We often fight the problem by sending educational emails, recommendations, warnings, life saving advice, and so on, but invariably, the employee turnover rate leaves many users uninformed. Send the warnings too often, and they get ignored. If we decide to remind users of our intranet site where tools and helpful information can be found, we get deluged with, "I can't log into that new website" calls.
It's a no-win situation sometimes. During those black times of endless frustration, little sound bites like "...then something popped up, I just agreed to it..." keep us going.
Once the thrill of this brief sound bite wears off, we'll go back to the file on another help request we received. The user had sent us an email help desk ticket regarding possible Outlook problems, and we'd replied, asking when would be a good time to come work on his computer. He then sent us another email with his answer: "How about now. I am not able to get any emails anyway."
This story, "Users mind-set: Just agree to it," was originally published at InfoWorld.com. Read more crazy-but-true stories in the anonymous Off the Record blog at InfoWorld.com. For the latest business technology news, follow InfoWorld.com on Twitter.