User Training Advice

Dagney · 01-29-2004, 11:11 AM

I'm fairly certain this isn't the right forum to post this question, but I know most folks come through here, and don't always read the other forums, no matter how intelligent our conversations get.

I'm on the search for information, tips, tricks, and perhaps baseline testing for teaching people who have little to no technical knowledge regarding Windows (All flavors of the OS) and supporting it. (Fun for me eh? Starting a technical help desk with 15 people who have no technical background)

Any and all advice would be appreciated, one-way tickets for two to Tahiti will be appreciated even more, and a complete identity change would be greatly rewarded.

TIA -

Dagney

kerosene · 01-29-2004, 11:44 AM

Are you in a classroom setting? Does each student have their own computer to use in class? If so, there is no better way to learn than by doing. What you might do, is change a setting or mess with something different on each computer and give them all a certain amount of time (15 minutes or so) to try and fix it. Its okay if they don't fix it, but at the end of the 15 minutes, demonstrate what the problem was on each computer and show them how to fix it. Better yet, show them where to find the information that tells them how to fix it. If they are involved in an interactive activity, it might help stick in their minds better.

I would guess that if they are doing a lot of Windows troubleshooting, your helpdesk probably uses technet and other such resources. Do a virtual troubleshooting session, where you come up with a known problem and act out a phone call situation and the students have to look up the solution and communicate it to you as if you were on the call. We use to do this when I worked in a call center. It was kind of fun, because the students got to use all of their resources, including each other.

I would recommend that if they don't have this knowledge already, it would do them a lot of good to understand basics about computer hardware and how Windows interacts with it. A good book for very basic computer hardware knowledge (what is RAM? How does it communicate with the processor? etc.) is "How Computers Work." It won't get them ready to design circuit boards, but it will fill in some of the gaps if they don't have much computer hardware knowledge. Its full of good pictures which describe how the different components work together.

I hope some of that helps.

kerosene · 01-29-2004, 11:49 AM

I just had another idea for you:

If you have to teach them all different versions of Windows, put together a chart which lists out the different troubleshooting tools each one has and how to find those tools. It might help to eliminate some confusion between the different versions. For instance, Windows 98 has msconfig utility, where Windows NT 4.0 didn't...that sort of thing.

wolf · 01-29-2004, 12:01 PM

Since no one else has suggested it ...

Gather your class together. Have each student sit in front of hir computer.

Have them open a sealed envelope.

And remove the install disk for LINUX.

Problem solved.

(My alternative solution involves a shotgun. Your choice ... issue one to each member of the class, have them shoot computer, or keep it for yourself, for use when one of your fresh-faced students asks "why do they call it a mouse?" "http means 'hit the page' doesn't it?" "what time is lunch?")

kerosene · 01-29-2004, 12:05 PM

Quote:

Originally posted by wolf
Since no one else has suggested it ...

Gather your class together. Have each student sit in front of hir computer.

Have them open a sealed envelope.

And remove the install disk for LINUX.

Problem solved.

(My alternative solution involves a shotgun. Your choice ... issue one to each member of the class, have them shoot computer, or keep it for yourself, for use when one of your fresh-faced students asks "why do they call it a mouse?" "http means 'hit the page' doesn't it?" "what time is lunch?")

That works too.

hot_pastrami · 01-29-2004, 01:43 PM

I actually worked in a tech support call center years ago as a technical lead, and later as a supervisor, and at times I was responsible for doing some of the training. Unfortunately, I had no control over the training subject matter, and the training manager was a complete moron who put training emphasis on all of the wrong things.

One aspect that was completly ignored was teaching techs how to skillfully handle a customer on the phone. When a customer on the phone confronted them with a question they didn't know the answer to, most techs would respond with, "Uh, can you hold on for a minute?" The customer knows exactly why they've been put on hold, and they just lost all confidence in the technician's abilities. They'll wish they were talking to someone smarter, and have no trust in the technician. That's a huge stumbling block. They need to be trained to sound confident. If they're not confident, they need to fake it. It'll help immensely.

Training one in how to troubleshoot computer problems is difficult, because to skillfully troubleshoot requires a basic knowledge of many, many different things (OS, software, TSRs, hardware, etc), and how they interact. To train someone effectively would really take months of training and hands-on experince. Since you probbaly have limited time, you'll have to fake it.

