Carl T. Holscher fights for the customers.

Category: Observations Page 56 of 90

Jobs follow up

My post Did your job exist 10 years ago? got some good feedback. There was a good thread going over at app.net which I urge you to read.

The motivation for the post came from listening to the Technical Difficulties podcast with Merlin Mann. During the show, Merlin said something like Jobs fall less into tidy buckets.

That’s what got me thinking. The tidy bucket of doctor or astronaut no longer apply. I guess they never really did. But the explosion and specialization of the job market has opened a huge number of positions that either didn’t exist, or as a farm boy in rural Virginia, I had no way to know existed.

On Facebook, Bradley Gawthrop said,

I agree with the spirit of this post, but the particulars are a bit fuzzy. There were absolutely software developers, graphics designers, and systems administrators in 2000. In fact, I’d done every one of those jobs for actual money by that year. Probably they didn’t represent as big a slice of the economy as they do now, but there was a ready market for all three.

This is true. I was taking my experience and making it universal. Those jobs certainly did exist and there were people doing them. I didn’t’t know what a systems administrator was, nor even what system would need to be administrated.

I knew graphic arts existed and that software needed to be created, but I had never thought about how software was made.

I grew up on a farm. I’ve herded cows and helped collect and pitch bales of hay. The first vehicle I ever drove was a tractor. The school bus was delayed on occasion by a bovine blockage((cows on the road)) on the gravel road where I lived.

The Internet to me was a 26400 bps dial-up connection.

oluseyi wrote:

A decade ago is 2003; some of the claims about computers and software developers seem… poetically embellished! I was expecting to read that you were in high school in the 50s, the way they were set up 😛

I graduated high school 13 years ago. It’s nearly been a decade since I left college. I chose poor examples and an even poorer title. Replace computers with mobile phones and I’m a few decades closer to a valid example, but my point remains. The explosion of jobs and opportunities which simply didn’t exist when I was in school looking at colleges and career choices. I still feel old. 😛

duerig said:

Actually, this reminds me about an interesting book I read a while back called ‘The Shock of the Old‘. It is a bit meandering, but it keeps the focus on the diffusion and actual use of technology rather than the ‘invention’ moment.

We tend to think that the ‘invention’ is the crucial moment, but there is often a huge gap between the invention and when it actually impacts more and more people, especially when looked at globally. It is similar with career fields.

This is an excellent point. There can be a huge gap between invention and adoption. Just because something was invented, doesn’t mean it’s accessible to everyone.

I knew graphic artists existed ((Bad example)) because my father’s business is in printing and copying. I knew what it took to make a book, newsletter, magazine. And in high school I worked on the staffs of the schools’ literary magazine and newspaper. The field existed but not in the same way it does today.

oluseyi went on to say:

The world is full of unknown unknowns. Guidance counselors should be voraciously seeking out new and interesting career opportunities, sensitizing kids to possibility, but it always seems to be a case of fitting them into existing slots.

I don’t necessarily fault the guidance counselors of the world. Their job is incredibly difficult partly due to…

It’s a shame, really. I don’t think most people know enough to decide on a career until well after college graduation! I knew, by the time I was 21, that my college degree was incidental to my career prospects—and both of my parents are professors!

I went to college to learn what I didn’t want to do. I studied Creative Advertising ((Different from Business Advertising which was all numbers and planning. It was as close to a graphic artist education I could receive without suffering through a year of trying to learn how to draw.)) I left school without a job or even the slightest idea of how to get a job in Advertising. So I went into tech support.

misterpoppet added an excellent point:

In some case, very much so. High schools in Northeast Indiana tend to funnel the student body to local factory jobs.

Having to choose a career path upon high school graduation was a terrifying prospect. What is I chose wrong? What if I went to school and didn’t learn enough to get a job? What if I didn’t go at all?

For most of my classmates, college wasn’t a realistic option for them. They were lucky to have graduated high school. The moment they did, they were back on the farm with their parents. Their life was that of a farmer. They weren’t going to college because they had no need for it, at least in their parent’s eyes. Their parents didn’t need a college degree to plant crops and tend to livestock, why do they?

I look back at where I’ve worked and what I’ve done. And I think about my time in high school. None of what I do now was even on my radar then. What jobs will be commonplace in the next decade? What jobs will continue to disappear until they’ve nearly extinct?

Contentment

The current landscape in the web encourages this movement. Even when employed in a position, designers and developers are not truly employees, but hired guns. How often do we see a talented designer hired by a company leave in under two years? I’m not sure if dissatisfaction is the cause, but the “grass-is-greener” mentality seems alive and well in our industry.

via Chris Bowler’s Cultivating Contentment

I see the same problem in the IT Support industry. I’ve worked in tech support for nearly a decade and I’ve always felt like a nomadic hired guns. This goes double for large corporations and government agencies.

