Managing Difficult Users

Continuing our investigation of user types, let's look at five types ComputerWorld calls "users you meet in Hell." Strong words, but as your company grows and you do more technical support, you'll probably add a few user types to the list yourself.

Best of all, ComputerWorld tells how to handle these, ahem, "demanding" user types. Quotes from long-time technical support workers explain how real techs have handled these real pains in the, ah, neck.

Smaller companies have an advantage here, because the users aren't separated so far from the people who make the policies. When the owner or manager supports the technical support department, everyone in the company knows that. Rules tend to be followed more when the users know the rule-maker and know that rule-maker will personally admonish them if they screw up to often. Corporate users all rail against "them" as an unnamed group because rules come from many floors, or many cities, away.

A vendor named Darrel told me years ago that "every employee comes equipped with a brain at no extra charge." Engage that brain to your benefit whenever possible. If you explain the consequences of bypassing computer use rules, at least some users will catch on and play nice. The rest you can ambush during the company paintball tournament.