I'm often "on call" to help people in the library, which means that I regularly get computer questions. If there appears to be a real technology problem, I have a simple system for fixing things: first, you figure out what the person is trying to do, then you restart the equipment and try again. If that doesn't work, you see if there is another way to accomplish the same task without doing whatever causes the error. If there is a major problem, I call the real tech support people.
In many (most?) cases, I need to help the user rather than the computer. This is particularly true of older computer users. Although the computer usually gets the blame, sometimes the user needs a bit more education to find the resource they want or utilize a program. As often as not, the user is just plain afraid of the computer and what it might do next. The computer is a mysterious box that has the power to prevent them from typing their essays, getting messages from their professors, or printing out directions to their dentist appointments.
What do I do to help users through their fear? It's sort of similar to the way our childhood monsters vanished when our mothers entered the room. Undaunted, I smile and walk over to the computer. I tell the computer to mind, and ask the user to tell me what he or she needs to accomplish. As friendly information professionals, we make computers less scary simply by offering our support.
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Though I would not consider myself to be on the "older" side of the computer user spectrum, I am still often a bit fearful when trying out something new on my computer and often just having someone nearby who knows and understands what I'm trying to do and can help/offer support is all I need. It isn't that I'm incompetent with it all, just that I'm timid. It is reassuring to hear yourself refer to us as friendly information professionals. I feel like too often some of us get into the mind set of "I'm better and smarter than you are because I know how to use this and you don't, admit it, you need me and can't do this on your own." So I find your attitude very refreshing!
ReplyDeleteAttitude really does matter, doesn't it? When we approach someone having a problem with a computer or search system and don't have a superior or intimidating attitude it can make all the difference in the world. We ask it of others and should make the same effort when we serve others.
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