Use Me, Abuse Me, Make Me Test Your Web Site

Day 4 of Library Day in the Life project

Not the best day of the week – I woke up at 2am with a nose that suddenly turned into a faucet.  Not a dripping one but one that was on full force.  So not to wake hubby I took my tissue box and myself nose into the computer room.  Blow, blow, wipe, blow, wipe…..went on for about an hour.  I have no idea what caused that.  Finally took some allergy medicine but by then my nose was as red as poor ol’ Rudolph.

Did all the normal morning stuff to get ready and out the door.

Get to the library.  Checked in with Foursquare, yep still the Mayor of Central :)

Unlocked the office door and did my morning routine of swapping out the tapes for Horizon and Authority Works and unforwarding the phone.

Caffeine was a must today.  Went down to the vending machine in the staff lounge (on the hopes they had filled it) only to find they had not.  So over to the expensive vending machines in the lobby.

Back upstairs with 2 Diet Cokes to fortify me I booted up my Ubuntu and Windows machines.  Fired up Tweetdeck, Thunderbird and Firefox on the Ubuntu machine and Horizon on the Windows machines.

Moved a bunch of photos I had taken over to my Dropbox account.  Love me some Dropbox!

Noticed that one staff member had found the new staff Intranet and had registered for an account there.  She had recently left so I deleted her account on the new Intranet which wasn’t really up and working yet.

Decided to tackle my Inbox a bit.  Noticed I had an email that I remember entering as a helpdesk ticket.  It drove me  nuts – I couldn’t find the helpdesk ticket and I didn’t want to delete the email until I knew it was recorded somewhere.  Finally figured out that I hadn’t use the subject line I thought I had – deleted email (along with a bunch of others).  I tend to use my Inbox as my to-do list.

Sent two emails to OverDrive support regarding two helpdesk tickets that had been assigned to me.  I still find this such bad customer service – customer has problem – has to fill out form on OverDrive site – which then gets sent to someone here in MD – then they forward onto us – then staff here enter into helpdesk – I then get it assigned to me – I contact OverDrive – they write back – I write customer – usually problem is solved.  But the path it takes and the time it takes is just so wasteful.  I must admit their support team is pretty helpful but still this path is not the best way to serve our customers.

Logged into my blog and wrote post for yesterday’s fun filled day.

Our network admin came and showed me one of our old colleague’s, Mike Ricksecker, latest endeavor – Ghosts of Maryland.   He was so sweet – he named each of the IT members in his acknowledgement section.  Gotta buy me a copy and visit all the cool sites he documented.

Sadly removed my old boss’ photo from our Intranet and put it in the “Gone but Not Forgotten” section of our gallery.

Edited more of the photos I had taken with Julian in regards to the scan feature on the copiers.

Took a call from our PR dept. regarding a change on the web site.  Made the necessary change.  While on the phone we also established that I would be listed as the donor of my services so I would actually appear as a donor on the web site. I’m being auctioned off (silently at our fundraiser Evening in the Stacks) as a social web/Intranet consultant.  Hope someone takes me up on the offer and raises money for the library.

Our ILL dept. submitted a helpdesk ticket regarding an system error when trying to print the pick list in Marina.  Did a little digging and called Enoch Pratt since they are the first point of contact.

Ah the first usability test of the day – drove to our East Columbia branch.  Went very well.

Quickly grabbed some lunch.

Then downstairs to Customer Service for the second test of the day.  Again good feedback.

Came back upstairs and made a few tweaks to the new Intranet.

Then we drove over to our Miller branch for the third test of the day.  She was a ringer – got everything right off the bat and quick too!

Came back to Central.  Responded to a customer via email about their OverDrive problem.

Called Pratt again and got some more information about the problem with printing and ILL.  They will have to contact SirsiDynix.

Linked new blogger to the Contributors page on our blog, Highly Recommended.

Answered a staff member’s question about screen savers.

Started to make some changes to the MAILL (Maryland InterLibrary Loan) web site.

Played telephone tag with our HR dept. all day – tried one more time, she is now it.  (every time she called me I was on the phone – every time I called her she had stepped out of her office – maybe tomorrow?)

Home to crash – I NEED SLEEP!

Enhanced by Zemanta

Help Me To Help You

Psychic Spell Breaker
Image by Metrix X via Flickr

Folks seem to have a lot of faith in the IT department. Not only can we fix anything we can do but we do so because we are psychic. Just takes a laying on of hands or a mere mention “it doesn’t work” and we know everything required to solve your issue. There have been numerous jokes, YouTube videos and the like making fun of the “stupid” other person (be it an employee or customer). I don’t like to poke fun at other people’s expense but there is a grain of truth in there somewhere. Let me shed some light on things from the other side. You want help -

You want help – so help me to help you.

Bad example:

Dear IT,

I can’t access _____.

This is the equivalent of saying “I can’t see the blue sky.” There could be many reasons why you can’t see the blue sky. Are your eyes closed? Are you looking up? Is it day time? Is it cloudy? Is something blocking your view?

Good Example:

Dear IT,

I can’t access _____. I tried to do this and then this and when I finally did this I wasn’t able to access ____.

Using the same analogy again. This lets IT know that your eyes are open, you are looking up, it is daytime but alas you are still unable to see the blue sky. This gives us a starting point, a reference. It let’s us know what you did up to the point where you had a problem.

I don’t expect everyone to understand every piece of technology that crosses their path. But I do expect people to tell me more than it just isn’t working. Try helping someone without knowing what they did or where they started. Not every person starts from the same point (e.g. I might type in a URL, someone else might have it already bookmarked and a third might do a Google search to find the URL).

I know folks get frustrated, I do too with technology sometimes (but that is usually due to my expectations – expectations just set you up for disappointment). I want things to work properly as well. But often I’ve found that user error (too fast clicking, not waiting for something to load, using the wrong software to do the job, etc.) gets in the way.

So just breathe, try again and when you still can’t get what you want – document all the steps you took up until the problem occurred. It will help me to help you and hopefully get you back on the road to what you were doing – sooner!

Reblog this post [with Zemanta]
Follow

Get every new post delivered to your Inbox.