In my opinion, when it comes to eliminating frivolous calls to the help desk, it isn't enough just to keep a close eye on the help desk log. I think we should be proactive about managing end-user skill sets and teach them how to be proficient computer users. That's why I'm inviting you to help create a list of Essential Lessons for All PC Users. This is your chance for a bit of "cyberfame." In that list, we'll identify the core skills that we as IT professionals take for granted, but that many end users have never learned -- probably because no one took the time to show them. To kick things off, here are my suggestions for the list of Essential Lessons for All PC Users: How to create and remember a "strong" password
This lesson addresses one of the most common reasons for calling the help desk. One of my consulting clients is getting ready to implement a new password policy under which network passwords will begin to expire every 90 days. When we publish the download, I'll share the tips and tricks I wrote to help end users create and remember their passwords. If it doesn't fit, don't force it
When it comes to disconnecting and reconnecting monitors, keyboards, and mice, some users need to be reminded that a kindler, gentler approach prevents broken pins and cables. Shut down before powering down
The frantic user complaining about Scandisk running all of the time may not realise that one shouldn't be unplugging the PC to power it down. The CD drive isn't a cup holder
This is an old joke in tech support, but help desk analysts have to remember that some end users have never seen a CD drive before. It's an easy mistake to make. The "O" on the I/O switch stands for "Off"
If you've ever spent 10 minutes on the phone with a user whose "screen is blank," you know this one isn't a joke. Potted plants go anywhere but on top of the monitor
Related lessons include, "Don't put your computer in front of the heating vent." How to add a printer
If your users have trouble keeping up with their network printers, maybe no one has explained how the Add Printer Wizard works. Files are lost more often than they're accidentally deleted
Pressing [Windows]F summons the Search For Files And Folders dialog -- even under Windows XP! I can't count the number of times users have called, fearing that they must have deleted a file because "It isn't there any more." Then a quick search of the disk turns up the file in question. Teach users how to find a file or folder, and you'll eliminate a lot of false alarms from users who want you to restore a file from backup. The download went where you put it
If your users have trouble locating downloaded files, it's probably because they're not paying attention to the Save In field in the Download dialog box. Users need to be taught how to navigate between drives and folders. Save time with File | Send To | As Attachment
Microsoft Office users waste countless hours closing their documents, creating a new mail message, and then trying to navigate back to their documents to attach them. Change your users' lives by teaching them File | Send To, which lets them mail a spreadsheet or a document without leaving Excel or Word. Those are some of the first lessons I'd like to drill into the heads of many of my end users. To add your contributions to the mix, post a comment to this article or drop us a note. We'll compile all the best suggestions in a free download that you can publish for the end users in your company who need a helping hand.
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