There are very few full-time employees. And the few positions that are full-time are managers and executive staff. Basically, the overseers of the crowd of IT contractors they use to perform the jobs of the department.

The help desk techs. The desktop support techs. The network and server administrators. All these people are contractors. Maybe we stay for ten years and have a great career in one place. But more often, we tend to roam from place to place as we get bored, company culture changes or we just want something new.

There is no end to the available work because IT Support is always in demand and the grass is always green.

Living in (Windows) Lockdown

For those trapped in a corporate Windows world, all hope is not lost. Sure, your administrative rights are revoked. There is no way to run your favorite applications. You can’t use the tools you’d like to because it’s forbidden.

But all hope is not lost. Portable Applications are your oasis. What are these portable applications you speak of? They’re the same applications you love and use at home. But instead of running an installer, all you have to do is unzip and run! It means you can run the application you want, without having to install it.

The applications are best run from a USB key. That way they can stay where you are and once you leave work, they leave with you.

I recently asked friends on Twitter and Facebook two questions.
1. What do you wish you could install on your work computer that you can’t or aren’t allowed to?
2. Alternately, what application could you not live without at work?

I’ve attempted to address the replies I got back below, along with a couple of must-haves for myself. While working within the confines of a locked down computer is frustrating. There are things you can do to make it a little better.


Disclaimer: Rules at your workplace may vary. This does not guarantee you will not get into trouble where you work. Read over your IT guidelines before using anything unauthorized on your computer.

Please use your common sense. Don’t get yourself fired over something as stupid as Dropbox or Skype. Your mileage may vary. I make no guarantees this will work where you do. But if you’re feeling brave enough to continue, let’s go!


Chrome and Firefox

Are you trapped on Internet Explorer? There is hope for you. You need Portable Firefox or Portable Chrome. I use Chrome and it works beautifully. I am able to sync my work Google account and all of my extensions and bookmarks sync to the portable browser without issue.

Using your browser of choice in the corporate world is a breath of fresh air.

Phrase Express

If you have a Mac at home, you may be familiar with [TextExpander])(
http://smilesoftware.com/TextExpander/index.html). There is an application for Windows that does the same thing, and it can import and sync to TextExpander.

PhraseExpress is absolutely vital to my work. I spend much of my day telling different people the same things. Working in customer support, I tend to explain the same things over and over. But I don’t write those emails out every single time. I have a series of snippets that save me time and make sure I tell everyone the same thing.

It can be used for simple tasks such as adding a single line to every email I send out. Once I’ve written my reply, I always end with Please let me know if you have any questions or concerns. I can’t tell you the last time I typed that out. I simply type zppp which is my shortcut and it automatically expands to Please let me know if you have any questions or concerns.

Another example is that I send out an email when I will be out of the office notifying my team of my open issues. So I keep a template for that. When I type zQueue, it expands to.

Team,
When I am out of the office tomorrow, the issues I have open are

Then I type my notes and click send. It’s not much but it saves me time. You may have noticed I start each snippet with a z. That’s my preference to trigger these shortcuts and they don’t show up when I don’t want them to. A co-worker uses a ; before all of his snippets. What you choose doesn’t matter, just make it something you’ll remember.

I also use PhraseExpress to fix typos. Two common words I mistype are suer and thnak. Whenever I type these, they are auto-corrected to user and thank It makes me look smarter and reduces the number of errors when I send emails to customers.

Snippets can be extremely powerful and can be used for anything you can think of. How many times are you typing out nearly the same email or the same information? You could make a template and change your long emails to a few quick keystrokes. I can also insert the current date and time, or a date three days from now without looking at a calendar.

PhraseExpress keeps statistics and today, I have expanded 53 snippets, (6446 characters) and saved me 50 minutes of typing today. what could it save you?

Dropbox

Portable Dropbox is just what it sounds like. It’s Dropbox that doesn’t need installation. It will run from a folder or USB key Technibble has written a great post on setting up and using Dropbox Portable. I Would recommend using the selective sync to only sync what you need to your portable Dropbox.

A Warning: Dropbox is wonderful. It’s absolutely vital to keeping my digital life in order. However, many places have very strict rules about what data can be kept on servers outside of the company’s control. So be careful about what you put in that Dropbox folder. Utilize the selective sync feature, especially if you keep music or movies in your Dropbox folder. Dropbox can be blocked at a network level. So even if you do get the application running, you may not be able to use it.

Skype

Skype is the gold-standard for audio and video communication around the globe. Used by everyone from podcasters to families keeping in touch with loved ones across the state or across the world.

