Daily Archives: January 14, 2009

Purgatorio

I have a dilemma.  It is one that puts me in direct conflict with myself, and is remotely related to my post from November about where to draw the line when helping patrons.  We received a new printer/copier for student use back in October.  It has a document server that allows students to select the document they want to print and combines that with a coin-operated printing system.  For the most part, it works exactly the way it should, and should save me having to take printing payments every few minutes.

 

However, even after two months of usage, students still look on it with fear and trembling and ask my help over and over and over again.  I have a large sign with step-by-step instructions, complete with pictures of all the relevant bits.  It’s a four step process.  Put your money in.  Press the “Document Server” button.  Use the touch screen to highlight your document.  Press Start.  I even have instructions at each computer workstation: Print as you would normally.  Walk to the printer.  Follow the instructions printed there.

 

But this is what actually happens: the student prints, then comes to me at the desk.  “Did my syllabus print?”  I point to the large printer four steps to my left, and show them the instructions on the wall above the machine.  I continue my work (or my discussion with the student I am helping) and listen for the sounds of the printer.  As soon as I am free again, I look over.  The student is usually still standing there, staring at the machine.  I walk over, and ask them if they need help.  They have a panicked look, and say “I don’t know what to do!”  I walk them through, step by step.  “Oh – I didn’t see the instructions,” is quickly followed by “That was easy!” 

 

OK, I get that initial reaction.  New technology can be intimidating.  There’s a fear of breaking the machine, or messing it up somehow.  But the same student will come back two hours later and we will repeat the process, almost word for word.  I spent over *four hours* yesterday showing the nursing students – over and over – how to use the printer.  And they used it last semester!

 

However, even after two months of usage, students still look on it with fear and trembling and ask my help over and over and over again.  I have a large sign with step-by-step instructions, complete with pictures of all the relevant bits.  It’s a four step process.  Put your money in.  Press the “Document Server” button.  Use the touch screen to highlight your document.  Press Start.  I even have instructions at each computer workstation: Print as you would normally.  Walk to the printer.  Follow the instructions printed there.

 

So I ask those wiser than myself: how do you teach folks how to use the technology so they become self-sufficient? More importantly, is there some kind of trick to creating printed instructions that actually are useful to a new user?  I really do want to help, but I also can’t afford to spend half of every day just helping people print.