IT are you listening?

This one is for IT folks and users that hate them. :-)

Forward: This started as a request to fix a list of “groups” in my contacts for sending secure electronic messages. This list of groups in my contacts has been a real sore point for some years. 1. Because I can’t pick a group that I want message but available in this list. 2. It’s so freaking long — when trying to edit it or just choose who I’m writing to — it’s trying to use. But most importantly, because I don’t have control. :-D

The graphic I show is what my list looks like — when making changes to the list. I can at least — display or don’t display. But it comes with other issues. And somehow I just got going on what really bothered me. “Customer Service”.

How it started this time

Yesterday, I visited the main Indy VA Hosp for the first time. On my way in — I had to ask questions, such as where the lab is or the pharmacy. I got vague pointing and people telling me to use certain “landmarks” to get there. Not helpful to me.

It reminded me of the technology that the VA currently uses. There appears to be no “manual”, no training for both patients and staff; and the IT staff are not accessible to ask IT questions (help). I’m often told just to not use it — if it doesn’t seem to be working.

What?🤦‍♀️

If I were a member of the VA IT team — and I did apply to many positions around the US for an IT job — and was never selected…I would be ashamed of admitting to my job in IT.

Why? Because the VA IT has earned the reputation of the “Helpless Desk” from the staff I talk to — when the topic comes up.

Who?️ In my 30+ years working in IT — I’ve seen this designation for many IT departments — in many fields. 👉 It’s an indication that the IT department does not really understand their mission, their role, and their ability to relate to users. Nowhere do I see this appellation more appropriate than with government IT departments. I am an ex-government IT employee — I am ashamed of having to admit it.

Right now I’m in a group session that meets once a week with video conferencing — but the session, itself, is a different criticism for another time — that I cannot contact.

I remember once, someone working in the VA — told me that I would not be able to electronically message anyone in the VA — unless they messaged me first.

I don’t know if that is true or not — I have many groups in my drop-down list that I have no idea why they exist — or should be removed because I no longer need the group, e.g., Milwaukee, and KY (Marion, IL) groups (I moved, sue me). Why would I want to remove them? Because right now my list is so long — it’s visually difficult to get through all of it to find what I’m looking for — when on my phone. And if I don’t find it — then I have to go to preferences to see if it is there.

IT people!!!!! Stop assuming users can read your mind. As a user, I want to leverage technology to assist me in getting the best possible experience from the VA. But I cannot — some of your choices in the design of user menus defy understanding for me.

I cannot assume what you meant, for example, who or what is: **Pact WHC 3 Scholcoff ??? and why does it appear at the top, as if to imply, it’s important? For that matter, ***Indianapolis Pharmacy Triage_Pharm ??? What? Triage? and it appears at the top? Does that mean it’s for emergencies only? The only place I’ve ever seen the word Triage used is on M.A.S.H. or in an emergency situation. So now I’m afraid to use this group designation because I think my requests are not important enough.

I’ve attached a list of my group items and highlighted the ones I have questions about.

Yellow highlights — probably should be removed from my list. Why not a 3rd option— to just remove them? As I said — this list is difficult enough to navigate when composing a message — it’s harder when editing the preferences to show/no show — the list.

I have three grayed out — because they are Mental Health — except I don’t know which one I’m supposed to use? I don’t know what is the difference between Indy and Indy West. And I sure don’t have any idea what the “Wakeman” version is.

The two green ones — are making me question my sanity. Why did these appear out of the blue?

The Aqua/Teal selections — honestly — I don’t know what they are for and how (what topics do they cover) to use them.

You’ll notice 1 aqua and 1 green selection also have pink ??? — that’s because I don’t know what one word means in the selection, e.g. who or what is “Wakeman” and who or what is SFVA? I think the second one is San Francisco (and I’m still puzzling over why SF shows up in the first place. I’m not sure I have ever been to the SF VA)

And finally, my biggest reason for writing — remember earlier I said I was in a group that I wanted to complain about?

