Steve, That sounds very interesting - I'd love to see some screen shots. And I think it would make a very good Summit presentation! Pat
On 4 October 2017 at 16:06, Stephen J. Orth <[email protected]> wrote: > 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] > ********************************************************************** > > -- ************************************************* 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] **********************************************************************
