FAQ

[gbaughma]

I wrote this faq655-7172 in another group, but thought some folks here might enjoy reading / commenting on it.

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Just my 2¢

"What the captain doesn't realize is that we've secretly replaced his Dilithium Crystals with new Folger's Crystals."

--Greg

http://parallel.tzo.com

 

[edfair]

I pretty much have lived my professional life following your suggestions, Greg. I think that retaining several of my customers over 30 years, through several technology changes and multiple employers, would confirm it.

The only thing that I would add would be "All of this can be the most exciting stuff you can ever do. But remember that you have another life outside the job so pay at least equal attention to it."




Ed Fair
Give the wrong symptoms, get the wrong solutions.

 

[gbaughma]

Amen to that, Ed.

People are actually surprised when they ask what I do for fun, and I say "Camping, woodwork, music....." hehe


Just my 2¢

"What the captain doesn't realize is that we've secretly replaced his Dilithium Crystals with new Folger's Crystals."

--Greg

http://parallel.tzo.com

 

[hilfy]

I would add that a lot of this also applies when you're the client. I just had our account manager at a company that prints and mails letters for us comment that we (me in particular) were his easiest client to work with because:

1. We give them plenty of notice when we're going to need new work from the.
2. Because we give them plenty of notice, it gives both ends of the relationship the ability to be flexible and proactive if there are problems.
3. We are responsive to their requests for more information, sample files, etc.
4. If the process needs to change for some reason, we're willing to work with them to come up with the best solution for all of us.

It's not about being a push-over and letting folks walk all over us, but you definitely "catch more flies with honey".

-Dell

A computer only does what you actually told it to do - not what you thought you told it to do.

 

[Diancecht]

Well, I agree with a lot of the things you expose, but I must disagree in some others:

- IT professionals can perform a lot of tasks inside a company, not only system administration or periphericals installation. My point is: "just because I work in IT, I won't fix your computer"

- I think we sometimes must say what a user can and cannot do, and if twe think that guy doesn't need a printer, it's our job to deny that.

- Being an IT professional is compatible with being the customer

- We must understand businesses to deliver the right quality services

Cheers,
Dian

 

[gbaughma]

See, now I would totally disagree on point 2, Diancecht.

It's rarely the job of an IT person to deny users the tools they need to perform their job. It's rarely up to us to decide whether a user needs a printer, or they need to get up and walk to the next room / etc. to get their print jobs.

We need to be open to the user's desires, and listen to their reasoning for needing a printer.

Valid examples of why a user would need a printer:

1) I need color for presentations to the board.
2) I print confidential documents that shouldn't go to a shared network printer.
3) I have health reasons why I can't be running to a shared network printer all of the time.
4) I have specific forms (i.e. checks or pre-printed invoices that only THAT user uses)

See, there are many valid reasons why users would need their own printers.

Now, there are a couple scenarios to look at.

Scenario 1: As the IT person, I'm in charge of that budget. Perhaps I don't have a budget this year to get them their own printer; but I would tell the user that, and state that I would attempt to budget for it next year.

Scenario 2: I'm an IT person, not in charge of that budget. So, I would state the case to whoever IS in charge of that budget and ask them to make the decision.

Scenario 3: I'm the IT person, but that would be the user's budget. OK, that's not a problem. I pick the printer, they pay for it out of their budget.

I would never unilaterally just say "No, you can't have a printer". I would listen to the user's reasoning, look at the budget, and let either my boss or their boss make the decision. Even if I was the *DIRECTOR* of IT somewhere (a position that yes, I have been in), I would still take it up a level rather than be the obstacle who keeps the user from getting their work done (even if it's only a perceived thing by the user).

My response in the past has been something like "OK, you have a valid reason, but it's not in the budget at the moment. Let me talk to the owner/director/supervisor/budget manager/whoever and see if it's something they want to do right now."

At least THEN, you are on the side of the user. If their request is shot down, it wasn't by you trying to dictate what they need to do their job.

Make sense?


Just my 2¢

"What the captain doesn't realize is that we've secretly replaced his Dilithium Crystals with new Folger's Crystals."

--Greg

http://parallel.tzo.com

 

[Stella740pl]

Very frequently, the reason for wanting a printer is "I want it, it's nice and comfortable to have your own and not walk down the isle, and maybe - just maybe - I can occasionally print out a photo or two for my own needs, so I will make up a valid-sounding reason for having it and start believing it myself."

On the other hand, you response "OK, you have a valid reason, but it's not in the budget at the moment. Let me talk to the owner/director/supervisor/budget manager/whoever and see if it's something they want to do right now." is a great diplomatic dealing with the situation whether you think the reason is honestly valid or not so much.

If you have to deny a request for whatever the reason, it is always better to take it up a level or involve some other responsible parties. Then you are not a sole bad guy who wants take over the world and make all the decisions.

 

[Diancecht]

I think the printer was not the better example I could have chosen.

I was trying to say that sometimes the users hear or read something about IT and they want it. Sometimes our job (at least mine) involves some razionalization over all the "requirements" I get.

Some scenarios:

1.- No, you don't need a integration software that can parse web pages because we have access to a database with the same information

2.- No, you don't need the last shiny presentation software: some javascript adjustmens will do the trick

3.- No, you don't need to hire an army of consultants, just do your job and things will go better

Cheers,
Dian

 

[lionelhill]

You're not disagreeing about the ethics of being a good IT professional, you're disagreeing about your job descriptions.

If the company employs you to decide who needs a printer, do it. If the company employs you to support printers for those whose managers decide they deserve one, do that.

In most cases there is a middle way: IT staff advise management on what they ought to do, and management listen very carefully, balancing the information they receive from different sources