The most useful thing to do is train them on how to solve the most common problems. Teach them to always check the easiest, most obvious thing first (it is surprising how few techs can grasp this, and jump straight to the difficult solutions). Show them how to navigate commonly used tools. Provide the team with a few extra computers that they can beat the hell out of, so they won't screw up their own machine goofing with settings while guiding the customer along.

Really, most of the training occurs on the phones. Teach them to be confident, so the customer doesn't realize they're desperately underqualified; keep a few highly knowledgable people dedicated to helping the phone jockeys; and have an easily searchable, constantly updated, problem/solution database on hand which uses something like a checklist to guide the techs. They'll learn as they go.

Hope that helps. If not, then, um, I'll have to have you go ahead and hold on for just a minute, ok?

BrianR · 01-29-2004, 09:57 PM

I did the linux thing. Now I'm trying to figure out how to install plugins and such.

I figgered out RAM files, but tar.gz's are confounding me.

And howcome my version of linux, Mandrake 9.0 is never listed with all the others like RedHat and FreeBSD?

And why, oh why doesn't linux utilize the one god thing about Windows, WIZARDS???

Brian

wolf · 01-30-2004, 12:16 AM

Weezards? We don't need no steenkin' weezards!

(this comment is provided purely for humor-value, as at this time I am a Windoze user and likely to remain same. I am lazy.)

Brian, knowing the kind of people that love linux, the above comment is more accurate than I initially though ... they would no more need a wizard to install a simple piece of software than a fish needs a bicycle. It's uncool and smacks of inexperience. And you know how urgeeks are about inexperience ...

Kitsune · 01-30-2004, 08:36 AM

Fun for me eh? Starting a technical help desk with 15 people who have no technical background.

Oh, so these are India-outsourced jobs, then?

01-29-2004, 11:11 AM	#1
Dagney The Prodigal Brat Returneth Join Date: Dec 2002 Location: North Cackalacky Posts: 1,107	User Training Advice I'm fairly certain this isn't the right forum to post this question, but I know most folks come through here, and don't always read the other forums, no matter how intelligent our conversations get. I'm on the search for information, tips, tricks, and perhaps baseline testing for teaching people who have little to no technical knowledge regarding Windows (All flavors of the OS) and supporting it. (Fun for me eh? Starting a technical help desk with 15 people who have no technical background) Any and all advice would be appreciated, one-way tickets for two to Tahiti will be appreciated even more, and a complete identity change would be greatly rewarded. TIA - Dagney __________________ The Constitution gives every American the right to make a total fool out of himself. But that doesn't mean you need to.

01-29-2004, 12:01 PM	#4
wolf lobber of scimitars Join Date: Jul 2001 Location: Phila Burbs Posts: 20,774	Since no one else has suggested it ... Gather your class together. Have each student sit in front of hir computer. Have them open a sealed envelope. And remove the install disk for LINUX. Problem solved. (My alternative solution involves a shotgun. Your choice ... issue one to each member of the class, have them shoot computer, or keep it for yourself, for use when one of your fresh-faced students asks "why do they call it a mouse?" "http means 'hit the page' doesn't it?" "what time is lunch?") __________________ wolf eht htiw og "Conspiracies are the norm, not the exception." --G. Edward Griffin The Creature from Jekyll Island High Priestess of the Church of the Whale Penis

01-29-2004, 01:43 PM	#6
hot_pastrami I am meaty Join Date: Dec 2001 Location: Salt Lake City, UT Posts: 1,119	I actually worked in a tech support call center years ago as a technical lead, and later as a supervisor, and at times I was responsible for doing some of the training. Unfortunately, I had no control over the training subject matter, and the training manager was a complete moron who put training emphasis on all of the wrong things. One aspect that was completly ignored was teaching techs how to skillfully handle a customer on the phone. When a customer on the phone confronted them with a question they didn't know the answer to, most techs would respond with, "Uh, can you hold on for a minute?" The customer knows exactly why they've been put on hold, and they just lost all confidence in the technician's abilities. They'll wish they were talking to someone smarter, and have no trust in the technician. That's a huge stumbling block. They need to be trained to sound confident. If they're not confident, they need to fake it. It'll help immensely. Training one in how to troubleshoot computer problems is difficult, because to skillfully troubleshoot requires a basic knowledge of many, many different things (OS, software, TSRs, hardware, etc), and how they interact. To train someone effectively would really take months of training and hands-on experince. Since you probbaly have limited time, you'll have to fake it. The most useful thing to do is train them on how to solve the most common problems. Teach them to always check the easiest, most obvious thing first (it is surprising how few techs can grasp this, and jump straight to the difficult solutions). Show them how to navigate commonly used tools. Provide the team with a few extra computers that they can beat the hell out of, so they won't screw up their own machine goofing with settings while guiding the customer along. Really, most of the training occurs on the phones. Teach them to be confident, so the customer doesn't realize they're desperately underqualified; keep a few highly knowledgable people dedicated to helping the phone jockeys; and have an easily searchable, constantly updated, problem/solution database on hand which uses something like a checklist to guide the techs. They'll learn as they go. Hope that helps. If not, then, um, I'll have to have you go ahead and hold on for just a minute, ok? __________________ Hot Pastrami!

