I don’t think, therefore I am not…

September 20, 2010

… able to do my job? …able to stay employed?

I’m increasingly encountering computer users who want me to help them learn how to do exactly one thing. It’s the thing they need to know at the given moment. The problem with helping them is, two weeks later, they’re back wanting to know how to do exactly one more thing. Usually it’s because these people lack the understanding of a core concept.

There is a minor and major problem to giving these people exactly what they request. First, I won’t be around as their consultant forever. After a favor or two, I realize I’m being used as a crutch. I refuse to give fish, so I switch to a different tactic and try to address the major issue: why they’re not able to think through the unexpected. These folks don’t understand the root problem behind their inability to continue working when the road forward hasn’t already been thoroughly marked with instructive signs. They’re slaves to hand-holding people, guides, tutorials, and job aids. As a result, they’re not fully self-sufficient and have drastically reduced productivity. Why?

Knowing a procedure isn’t the same as knowing why the procedure works, and computer use, as I say in my book, is inherently a thinking activity. Those thoughts must be based on something, and the best computer users I know base their problem solving on general principles and wholistic patterns, not specific procedural guides. How-tos and step-by-step instructions become obsolete relatively quickly. Core concepts rarely do. What happens for the user who knows only a step-by-step software process when a step in that process changes due to a software upgrade/update? I’ve witnessed the same result many times over. Every time such users encounter a break in the process — unfamiliar territory with no street signs in sight — they halt. They simply can’t continue. They’re lost. Unable to solve their own “problem,” productivity grinds to a halt.

Clark Quinn confirms Read the rest of this entry »