In the world of Information Technology, Support Specialists work with a wide variety of end-users, whom we sometimes refer to as customers. Many of them are unfamiliar with computers and how to troubleshoot issues relating to their software. Providing customers with documented tutorials and on-going training sessions, also referred to as in-services, will improve computer literacy by educating end-users on department software and basic computer knowledge, improve the communication processes, and increase productivity, thus boosting user confidence and morale.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees receive training in their field, but rarely do they possess basic computer knowledge to function outside of the department software. The lack of computer literacy contributes mostly to insufficient training or the lack thereof. Consequently, when reporting issues to IT Support, the customers’ unfamiliarity with fundamental computer knowledge makes communication difficult between the two, thus effecting efficiency.
Implementing on-going training will allow customers to become more knowledgeable on relevant software and computer skills. Informed customers have a much better understanding when they comprehend the general synopsis of an issue. When customers develop a broad knowledge of what’s going on and begin to recognize how computers function, their overall method to problem-solving will be a more informed approach. Understanding basic computer terminology or computer talk has many advantages for all parties involved. When customers comprehend what’s taking place, they have a better understanding of what’s being asked and can verbalize a response better.
Understanding basic computer talk will allow a customer to know the difference between logging off and restarting or rebooting a computer. In terms of troubleshooting, a reboot adds more steps to the resolution process. When the computer reboots, the system performs an auto logoff for the user. Secondly, the computer executes background services to prepare the machine to restart. Once the computer restarts, the PC proceeds to start all background functionality until it prompts the user to login and continue working. Comprehending what each term implies helps customers and IT Support to communicate more effectively with a much clearer understanding of the message.
As the customer’s comprehension grows, IT Professionals become better prepared to assess the specific needs of the customer, therefore overcoming the communication barrier. For the IT Professional, basic computer talk creates clear communication between the two, allowing the IT Professional to resolve the issue quickly and more efficiently. Additionally, the customer is aware of what’s being asked and can provide comparable feedback.
Any slight misunderstanding in any discussion will produce vague interpretations of what’s being...