IT folks are traditionally the most under-appreciated people in an organization. Everyone seems to want to complain about the systems that we put out when more often than not, it's a lack of understanding of the system or an unwillingness to respond to requests for input that made the system that way. Due to budget and timing constraints, we can't spend our days chasing down users who we've asked to provide input on the new system but have refused to provide it. However, it HURTS when those same users turn around and tell everyone how much the system sucks. Moreover, 90% of the "problems" that are created are the direct result of someone not listening or reading the training materials provided. All last summer, I was catering to ONE SCHOOL who wouldn't be able to find their way out of a paper bag if you drew an arrow. I kid you not, I got at least 3 phone calls a day for a month with the same exact question. They clearly weren't listening. I'd call back or drive out there to help on my way home (after working for 8 hours!!), walk them through it, and instead of going "Ok, you walked me through the first two. I think I got it," they would make me stand there while they went through 25 kids the exact same way (and this takes a least an hour) with the same questions being asked at the same points and clearly no learning going on. Then, at the end of the session, they would go, "So when are you ever going to publish a manual?" When I told her that I would do it as soon as I stopped getting 25 calls a week, she accused me of being "unhelpful" and "mean." Un-freakin-believable.
If you want your IT department to respond positively, seriously, follow these steps...
1) Look online for help materials and read what's out there before calling. If you don't understand it, at least acknowledge that you've read it and ask specific questions. If we get enough questions, we can change the help materials, but we'd like to know that we've put out there has been looked at.
2) When you call, have a smile in your voice or sound desperate. We know you're frustrated, but we'd rather help a user who sounds nice than be yelled at.
3) Say please and thank you!!!! We're people, not your personal slaves. You'd be amazed how much this doesn't happen.
4) Don't tell us that our system sucks...ask politely for changes. You'd hate your boss to tell you that your work sucks...why wouldn't we feel any differently?
5) If you're a girl and you get an IT guy on the phone, flirt a little. Just trust me on that one.
6) If you must leave a message, please leave a message that gives a little information about what you're calling about. "Call me back" (note the lack of a please too!) doesn't get you nearly as far as "I did X and the system blew up. Can you please call ASAP??" does. More importantly, please give us a little time to call back. One user I have loves to call and then send an email to my boss if I don't call back within 5 minutes. Yes, I'm serious.
7) We need specifics. As soon as something happens, write down WHAT YOU WERE DOING WHEN IT HAPPENED. If you pressed a button, we need to know that. If you did something you shouldn't have been doing, DON'T TRY TO HIDE IT!! We can probably get you out of the mess, but you need to tell us what you did to get yourself in the situation. This is a time to be completely honest. Also, if you're in a database, let us know what record you were working with...sometimes someone has done something to that specific record and it's the only one that's acting weird.
8) Know what you're asking for. I answered a specific question for one user and then she called my boss's boss to complain that I didn't answer her question correctly. When I was getting in trouble with my boss, it turned out the question had changed. If you get the question answered and it's not what you wanted, it's not the fault of the IT person who didn't answer the question you didn't ask.
9) Learn the hours of your favorite IT person and respect those hours. I work from 6-2, so it's really frustrating to get a call at 1:59 with a question that could wait until the next day. If it's an emergency, by all means, please call. I'll stay as long as you need me to to help. However, if you just want to know how to do something that you don't have to do until next week or request changes to the system (or are calling to tell me that my system sucks!), please save it for another day. Leaving for the day after hearing that your work is terrible is downright depressing.
10) When you call with a question about the system, and it's possible to get in, please be in the system before calling. It saves time on the call if you're ready.
Following all of these simple steps will help you get a better response from your helpful and nice IT department.
