Its been a long time since I ran the Edcom Boot Camps for school techies and teachers with technical responsibilities but I was reminded the other day how that although technology has advanced considerably the basic principles remain the same.
We used to discuss the 4P’s of tech support so its quite funny that I now work for a company that is called 3P Learning (totally different P’s but more on that later!).
In no particular order the main technical problems that occurred in schools could be categorised under four headings – Power, Printers, Passwords and People.
Power
A keen new staff member in the office reminded me of this when she left for the day and switched off all the power switches – disconnecting me from the internet! We’ve all read the stories about cleaners unplugging servers to plug in vacuum cleaners and calls to help desks compaining of computer failures during power outages. I’ve had my fair share of teachers not realising that their computer wasn’t just “the TV bit” and pushing the power button on the monitor and telling me it went “green, green, green, orange”.
Printers
This used to be such a fraught area! They were expensive and (I’m showing my age!) very few of them were networkable so we used to set them up as shared printers. Folk couldn’t get their head around actually choosing the right printer to print to. Generally these were the same folk that “lost” documents that they’d saved as well. Shared printers were the bane of our lives as well meaning folk moved them from PC to PC as they did some housekeeping in their classrooms and then complained that ever since you installed Encarta on the server they hadn’t been able to print to the printer – forgetting they’d shifted the thing!
Certain InkJet printers with design issues (a vertical paper intake) were receptacles for bits and pieces in junior classes that used to make their way into moving bits and render printing impossible.
Now – its bliss! When you choose Print it goes off into the ether and you can go to any printer which is also a photocopier and retrieve your job.
People
Sometimes we’d have to tell people that their computer had a PEBKAC error. They’d nod sagely, not wanting to admit that they had no idea what we meant. You can find its definition on Wikipedia! – Problem Exists Between Keyboard and Chair. Check out the PEBKAC videos on YouTube as well! User errors are responsible for most computer problems. It can be the personal user of the computer (whether teacher or student) or the inadequately trained techie that set up the system/network!
Being able to describe what has gone wrong simply and accurately is often the key to resolving the problem. “It doesn’t work” just doesn’t cut it! Think about what you’re trying to do and describe what happens. Most of the time the operating system or application tries to tell you what’s wrong so read any messages dialogue boxes that pop up. Its actually a great practical application of thinking skills!
Passwords
Pre-PINs and and internet banking this was a fraught area. Teachers really objected to having a password and really, really objected to having to change it regularly! Some teachers still grumble, but having your personal files accessed and deleted or some other horrible experience soon changes your perception and practice. Its really helpful to know and use the quick keys to lock your computer. In the Netsafe ICT Manager’s workshops we’d tell the story of the kid who took off out of the classroom and the teacher that took off after him leaving his laptop fully accessible to the other students who then wreaked merry havoc. Its as simple as choosing <flying window> + L (for Windows users) to lock your computer.
Actually there are 5 P’s. The 5th one is related to Passwords, because passwords give you access to your privileges, but the 5th P deserves its own space.
Profiles
Profiles can be so frustrating if set up incorrectly or if the user has been granted inadequate rights and privileges to do their job. If profiles are set up well they’re wonderful!
There seem to be two schools of thought when granting rights and privileges to teachers. The first (and worst IMHO) is “lock down, lock out”. If teachers want to try out a new piece of software on their own laptop they have to contact the service provider and pay for them to install something they were perfectly capable of installing themselves. The service providers’ rationale is that if the teacher (or anyone in the school) has administrative access they’ll muck things up and the service provider will have to fix it up. What they’ve actually figured out is that if you have admin access you may need to call them a few times but you’ll probably learn how to do things properly for yourself and won’t need to call on them so often (less $$$’s). If you need to call them for everything – more $$$’s! What actually happens is that teachers get frustrated and negative (and why wouldn’t you?) and the integration of ICT is severely compromised in the school.
The other philosophy is “empower the user”. Give users the privileges. If they muck up encourage them to ‘fess up (you’ve got to break some eggs to make a cake) and after you’ve fixed it, show them what when wrong and why, and show them how to fix it if it happens again. Believe me, you’ll never be without work to do – the only thing is you won’t be stuck at changing print cartridges and installing programmes the rest of your life! Its all about education – let’s make sure our service providers are education providers rather than education stiflers!
And the 3P’s of 3P Learning?
Play + Practice = Progress. Isn’t that just what I’ve been writing about?