Network Managers Worldwide Report on the Most Common and Frustrating Problems that Users Experience with Computer Equipment
SNS Consultants, the leading South African network and systems management integrator, today announced the results of its Network Rage Survey. Conducted in conjunction with U.S. vendor, Concord Communications, the survey of network managers worldwide was aimed at gauging the level of rage among the computer users they support.
Eighty-three (83%) percent of survey respondents reported abusive and often violent behaviour by users as a result of computer problems. Acts of violence resulted in dozens of shattered monitors, smashed keyboards, kicked-in hard drives and flying computer mice. Survey responses also included repeated anecdotes about users who express frustration at computer mice that do not work when manually picked up and pointed at the computer screen and those who become enraged when they can`t find the "any" key. Results of the survey indicated that network rage is clearly a growing phenomenon.
Outrageous behavior U.S.-based psychologist and business consultant Dr. Will Calmas, specialising in corporate communications, likens this kind of behavior to road rage. "When people are on the highway at a complete standstill, they sometimes express unprecedented levels of frustration and engage in outrageous behavior that is often referred to as `road rage.` This rage is often a result of pent up hostility," said Dr. Calmas. "When people are under a lot of pressure from supervisors and managers to meet tight deadlines, they can become frustrated and lose control of their temper. Instead of voicing their frustrations to their supervisors, some people choose to take out their aggression on inanimate objects - in this case, monitor, keyboard or mouse."
According to survey respondents, the number one piece of equipment broken during an act of network rage is the keyboard. Broken mice and shattered monitors tied for second place and kicked-in hard drives placed third.
"At SNS Consultants, our work centers on easing the difficulties associated with managing a network. We conducted this survey in conjunction with Concord Communications to see exactly what sort of outrageous problems network managers deal with on a daily basis," said Jannie van Zyl, managing director at SNS Consultants, Concord`s sole South African reseller. "The survey proved that end users call on network professionals to be more than just administrators - they must also be patient educators."
Survey Survival Stories
A network manager at a large industrial manufacturing operation in S.A. shared the story of an irate user who was unable to open files attached to email. Over the phone, the manager instructed her to "right mouse click to open." The user replied that it was not working. When the network manager inspected the user`s computer in person, he saw the words "mouse click" written repeatedly across the screen. When the manager asked the user what she was doing, she replied, "You told me to write `mouse click.`"
Another network manager in Johannesburg encountered a tricky situation when one of his colleagues in charge of operating the PC network within a store complained that the stiffy drive would not work. "After we called a technician to look into the problem, we found that hundreds of cheques had been jammed into the stiffy drive opening," he said. "It seems some employees mistook the floppy slot as a cheque slot."
The survey also pointed out that it is often a challenge for network managers to introduce employees to new software programs and advances in communication technology. A network manager for a large insurance company encountered such a problem when introducing staff members to electronic mail. "I received a call from an enraged user who claimed to not be able to send emails," he said. "After I calmed him down, I asked to see a sample of an email message he was trying to send. The email address included street name, town, city and full postal code."
@EditorNote = Editors note
SNS Consultants is the leading specialist Network and Systems Management Integrator in South Africa. Headquartered in Cape Town with representation throughout the country, SNS Consultants addresses the growing need for integrated systems, network and services management by providing consultancy, design, development and implementation of management related products, as well as training, in the enterprise management arena.
SNS Consultants website address is http://www.snscon.co.za
Concord Communications, Inc. is the leading developer of Web-based network reporting and analysis solutions that provide customers with the information they need to measure the effectiveness of their IT investment. The premier service providers, ISPs and Fortune 1000 companies turn to Concord each morning to assess the health of their corporate networks. Concord is headquartered in Marlboro, Massachusetts.
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