Unfortunately, I cannot help you unless you are willing to help yourselves.
By far, the most valuable commodity in the business world is time. You want your computer to save you time. As I sit at your desk I tell you: "Outlook would run much better for you if you would delete all of your unwanted mail. Your pst file is too large."
"I don't have time to read them all and I may need one later. I have to keep them all, just in case."
You tell me that you cannot afford to spend time performing preventive maintenance on your computer. Instead, you spend time waiting for me to repair your computer.
Let me put it to you this way:
You will spend a finite amount of time each month either maintaining your computer or waiting for me to repair it.
Many think I'm ranting and tend to ignore me. Ask other computer support personnel. They will tell you the same thing. I want to help you. I can show you how to prevent many problems from occurring. Heed me and I guarantee you will have more time to do your work.
Information is at least as valuable as time. For without information how will you know how to spend your time? Information is as important to me as it is to you. Too often my inbox is filled with vague support requests with little or no information. Then I have to waste your time asking you for the information I need. I have to ask you to repeat your problem and write down the error. Give me all the information in the first request. Tell me exactly what you would like to accomplish. Often your goal is more important than the steps you have followed. Given your goal, I may be able to show you how to cut steps and save time in ways you would have never imagined. Regularly, I supply you with information. I write FAQs and HowTos on the company support site. I send emails offering advice to those who may need it.
"My disk is full and now Windows has stopped working." You say.
"Did you read the section on the support site about keeping your computer running smoothly? There is a section at the end about keeping empty space on your hard drive." I ask.
"No." Is the usual reply in my experience.
Read the documents I provide for you, I beg you. If you had read them and followed my advice, quite often you would not have had to contact me in the first place. You would not have had to waste your time. I do not wish to hide knowledge from you. I will tell you all that I know. Just ask!
That computer on your desk is expensive. You owe it to yourself to learn how and why it works in order to get a good return on your investment. You will be happier in the end. I promise.