Recently a user called the help desk because one of the online data management applications he was using was running extremely slow.

This is normal, right? When you have issues, call the experts! In the world of technology, this ensures the issue gets documented (in case it affects others) and hopefully resolved for the caller. So, really, the remarkable thing about this call was how such a mundane issue inspired my own reflection.

Disclosure time: I was the caller, and much of my job is providing technical support and teaching faculty how to use new and current learning technologies. The solution to what I called about? Simple – clear cache/browsing history and restart browser (i.e., Internet Explorer, Firefox, etc.), essentially Troubleshooting 101, and something I recommend to users all the time.

Reflection time: So, why didn’t I think to do this? I think it was partially out of frustration, but also because, like everyone these days, I was multitasking and didn’t want to stop what I was doing to fix the issue. Additionally, I didn’t want to have to re-launch and log back into the four applications I was using.   

However, once I got past needing to restart everything, I was actually able to laugh at the irony of a technologist forgetting (or worse—ignoring?) their own advice. Interestingly, the whole situation gave me pause to think, and possibly gain an understanding of other users.

Discovery time: In my musings, I found that we’re all in the same boat, as technology will eventually sting each of us, no matter what our user level is. It’s good to laugh, (sometimes at yourself) and finally, when technology does sting us, we need to remind ourselves of the ways it helps us too. For example, three of the applications I was using allowed me to manage workflows with three different entities, and the fourth allowed me to do any required task. It would not be possible for me to manage all this without technology, so after thinking about it, an occasional clearing of my cache/browsing history, or browser restart, is not such a big deal!

If you ever run into issues and want to try clearing your cache and browsing history, I would encourage you to do a Google search for the steps and give it a try. Doing so will resolve many of your common browser issues. Good luck!

Mike Mackessy

Image from music2work2's flicker photo stream

Over Thanksgiving, I had many great conversations with family, during which, my Aunt Jane mentioned something about technology that piqued my interest. Of course, the topic changed before I explore her comment. Now, for the life of me, I can’t remember what she said. So, I thought it would be interesting to interview Jane on the topic of technology to see how her experiences might mirror some of the issues we deal with here at WSU. You may find some of the correlation thought-provoking.

MM: What industry do you work in and what is your position title?

Jane: I work in the Construction Materials and Lumber industry. I have been a Credit Manager in this industry for over thirty years.

MM: What role does technology play, day to day, at work?

Jane: Until the last couple of years, this industry hasn’t changed the way it’s done business very much – invoices were sent out every 30 days; if a customer requested an early invoice or quote, it was sent via fax to a stationary fax machine. Now, with money as tight as it is, our customers want the invoice delivered with the merchandise, allowing them to bill their clients quicker. With this, our customers also need the information sent to their email and smart phones. Currently, our software doesn’t allow for this, so we end up doing a lot of manual work – pulling files, scanning documents, etc.

About three years ago, our company considered upgrading the software we use, allowing most of the time consuming, manual work we do now tobe done electronically.

MM: Why did you decide not to move forward with the software upgrade?

Jane: Cost was a factor, but, our decision was based primarily on industry culture. For years, our business has been done either in person or via phone. This type of personal relationship has been a key part of our success, and must continue to be, even as we move toward electronic communication.

Also, three years ago, very few people, in our industry, were interested in doing business electronically. However, customer needs have changed very quickly, in part due to a new generation entering the industry. In the future, those who are able to adapt quickest to this new mode of business, will be the ones who thrive as we come out of the recession.  

MM: How would you rate your comfort level with basic computing and the Microsoft Office Suite? How about your staff? What do you think their comfort level is?

Jane: I’m pretty comfortable with computers and Microsoft, at least with Word and Excel. With staff it definitely varies by person. In general, though, none are overly interested in technology. In fact, another manager and I are considered the “go to’s” for technical issues and training, and we’re not that technically orientated! The key is make technology relevant to the person – associate the technology with either a task the person does, or, with a hobby of theirs, if it can demonstrate what you are showing them.

Even though Jane works in a different industry, I find it interesting that she’s facing issues similar to those of the WSU community. WSU recently launched the zzusis portal to provide on demand, user specific, and important community information. Additionally, we all manage emails, instant messages, and multiple phone lines to help our faculty and students when they need the help.  WSU also has a social presence, with accounts on Facebook, YouTube, and Twitter. Sometimes we use blogs (like the one you’re reading now) to connect to audiences and stakeholders who lead busy lives and need to connect when it is convenient for them.

Teaching technologies also play an important role in our work. At WSU, the most commonly used are likely Angel, Tegrity, and Elluminate (BB Collaborate); however, many other resources are in use and available free to faculty and staff. These technologies remove barriers of time and place, allowing teaching and learning to occur outside the confines of the traditional classroom. As Jane states, “those who are able to adapt quickest to this new mode of business, will be the ones who thrive.” I believe it is absolutely appropriate that we use the technologies of today to help educate the innovators of tomorrow.

For ideas on incorporating technologies into your teaching see WSU Online’s Showcase and other resources.