A. I can’t message said group. The (substitute) group leader asked me last week to send her an emessage. I asked her for the group name and she said MOVE/something (I forget). Well, guess what? I don’t see a MOVE in my list. Since I don’t know how to contact them — how do I get them to appear in my contact list?

B. There is a “compliment” group but no complaint group. Talk about feeling helpless — why wouldn’t you have that option for users? Are you really that afraid that you’ll get so many? I don’t think so judging from the message I read on the “suggestion board” in person at the Indy VA. Do you know what that suggestion was? “Do away with the travel pay kiosks” some of us veterans don’t know how to use technology and have never been online.

And that is my complaint — this group I am in is the most backward group I’ve ever been in — starting with the leader/instructor.

I feel like I’m in kindergarten — and the teacher doesn’t know how to use her teaching tools — but can “fake” most of us out — because none of us were given a tutorial on how to use the teleconference software, in the first place.

She will mute all of us — giving us no choice to unmute ourselves. But then unmute all of us — and the squawking and squealing in the background — the echoes, everyone talking at once — it’s triggering for me. I asked her not to do that — and to let the members just unmute themselves when they want to talk or use the “Raise Hand” option — but except for when I asked her that one time — she doesn’t do it that well. And the majority of the attendees act like they are in kindergarten — in fact, I bet one of them is the one who wrote the suggestion to do away with the travel pay kiosks.

It’s 2021 — I am now retired — I spent the majority of my career in IT, in some way, shape, or form. Most of it was troubleshooting — so I did deal with users. One thing I’ve learned is that most users operate with FEAR of change brought by IT.

And fear is the number one emotion to bring your entire life to a screaming halt. If you fear something — you (usually) will not choose it because you believe that ol’ cliché “Better the devil you know, than the one you don’t” — people like me, who love to learn, do not share that attitude. It’s not about technology — it’s about change.

I often had to spend a great deal of time — explaining to users “the devil in the details” about new hardware or software. Almost always, I would bring up the previous software as an example. “Weren’t you afraid when you first started using it?” And helping them understand — they will only help themselves be better people overall — if they just open their minds to change. Bottom line — “In this case, you don’t get to choose — so better learn to use it.” and then I would gently help them learn how to use it. Giving them examples they could relate to — non-tech idea = tech idea.

I simply have no sympathy for these “Salty Ol’ Dogs” they learned much at the beginning of their military careers — they learned to do things they never thought they could do. They did! Or else they would have been ejected in boot camp. But through time — they harden back up again — and let fear rule their lives. Fear and obstinance — the obstinance is definitely triggered by fear.

I would be interested in hearing why both the IT department and training to use technology is scarce? In fact, I’d like to hear why staff will tell me not to use technology — instead of offering to help me sort out an issue? I’m curious — why couldn’t I find a single travel pay kiosk at Indy VA? Oh, yeah, I get it. Do you guys think I miss the long lines?

I really don’t blame anyone — but I do blame a lack of understanding and good technique to teach people. The IT department needs serious training in dealing with customers. I remember the Management 101 courses I took in university, and also in military Leadership and the “Academy” schools. Teach them how to deal with people. If they cannot learn — then teach them to deal with their fears. And if they still cannot — put them someplace where they never need to deal with users — but remember — all members in IT have an impact on users — whether it’s direct support or coding apps — you must always put the users understanding first!!!

The staff needs training on their technology. All staff and all technology. I’ve yet to find one department in the VA — that didn’t have at least one anti-technology person and it was felt — e.g. In Paducah, a doctor there with a reputation of being grumpy (and Oh, he was!) would not let his nurses use auto BP, temp, Oxygen detectors. They had to use an old mercury thermometer, a blow-up arm cuff and stethoscope, a watch, and 2 fingers on the patient's wrist. And expected us, patients, to live with this method. Again, another example, I call the Indianapolis Pharmacy — the pharmacy tech advised me not to use the online Pharmacy app. “Just call us!”

Aren’t they aware that many of the patients have PTSD and like me — hate to deal with people in person and on the phone? When I asked to be transferred to the IT Help Desk. They had no idea what I was talking about. Why is that???