There is a great portable version which can run from a USB key. I’ve used it when my wife was in India and we were able to chat without spending a fortune on phone bills. It was great to see her face while she was gone.

A Warning: Many network block the ports Skype needs to run, so even if you have the portable application, you may not be able to connect to the Skype servers. But it’s always worth a try if you won’t get into trouble.

Scrivener

Scrivener is your complete writing studio. It’s got the tools for managing complex research papers or entire books built-in.

Because of this, the draw to keep everything inside of Scrivener’s world is important and it’s not possible to have it everywhere. Or is it?

While not supported, it is possible to install Scrivener on a portable Flash drive. From the Windows manual.

4.5 Installing Scrivener on a Portable Flash Drive While it is possible to make a copy of your Scrivener application folder on flash drive, at this time we do not recommend doing this for performance reasons. Flash drives are considerably slower than their hard drive counterparts, but if portability trumps performance, it is safe to do so. We recommend installing Scrivener on your hard drive following the instructions given, and then copying the Scrivener folder from Program Files (or your user folder) to the stick drive using Explorer, and not using the installer directly on the stick drive. While possible, this method is not currently supported.

So while it’s possible, it will be slow and if you run into trouble you won’t get support from the vendor, but it’s still possible. Before you do this, I would highly recommend to back up your Scrivener files so nothing happens to your words.

MadCap Flare

While you cannot run MadCap Flare from a flash drive the license does allow you to install it on multiple machines, as long as it’s not in use on more than one at a time.

So while you can’t run it portable, you may be able to run it from another location.

Minecraft

This is not an addiction I’ve given into so I can’t vouch for this one. However, if you’re willing to try it you can play Minecraft from a USB key.

Civilization 5

Who doesn’t want to run their own world? While Civ 5 can’t run off a USB key, there is FreeCiv Portable which can. So all hope may not be lost for your world-building desires.

If you’re interested in Portable Apps there are a large number of them found there. IF you’re looking for one I didn’t mention, search for “Portable ______” and there may be a portable version of your favorite text editor, browser, or application you can’t live without. Living in Windows lock down doesn’t have to be a prison sentence.

The process is broken

How to get a new program installed in my work computer?

  • I decide I’d like to have a new program.
  • I choose a free one like Google Chrome.
  • I submit the request to the Help Desk.
  • I’m informed I need to get permission from two people before they can install it.
  • I email my IT Point of Contact.
  • I wait for a reply.
  • I attach the reply email to my request.
  • Then I write to a second person, whose role I don’t understand other than being identified as a person who has to approve requests.
  • I wait for a reply.
  • A few days go by.
  • I receive a reply and attach it to my request.
  • Now, the Help Desk can start to work on my request.

It took four days to get Google Chrome installed.

I am still waiting to get an add-on for WebEx installed. It’s already been four days and in still waiting on one of the emails I need.
I support WebEx for this company. This is my job. And I’m stuck with this ridiculous process.

There is no chance in this process changing. That was the first thing I asked. It’s been like that as long as anyone I spoke to can remember. Its a broken process.

How the process should work

  • I request a program be installed to the Help Desk.
  • Help Desk checks a few things
    Is it free / Does it need a license?
    Will it work in the environment?
    Is there a business reason to have this?
  • Unless there’s an issues with one of the above, the Help Desk dispatches a technician to install the program.

It’s a much faster process. It doesn’t require waiting for busy people to send emails granting permission for a free application. But most importantly, the customer experience is far better.

The problem with big organizations is they lost sight of how the process works for those who need to use them. The process in place is broken. And it’s never going to change until someone cares enough to change it.

Next time I need to have something installed, I’m going to think if I really need this new program. It’s not worth the hassle.

Slow Down

Working in support is overwhelming. It’s easy to fire off a quick reply or pick up the phone for a call and be short with your customer. I’ve done it.

I’ve fired off an email without thinking it through and I left out some important information. Or I looked back on it after I’d hit send and realized I sounded rude or annoyed and did not mean to.

Every time I have made a blunder, it could have easily been avoided had I done one simple thing. Slow Down.

It’s easy to rush when the phone is ringing, emails are piling up and my ticket queue is growing ever larger. Speed is a necessary part of getting work done and helping customers. However, being reckless serves no one.

When I go too fast, I make mistakes and have to redo my work. And when I make mistakes, the customer is not being served so I’m right back where I started.

Slow down. Take a breath. Proceed when you’re ready. There is a difference working quickly and working recklessly. Customers appreciate speed. They love having work done quickly and correctly.

Reckless work means having to redo work. Reckless work means having unhappy customers. Slowing down is the best thing you can do for your customers.

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