It’s easy to think of IT professionals as modern-day wizards. We come to them with our major computer errors and other issues with technology and they manage to set things right. All we can do is sit back and admire their seemingly magical ability to solve any and all of the computer-related problems in the workplace.
While the list of talents and skills that IT professionals have are numerous, there’s one resource in which they tend to rely upon most of all: online help forums. It turns out the key to troubleshooting most IT problems is the ability to utilize the vast number of help forums that cover the majority of topics related to IT in a business setting.
For instance, let’s say an employee goes to the company’s IT department with concerns about the latest Windows 10 update on their laptop. To think the technician assigned to solve the issue is already well acquainted with the solution would be naive. We don’t question the technician’s proficiency in IT, but he’s unlikely to be experienced with the nuances of a recent operating system update. How does he tackle the problem? He consults an operating system help forum online. If he can’t find an existing thread that discusses the problem, he creates one and waits for a reply.
This approach is replicated for virtually every aspect of information technology. A hiccup in database management? The IT specialist will likely look for answers via an online forum. There’s trouble with pesky malware that won’t go away? Let’s see if there’s been anyone else with a similar dilemma. While it’s not always the solution, online help forums are the first place IT professionals tend to look when it’s time to solve a computer-related problem.
This technique is something most people find themselves doing when trying to solve problems in their day-to-day lives. Unsure how to replace your windshield wipers? An automotive forum might hold the key. Wondering how you should prepare a turkey before putting it in the oven? The answer is probably available on a cooking-based help forum.
With this in mind, it’s clear why IT professionals rely so much on the guidance and insights available through online help forums. It’s the simplest and most straightforward option for tackling IT-related problems. Why devote hours to hit-or-miss attempts at fixing the issue when the solution is openly available online?
This all might sound like an attempt to diminish the talents and expertise of IT professionals. Nothing could be farther from the truth. The focus on the prevalence of help forums in IT troubleshooting brings attention to the efficiency and problem-solving skills of the typical IT specialist. They process the problem, determine the best way to fix it, and go about doing so. The fact they so often turn to help forums is a testament to their pragmatic approach to their work and collaboration.
Feeling surprised or disappointed with the idea that IT professionals rely on help forums is a reflection of unrealistic expectations. There’s a cultural tendency to assume that those who work in IT are some sort of wizards who possess incredible knowledge about all things tech. The truth is they’re regular folks just like the rest of us and apply common sense solutions to the problems they face.