01-29-2004, 09:57 PM	#7
BrianR Cleverly disguised as a responsible adult Join Date: Jan 2001 Location: Dallas, TX Posts: 3,338	I did the linux thing. Now I'm trying to figure out how to install plugins and such. I figgered out RAM files, but tar.gz's are confounding me. And howcome my version of linux, Mandrake 9.0 is never listed with all the others like RedHat and FreeBSD? And why, oh why doesn't linux utilize the one god thing about Windows, WIZARDS??? Brian __________________ Never be afraid to tell the world who you are. -- Anonymous

01-30-2004, 12:16 AM	#8
wolf lobber of scimitars Join Date: Jul 2001 Location: Phila Burbs Posts: 20,774	Weezards? We don't need no steenkin' weezards! (this comment is provided purely for humor-value, as at this time I am a Windoze user and likely to remain same. I am lazy.) Brian, knowing the kind of people that love linux, the above comment is more accurate than I initially though ... they would no more need a wizard to install a simple piece of software than a fish needs a bicycle. It's uncool and smacks of inexperience. And you know how urgeeks are about inexperience ... __________________ wolf eht htiw og "Conspiracies are the norm, not the exception." --G. Edward Griffin The Creature from Jekyll Island High Priestess of the Church of the Whale Penis

01-29-2004, 11:44 AM	#2
kerosene Touring the facilities Join Date: Nov 2002 Location: The plains of Colorado Posts: 3,476	Are you in a classroom setting? Does each student have their own computer to use in class? If so, there is no better way to learn than by doing. What you might do, is change a setting or mess with something different on each computer and give them all a certain amount of time (15 minutes or so) to try and fix it. Its okay if they don't fix it, but at the end of the 15 minutes, demonstrate what the problem was on each computer and show them how to fix it. Better yet, show them where to find the information that tells them how to fix it. If they are involved in an interactive activity, it might help stick in their minds better. I would guess that if they are doing a lot of Windows troubleshooting, your helpdesk probably uses technet and other such resources. Do a virtual troubleshooting session, where you come up with a known problem and act out a phone call situation and the students have to look up the solution and communicate it to you as if you were on the call. We use to do this when I worked in a call center. It was kind of fun, because the students got to use all of their resources, including each other. I would recommend that if they don't have this knowledge already, it would do them a lot of good to understand basics about computer hardware and how Windows interacts with it. A good book for very basic computer hardware knowledge (what is RAM? How does it communicate with the processor? etc.) is "How Computers Work." It won't get them ready to design circuit boards, but it will fill in some of the gaps if they don't have much computer hardware knowledge. Its full of good pictures which describe how the different components work together. I hope some of that helps.

01-29-2004, 11:49 AM	#3
kerosene Touring the facilities Join Date: Nov 2002 Location: The plains of Colorado Posts: 3,476	I just had another idea for you: If you have to teach them all different versions of Windows, put together a chart which lists out the different troubleshooting tools each one has and how to find those tools. It might help to eliminate some confusion between the different versions. For instance, Windows 98 has msconfig utility, where Windows NT 4.0 didn't...that sort of thing.

01-30-2004, 08:36 AM	#9
Kitsune still eats dirt Join Date: Sep 2003 Location: Tampa, FL Posts: 3,031	Fun for me eh? Starting a technical help desk with 15 people who have no technical background. Oh, so these are India-outsourced jobs, then?

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