If someone asked you explain exactly what a computer mouse is, what would you say? A “pointing device”? But how does it actually point? With infrared sensors, of course. But what is “infrared”?
Not everyone knows what a mouse is, or what a gigabyte is, or how the Internet works.
To people who have used computers since the 1990s, this is an unnecessary dialogue. Doesn’t everyone know what a mouse is?
No, not everyone does. Nor does everyone know what a gigabyte is, or how the Internet works, or what a virus does, or the difference between Office 2003 and Office 2007. It’s called the digital divide, and it’s still an issue.
Granted, the digital divide really isn’t an issue in most office environments — you can expect your colleagues to have experience with computing and the Internet. But the fact that it still exists, even when computers are so inexpensive and ubiquitous, should remind us that we are not all at the same level, and it’s not always for lack of interest or aptitude.
I’m on this kick because I recently had the opportunity to spend a few hours with a half-dozen senior citizens teaching them basic computer skills*. We covered a range of topics, including search engines like Google, Bing and Yahoo; e-mail, including attachments, replies, forwards and address books; and how to avoid being scammed.
While explaining e-mail, I mentioned in passing the utility of spam filters. Spam naturally led to mentions of phishing, malware, spyware and CAPTCHA programs. But I was way ahead of myself. I had to stop, back up. I realized they didn’t know what spam was. The challenge was explaining in a way that was jargon-free, and not condescending.
In a post I wrote last week, I talked about the importance of help desk staff knowing how to explain technical terms in plain language, and how such a skill can can encourage IT/business alignment.
Here’s what I think should be mandatory for all IT personnel: Spend a day or two teaching people who have never, ever used a computer. It would do wonders for IT/business alignment — plus give staff some much-needed perspective.
*I found the opportunity through the nonprofit Greater Philadelphia Cares, which uses volunteers for dozens of projects. For information, visit the organization’s web site (www.philacares.com).
MORE INFO IN: Desktop Application Support | Contact PC Helps
About Jenny Sweeney
Recent Comments