Pat, Completely agree on your comment about video!
We started doing video's about a year ago. Our videos are based upon the most frequent TS cases opened by our clients, so it is relevant to what is currently being requested of our TS Team. We then created an interface in our system called the "Training Center" and this is simply a form with a HL and a web area on it. All of our documentation (PDF, Excel & video) is stored on our web site, along with a file called "Index.html". This index page is a specifically formatted document which contains all the information necessary to create a HL of available documentation (broken down into various categories and security levels). The majority of the screen is the web area, so when a user clicks an item in the HL, the document is loaded into the web area for presentation. We chose to implement this way because we can add new documentation to the web site at any point in time, and all our customers are instantly updated! Let me know if you would like to see a screen shot or anything... Best, Steve ********************************************* Stephen J. Orth The Aquila Group, Inc. Office: (608) 834-9213 P.O. Box 690 Mobile: (608) 347-6447 Sun Prairie, WI 53590 E-Mail: [email protected] ********************************************* -----Original Message----- From: 4D_Tech [mailto:[email protected]] On Behalf Of Pat Bensky via 4D_Tech Sent: Wednesday, October 04, 2017 9:55 AM To: Chip Scheide <[email protected]> Cc: Pat Bensky <[email protected]>; 4D iNug Technical <[email protected]> Subject: Re: What to do about users who won't follow instructions? Thank y'all for your helpful responses. I think what I'll try is a little modification to Tom's code: If(Find in array(aListOfMorons;current user)) make a video showing them what to do else // normal operation end if Actually it's quicker to make a little video than to write an email, and with some people this is a better approach. Pat On 4 October 2017 at 15:29, Chip Scheide <[email protected]> wrote: > As Doug said different people learn differently. > > Things to try: > - more or different style of training. i.e. instead of a presentation > give written documentation, instead of written documentation, show the > user and ask them to take their own notes (this helps as they have to > think through the process as they write), instead of any sort of > written/shown direction, tell them the necessary steps (some people can > not process visually well and still retain the information). > > more of a stick then carrot... > - IF the support you are providing costs $ (i.e. the customer is paying > for it), make sure to include the support requester's boss, or other > designated client-side support contact. As potentially, they will track > the requests and costs associated with support requests. > - implement a support limit (after which a cost burden is incurred - > you can always wave this to make the customer happy, appear to be > giving them a break), the client is allowed X amount of free support > time, or y amount of support calls, or z amount of support email > requests. Document heavy support users in feedback to the client. > > remember: > “Think of how stupid the *average* person is, and realize half of them > are stupider than that.” > ― George Carlin (emphasis mine) > > Also : > "Be comforted that in the face of all aridity and disillusionment, > and despite the changing fortunes of time, > There is always a big future in computer maintenance." > > You are a fluke of the universe. > You have no right to be here. > And whether you can hear it or not, > The universe is laughing behind your back. > - National Lampoon : Deteriorata > > Full Lyrics: > http://www.songlyrics.com/national-lampoon/deteriorata-lyrics/ > Youtube : https://www.youtube.com/watch?v=Ey6ugTmCYMk (missing the > intro 20 seconds but has great animation) > > On Wed, 4 Oct 2017 12:39:59 +0100, Pat Bensky via 4D_Tech wrote: > > Users are beginning to get to me :) > > Some of them WILL NOT follow instructions to accomplish something, no > > matter how simple those instructions are. > > I currently have one who is particularly bad! > > I sent him an email detailing how to accomplish a particular task. It > > contained an easy-to-follow 1-2-3 step-by-step guide with screenshots. I > > spent ages writing it. > > He called a bit later that day to say that it didn't work. > > Did a screen-share with him and it was obvious that he hadn't followed > the > > instructions. I asked him: > > "Did you read my email?| > > "Oh", he replied, "I didn't read the whole thing." > > > > AAAAARGH!!! > > > > He has just done the same thing again today (with a different procedure). > > Also I explained (in a email that he can re-read as often as necessary) > why > > another feature wasn't working the way he wanted it to, and how to fix > it, > > and he has just complained about that same issue again too. > > > > How do you deal with people like this? > > > > (sorry about the rant) > > > > Pat > > > > -- > > ************************************************* > > CatBase - Top Dog in Data Publishing > > tel: +44 (0) 207 118 7889 > > w: http://www.catbase.com > > skype: pat.bensky > > ************************************************* > > ********************************************************************** > > 4D Internet Users Group (4D iNUG) > > FAQ: http://lists.4d.com/faqnug.html > > Archive: http://lists.4d.com/archives.html > > Options: http://lists.4d.com/mailman/options/4d_tech > > Unsub: mailto:[email protected] > > ********************************************************************** > --------------- > Gas is for washing parts > Alcohol is for drinkin' > Nitromethane is for racing -- ************************************************* CatBase - Top Dog in Data Publishing tel: +44 (0) 207 118 7889 w: http://www.catbase.com skype: pat.bensky ************************************************* ********************************************************************** 4D Internet Users Group (4D iNUG) FAQ: http://lists.4d.com/faqnug.html Archive: http://lists.4d.com/archives.html Options: http://lists.4d.com/mailman/options/4d_tech Unsub: mailto:[email protected] ********************************************************************** ********************************************************************** 4D Internet Users Group (4D iNUG) FAQ: http://lists.4d.com/faqnug.html Archive: http://lists.4d.com/archives.html Options: http://lists.4d.com/mailman/options/4d_tech Unsub: mailto:[email protected] **********************************************************************
