Users are always the same

User behavior tends to follow certain patterns regardless of industry. - "Users are always the same."

So what are these user archetypes, and what's the best way to handle them? Here I present five of the most common user types, gleaned from IT pros in the field, and throw in one of the angelic variety for good measure.

1. The Know-It-All

You know this user. He knows a little HTML, and he defragged his hard drive once, so now he thinks he's an engineer who knows more than you. He often refuses to follow policies and instructions and has been known to poke his head in the server room "just to see what you're up to."

Know-It-Alls often insist on doing things their own way. They change options and settings on their computers just because they can, and they have a tendency to connect devices and download software to their computers that IT does not support.

And, predictably, they're arrogant enough to think they can't possibly be wrong about any of this.

How to handle: Get really technical on them to see if they know what I'm talking about, If it's false bravado, they'll catch on pretty quick that they don't know what I'm talking about and have to concede that I do know more than they do.

IT help desk pros have locked down Know-It-Alls' computers so they can't do extensive damage, and still others say empathizing with the Know-It-All actually does the trick. After all, perhaps they're just trying to expand their knowledge. Whatever path you choose, IT managers advise, don't lose your temper -- which can be easier said than done with this type of user.

2. The Know-Nothing

We've all heard the joke about the clueless user who looks in vain for the "any" key when prompted by their computer to "hit any key." Unfortunately, that's no joke. Meet the Know-It-All's polar opposite, the Know-Nothing -- i.e., the person who knows so little about technology he requires handholding for even the simplest tasks.

These novice users demand a lot of attention and often require multiple visits for help, managers say. They're frequently unable to articulate problems on the phone or over e-mail.

Know-Nothings like routine and often appear terrified of change, and once they've learned a program or task, they're hard-pressed to adapt to a new or different way. Also, they get freaked out by things like unfamiliar icons or new tool bars.

How to handle: It's tough for IT pros to put themselves in the position of novice users, partly because you can't assume they have any level of technical proficiency whatever.
-"It's hard for geeks to oversimplify things."

3. Mr. Entitlement

Often heard uttering the phrase, "Do you know who I am?" this particular user type comes in a variety of subspecies. It may be the CEO, who (let's face it) is genuinely entitled, or it may be a peon in marketing who thinks he's entitled simply because you're in customer service and he's, well, not.

The Entitlement twins are always on deadline with a super-important project, which means it's OK (in their minds, at least) to demand your immediate attention, ask you to skirt established procedures or call when you've got one foot out the door on Friday at 6 p.m.

How to handle: Delicately. All offices have politics, and users in a position of importance can make your life difficult until an issue is resolved.

When dealing with a senior executive, it's almost always in your best interest to drop what you're doing to fix a problem, support pros say; it's simply the smartest course given the reality of office hierarchies.

For those users sitting lower on the corporate totem pole, it's sometimes (stress sometimes) prudent to cater to their demands, provided the criticality of the situation is validated by the user's higher-ups.

4. The Finger-Pointer

Finger-Pointers never think (or at least, never admit) that they're in any way to blame for any of their problems -- you are.

When their systems are running slow, they assume that IT must have "done something to the server." Their lost or misplaced documents and forgotten passwords must be the help desk's fault. And yep, their misdirected print jobs and lost e-mail folders are all part of a vast IT conspiracy to mess up their workdays.

You know you've got a Finger-Pointer on your hands when you hear phrases like, "Everything was fine and then my system just blew up. What'd you guys do?"

How to handle: You can't win battles with a Finger-Pointer, so don't try, help desk staffers say. If they're bold enough to insist you're to blame when they know deep down that you're not, there's no way they'll back down in a public arena, or even privately.

Do not get sucked into a you-said, they-said argument with a Finger-Pointer. Try to say something like, 'Yeah, this software stinks.'" gives Finger-Pointers the feeling that they're not singled out, that others users are having trouble with a particular program or task.

5. The Twentysomething Whiz Kid

This person has dozens of freeware applications on his computer, along with three IM clients and a passel of unauthorized open-source software, and he knows how to use a proxy Web site to bypass the company firewall.

He's the Twentysomething Whiz Kid, a cousin to the Know-It-All, except that the Whiz Kid actually does know something about technology. You can engage in technical debates with the Whiz Kid. He has an opinion on whether non-GPL software can be dynamically linked to GPL libraries. In his cubicle, he has a stuffed Tux, the Linux penguin mascot. And he's highly likely to be a gamer, dude.

How to handle: Is it possible to simultaneously embrace Whiz Kids' enthusiasm while keeping a lid on their technological adventures? You should try, managers advise. However cute and capable they may appear, don't allow them to run amok on your network. Left unchecked, they could inadvertently expose the company jewels.