How to (Kindly! Gently!) Tell Users That Their IT Problems Are Their Own Fault

April 27th, 2012

Posted on 2012-03-27

It’s not that you mind being called over when their monitors are unplugged. It’s that it’s happened multiple times — to the same users. Herein, I explain how to let users know they’re idiots without a) telling them they’re idiots and b) getting a reputation as a jerk.
Yes, it’s possible. Read the story. 

Would You Fire This Person?

December 29th, 2011

In this case study, I present you with a problem employee. You are hereby invited to help his frazzled boss either a) deal with this employee or b) show the guy the nearest exit. I solicited input from a bunch of IT bosses and management experts regarding how they’d respond, and at the end I reveal the true fate of this real-life IT worker. Check out the story at Input-Output.