Unveiling IT Mysteries: Insights for Better Communication

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.

5. We make it look easy, but…

6. Real life IT

7. It’s not new & shiny

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

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

10. 2.Communicating with us

11. Understand that we’re jugglers

12. Just answer them…please?

13. No, you’re not stupid

14. Ask & Pass

15. Read. Read. READ.

16. 3.Reporting Problems

17. From Hitchhiker’s Guide to the Galaxy

18. Respect channels

19. “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.

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

21. A picture is priceless

22. 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

23. 4.How to Think Like an IT Person

24. ????

25. + + FTW FTW

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

27. 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

28. 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

29. 5.StoriesFrom theField

30. 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:……………………………..?

31. “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. “

32. Printer pickle

33. Not always about the tech

34. 4 surefire ways to annoy IT staff

35. 1. Staring at plugs

36. 2. Making us play Sherlock

37. 3. Exaggerating vs.

38. 4. Anecdotes

40. Reporting matters. A lot.

41. YOU *are* a tech

42. We are not the enemy

43. 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!