Being approachable and helpful in a technical field Jul22 '08

Throughout my years as a developer and programmer, I've worked closely with many technical people, where I regularly required their assistance with everyday, work-related issues or problems. Even close friends or contacts of mine are technically-inclined, especially friends made through social networks, where it's my goal to meet like-minded people.

I realize there's that double standard going on when it comes to helping people with technical troubles. I've been on both sides of the fence. I've been annoyed at user's constant requests for piddly things (at least, things I think are piddly). I've also been in dire need of help, and been treated like my problem was piddly, with little or no help from others.

So I can accept that I can't expect superb help every time I need it, when I myself may have inadvertently treated others poorly.

The difference, though, is that I always go above and beyond to help someone. I don't just supply a two-word answer, or tell them "It works for me," and then ignore them. Sure, initially, I may provide a quick answer, because perhaps I'm in the middle of something, or maybe the user really is annoying and the request is piddly (if you asked most people, they'd think it is piddly too), but the difference is I will always follow up, no matter how piddly that user's issue seemed. I'll take the extra step to make sure the user was able to figure it out. Usually that means just stopping by and saying, "Hey, were you able to figure that out?" Just that extra level of care is what separates helpful people from unhelpful people.

I can usually tell pretty quickly who is helpful and who is not.

Helpful

Those that are helpful, I am comfortable pointing out bugs or issues that probably originated from their own efforts. I can simply say, "Hey, there's a bug on this page." Rather than getting defensive, they'll welcome the opportunity to fix something that they may have overlooked. They don't necessarily like bugs, but they enjoy challenges. This is the mark of someone who really loves what they do.

Those that are helpful also linger until the problem is fixed. This could be perceived as good or bad. They can often become overly helpful and continue to press the issue, when perhaps you just wanted a quick answer.

You know the type. They'll stand there by your computer while directing you to open a certain page or process, so they can look over your shoulder at the source of the problem. Eventually directing you becomes too difficult, so they'll completely overtake your computer.

Although this may seem annoying, this is a helpful person. They'll stay there with you until it's completely resolved, even if it means getting really behind on their own work.

Unhelpful

Those that are unhelpful are typically unapproachable. The slightest question will outwardly irritate them. Perhaps they don't come out and say they are irritated, but you can tell by their body language and response. It's like your completely interrupting something so important.

The most common response from an unhelpful person is:

"It works for me."

Unhelpful people will always find the gray area where they are neither right nor wrong. It's just enough to get you off their backs.

What are you?

It might be wise to consider what category you fall under. How do you respond to questions or problems directed at you? Do you immediately get defensive or argumentative, or are you open to hearing the person out?

It takes a certain amount of character to admit that you're wrong. Those are also the people I admire the most - selfless and caring.

I don't want to come across as the "morale police" here. I am not suggesting that I have never been unhelpful. We are all guilty of being unhelpful from time to time. However, if you try to be more helpful overall, you'll be doing a lot of good for those around you.

Categories: Development , People

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