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The Frustrated User’s perspective. November 28, 2009

Posted by mwidlake in Perceptions.
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I got the below email from a friend this evening. Said friend does not work in IT. He works in a large organisation with a large and active IT department that might just be forgetting they provide a service as opposed to laying down the law…

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Hi Martin

For the last few weeks since {an edited out software virus disaster} we have been bombarded with unsolicited security policies from I.T. They pop up during the 10-15 minutes it takes to logon to our computers. You then have to download the policy and sign at the bottom to say whether you accept or decline the policy. When I scanned through the 10th policy I was struck by the fact that none of it applied to my area of responsibility except for one small part that had been covered in excruciating detail in one of their previous pathetic attempts at communicating what is expected of us. And all said missives using what looks like a variation of the english language. Having skipped the policy during a number of recent logons I was now being informed that it is “mandatory” to accept the policy or decline it giving a reason. I declined giving the above observation on the lack of relevance to my role as a reason.

I have now been informed that it is not possible to issue only the relevant policies to individuals (and presumably having identified this is not possible, have not bothered trying in the first place?) and in any case there might come a time when I “might” be given a task where the latest I.T policy applies and therefore I have to be aware of the existance of the policy. I think this latest one was something to do with purchasing software packages from suppliers -although this isn’t entirely clear. There is no way that I would be allowed to purchase software packages, which is a shame as there are off the shelf products that do what we require, whereas the in-house system foisted upon us simply does not provide any reliable or useful information what-so-ever.

The following senario occurs to me. I write a policy on controlling legionella – not unreasonable given that we have swimming pools, showers, air con etc. in our premises. I then send a copy to every employee requiring them to open it — expect them to read it —- understand it —- and accept it, “just-in-case” they get asked to go and run a sports centre. What response do think I would get?

Although the risk of catching legionella is low, people have died as a result, but we do not require everyone to sign a policy for this or any of the other more serious hazards they face at work. I am not aware of any software-purchasing-related deaths of late. For dangerous stuff employees sign one policy when they join the organisation. If they have to deal with a hazard we make them aware by warning them about it and if necessary give them additional training, guidance and support so that they can manage the risk in accordance with the overall policy.

Perhaps we have got this wrong. Maybe we should require all computer users (just for example) to complete a workstation assessment online every day when they start work – and if they don’t their computer should blow up in their face and a guilotine then drop from the ceiling removing their hands so they can’t sue for RSI or eyestrain.

That’ll teach them
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I hope I have never been responsible for inflicting enough inconvenienve on my users to make them as aggrieved and angry as my friend.. Thing is, I now worry that I might have…

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Comments»

1. PdV - November 28, 2009

So familiar.
Must be careful to to reply with Rant and Anecdotes myself.

Remember the quote: “The level of control you are trying to excert is just not possible” (Jurassic Park, first movie). If systems become unworkable, ppl will not work, or will work so inefficient that nobody makes any reaonsable profit.

I dont have a good solution to the problem(s) yet, but I do know that I will not work in environments that are too restrictive.

(dare I also mention : See you in Brum, Wed 12:35…)


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