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• October 2008 Issue
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Getting to The Root of the Problem Troubleshooting Technology Issues Requires Problem Solving Skills

From the Oct. 2008 Issue

Pam called in a panic. The system was down, and payroll for 30 had to be done by 3:00 p.m. Send someone now!!

She was clearly stressed when our consultant started asking questions: When did this happen? Who is having the problem? What were they doing when this occurred? Pam fumbled and yelled around for answers. The temperature rose until the last question yielded the simple fix: There was a loose network cable on the back of her workstation. Technology problem solved. Back to work.

When we lose something around the house, my family is fond of noting how wondrous it is that “you found it in the last place you looked.” That always brings a chuckle. But there’s usually not much to laugh about when you’re troubleshooting a technology issue, though the outcome is often the same: The fix is usually in the last place you look.

The challenge for technology providers is to find it quickly, and that’s where good problem solving skills come into play. And the trick for that, as Sherlock Holmes proved in solving all those mysteries, is to ask questions.

When the panic call comes from a non-technical user, you’ll want to start broad because you often have the added element of fear. For those more comfortable with technology, you can drill deeper quicker. In all cases, listen to the answers. The goal is a line of questions and answers that leads in the right direction. Teach these problem solving skills to your clients, colleagues and the professionals they rely on, and you’ll be the hero!

Where to start?
The folks who study this kind of thing say start at the beginning — define the problem. This step is vital; it was what enabled us to quiet panicky Pam so she could stay comfortably on her Payroll schedule. When faced with “an issue,” many will react to what they think the problem is rather than taking time to understand why there might be a problem. Stress fuels it. Add the fact that this is technology, and even the level-headed can’t always cope.

Start with the facts. You may not always “get to the root of the problem,” but with this information you will decrease solution time and dispense with the time-sucking drain of a disorganized approach.