We've all run across different types of users who can make our work a little more difficult. Once you understand them, maybe, just maybe, they'll be easier to deal with.

Ida
Ida is the user who, completely devoid of any malevolent intent, can utterly devastate her computer and/or the network faster than a speeding bullet. She means well, and tries hard to follow your instructions, but it's as though her body chemistry emanates some unseen force that is lethal to computer hardware and software. She can do every step by the book, and still the system crashes.

At first you may think poor Ida just happened to inherit bad hardware. But moving her to a different machine or giving her a brand new one doesn't cure the problem; each system she touches suddenly begins to exhibit strange behavior and unusual errors, even though she swears on a stack of Bibles (and you believe her) that she did nothing to provoke such a reaction. You can even stand there and watch her, verifying that she did nothing out of the ordinary, and the system merrily crashes or the network disappears for no apparent reason.

Most programmers have encountered at least one or two Idas in their careers. In many ways, she is the most frustrating of the problem user types, because you can't really get mad at her. She's a victim of the technology that, to all appearances, just doesn't like her. She apologizes profusely each time she has to call you. Although you may be skeptical at first, you're likely to eventually give up trying to explain the phenomenon and agree with her own assessment of the situation: when it comes to computers, she's cursed.

Dealing with Ida requires a lot of patience and a cultivated bedside manner. Showing your frustration will only make her feel worse, which may result in her being hesitant to let you know the next time there's a problem (and thus, making the problem that much worse by the time you do discover it). Ida requires a little handholding, a lot of reassurance, and, if you can swing it, maybe an exorcist to purge the demons that inhabit every system with which she comes in contact. It's much easier to feel sorry for Ida than for her fellow "problem child," Sally Secretkeeper.

Sally Secretkeeper
Ida may keep her computer problems secret if you yell at her or make her feel more stupid than she already feels, but otherwise she will usually try her best to answer your questions and tell you what you need to know. Sally Secretkeeper, on the other hand, is a different type. She deliberately withholds information. Trying to find out what she was doing when the connection was lost or what error message appeared on her screen as the system went down is like pulling teeth.

Sally's reasons for remaining incommunicado can be a mystery. Maybe she figures you get paid the big bucks to diagnose and fix the IT problems so she's going to make sure you earn every penny of it with no help from her. Maybe she's afraid she won't remember correctly and will give you bad information. Or maybe she's just watched too many cop shows on TV and has decided that she has the right to remain silent. Whatever her motive, Sally can make your job more difficult unless you learn how to handle her "silent treatment."

If the user who's having computer or network problems is a secretkeeper, you'll need to approach her carefully. Normal questioning techniques won't elicit much information, and if you start demanding answers, she's likely to shut up even tighter. The key to drawing the information out of Sally's type is to take a roundabout path. See if you can get her engaged in conversation about something that interests her (Hint: take a look at her desk and office walls. What do you see? Pictures of kids/dogs/spouse? Movie posters? Company golf team trophies?). Slowly bring the topic around to her computer problems. You'll have to gain her confidence before she'll spill the beans.

You say you don't have time to play these games? The sad fact is: if you don't use these "stealth maneuvers" with Sally, you may spend (waste) far more time trying to determine what the problem is without her input. Network admin/tech support is a people-oriented position. People means politics. And politics means you'll have to learn to be a politician now and then, whether you like it or not.

Sally's antics can be maddening, but at least they aren't deliberately destructive. The same cannot always be said for the next trouble type, Harry Hacker.

Harry Hacker
Harry is probably the most notorious of our problem user types. This category can actually be broken down into several "sub-Harries." If he's the genuine article, Harry Hacker probably knows a lot more about computers and networking than you do. Looking at it from his point of view, it's either a little annoying or a little amusing to him that you're making rules and telling him what he can and can't do with his computer.

From your point of view, Harry has the power to really wreak havoc on your network. Coming on strong and making an enemy of Harry may not be the smartest thing to do. You don't have to like him, but you'd best respect his abilities. Depending on his personality, the best tactic may be assimilation ? that is, take him into the fold. Let him know you admire his skills. Ask his advice on how to secure the network against those other, irresponsible users. Of course, if Harry is a destructive type and can't be turned into an ally, your only option may be reporting his transgressions to his superiors. Before you choose that road, make sure you have everything important backed up, and expect retaliation. Hell hath no fury like a hacker scorned.

Adding It All Up
Ida, Sally, and Harry are only a sampling of the difficult user types that you may encounter as an IT professional. Each type has its own characteristics, and you may have to adopt different techniques for dealing with each.