Idiot proofing fully mobile working?

[vbuggy]

So I have a senior-level employee. She interacts brilliantly with the people I employ her to do so with. However it would be fair to say that she has zero grasp of technology. To a level which has left our usually relatively patient IT guru at the end of her tether.

She has frequent problems joining an unsecured hotel (with logon later) wireless network in Windows 7, let alone fully grasp the complexities of typing in an access point password. I also don't believe she has ever managed to connect via 3G on the move.

Here's an illustrative story: She let the batteries run down on her new handset as she said she couldn't get the power adapter plug to fit. She only looked on the same side of the handset as her old one.

The problem is that because she has the fear of tech, when she is travelling by herself she just panics and makes things worse, especially as she somehow manages to rope in even less capable people to attempt to solve her problems on-site.

In the case of the wireless and 3G modem issues I've tried to show her how to connect, but the self-regard and pride that's part of her makeup comes in here as she doesn't want to show to me, her boss, that she hasn't got it - so she doesn't actually tell me when she hasn't understood something. I *know* she hasn't got it, so I suggest that she tries it again or write it down, and she shrugs it off because she still thinks I might think less of her for doing that, without realising I already do. And the next time there's a problem, she calls someone she thinks is junior to her and berates that person to solve the problem, without actually communicating any relevant details to allow that problem to be solved.

Extreme self-absorption, pride, entitledness and total technological illiteracy = not a great combo as it turns out.

She's caused sufficient disruption and discord among other staff members that I am thinking about replacing this person, but I'd rather not as in terms of person-to-person client interaction, she's very effective and that is a major part of her work. It's the reporting and communications aspect that she's fundamentally challenged in.

What would you do in this situation? I have a few more ideas but I wanted to ask a tech-based hive mind what they would come up with, especially if they've encountered such a person before.

She currently carries a Sony Z13, WWAN enabled.

 

[Fardringle]

Do what I do with my father-in-law. He's in pretty much the the same position as your employee: brilliant at what he does, but not compatible with technology. Any time he needs to learn how to do something on his computer or phone. He knows that he's not very good at tech stuff but he still hates to ask for help, so I write down exact step-by-step instructions for him so that he can repeat the process as often as he needs to in order to learn and remember it.

 

[Puppies04]

You seem quite able to write a fair list of her shortfalls why not ask her for a chat and explain that the way she has been behaving is unacceptable. I get the feeling you think that this course of action wouldn't end too well but she needs to have a basic grasp of technology to do her work. Not being able to find a power adapter port on a mobile device is completly unacceptable as far as i am concerned and smacks of a "If i don't already know the answer then i don't give a fuck about it" attitude. Not many people including myself would stand for this type of behaviour and trying to find a way round this ignorant attitude instead of getting her to change is only going to give you more headaches down the line.

 

[BoomerD]

As soon as something is made idiot proof, they just come up with better idiots. ...

 

[corkyg]

I can sympathize with both parties. The answer lies in training. I train dozens of seniors every year - most are younger than me. <LOL>

Sometimes a step-by-step printed guide can work wonders. Also, a few hours with a coach can also work wonders. OTH, . . . I have run into some absolutely non-trainables. If her other qualities merit retention, then training is a good investment.

 

[vbuggy]

I'm just digesting the other comments. But going by the skim read so far, I should clarify one thing: By senior, I mean she's at a senior level in my business, not agewise - she's in her early 30's.

 

[vbuggy]

Do what I do with my father-in-law. He's in pretty much the the same position as your employee: brilliant at what he does, but not compatible with technology. Any time he needs to learn how to do something on his computer or phone. He knows that he's not very good at tech stuff but he still hates to ask for help, so I write down exact step-by-step instructions for him so that he can repeat the process as often as he needs to in order to learn and remember it.

The IT guru did an element of that at first, but the problem is of course that a simple change between the wireless setups of hotels, etc is often enough to throw her off.

And even when she's talking to me, what is happening is that she's saying to me it should work, while providing little actual information about the problem, or doing nothing that will get it to work despite what I'm telling her... am I making sense? Counterproductive assertive windmilling, if I had to put a label to it. I don't know exactly how she spoke to my IT, but I can take a guess at why neither of them will speak to her anymore.

Training is fine, but what do I train someone like this in? All of Windows? Out of the question. And as I said above, senior doesn't mean 'elder staff' - she's much younger than e.g. me. (And has more than one referred to herself as a 'geek' - apparently being glued to Facebook, reddit, etc is 'geek'. I might have snorted once when she said it).

I'm thinking this must involve some sort of technological solution, but I'm at a loss as to what sort of shape that solution should be in. I don't think I can get her to change, so I'm thinking must change certain elements of her personal tech to counter her ineptitude with it.

She's wanted a Mac for a while, but in terms of collaboration we're a Windows shop and I don't intend to change that. And I'm not sure it'll make things that much better even if we changed - I fear it might, as with many technologically challenged who make the move to Apple, make her even more arrogant in her 'it should work'-ness.

 

[Kenmitch]

I'm just digesting the other comments. But going by the skim read so far, I should clarify one thing: By senior, I mean she's at a senior level in my business, not agewise - she's in her early 30's.

That explains your tolerance for her technological shortcoming

Well it was either that or I was wondering if she was possibly your misstress :whiste:

Maybe she needs an iphone ???

iphone and a tethering plan might be the easiest way to get her online without alot of support.

 

[vbuggy]

That explains your tolerance for her technological shortcoming

Well it was either that or I was wondering if she was possibly your misstress :whiste:

I meet, and work with, many women in the course of my daily duties.

Some of whom, like the woman in question, may be 'resting' actresses, ex-models and what have you who're good at talking themselves into promoting my wares and generally communing with the lifestyles of my clients. And they aren't my bitches!

I know, it's incredible, right?

Maybe she needs an iphone ???

iphone and a tethering plan might be the easiest way to get her online without alot of support.

She needs to be able to do a lot more than with an iPhone on the move. Same with iPad to an extent, but let's face it, she's probably going to have the same issue joining hotel networks, etc. For her to be constantly on 3G while roaming is... well, I could employ yet another hapless assistant for her for what it could cost a year.

It is one of the things we're thinking about doing, although it'll require some back-end work to get it viable - as my IT says, "No-one else is dumb enough to need an iPad yet for actual work" - but as I mentioned above, I think beyond the initial honeymoon period of 'oooh swipey swipey', it might actually hinder her more.