Just mediocre

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I have a meeting with my supervisor, or manager, later today. It’s kind of a “check-in” and not an evaluation or anything like that. It’s a time to just chat about how things are going, visit, and a time to voice concerns, suggestions, etc.

So, the meeting usually starts with the same question, or the same line of questions – “How’s it going? How are you feeling?”

Over the last several years, it been getting harder and harder to answer those questions. Do I really (I mean REALLY) tell the truth or do I just minimize what or how I am feeling and fudge the truth? In the past, it never felt like I needed to hedge the truth (much). I felt like I could be honest. But, as time has gone on, there isn’t the same feeling with my manager, isn’t the same feeling in the team, and isn’t the same feeling in the organization. It’s hard to pinpoint the change, but much of it stems from the feeling that management is no longer listening to what we need or want, isn’t willing to be work with people, and then really that translates to they don’t really care what the employees telling them. Granted, it’s a government job of sorts, so that hasn’t ever really been totally true but over the last several years it has not gone in a positive direction.

What do I say this afternoon?

Well, for one thing I will say that I don’t feel like I am doing the best job I possibly can. It has become increasingly difficult to do a good job.

Part of the reason is because our team has shrunk over the last year and it has been an incredibly slow process of bringing on people to replace those we have lost. There have been three new hires since the beginning of the year, but it takes time to get them up to speed (they have three years to be “proficient”) so they don’t contribute to an even distribution of the workload. Their knowledge base just doesn’t afford for that to happen. Additionally, because everyone has had to pick up extra slack, the projects we need to work on and the new knowledge we need to develop as experience software analysts can’t be done. Everything gets put on hold.

Another part of the problem is that we are supporting two different versions of the software at the same time. The migration process that was originally thought to take three years has turned into a disappointingly difficult process because of the poor development from the software creator. As such, there have been so many hurdles to overcome, software issues in the newer version of the software, that the process is now running on five years and there is at least another 3-5 to go before everyone is back to using the same software again. Learning and troubleshooting the newer version is slow, tedious, and unpredictable because when there are issues we are never sure if that is the way it was designed and supposed to work or if it is broken and needs fixed. Then trying to get the creator to make it work like schools need it to work (or at least similarly as the current software they already know and use) has been frustrating and tiring.

Needless to say, I don’t feel like I can give the clients the best of my efforts. I am spread too thin, can’t focus on much of anything without getting more duties, additional tasks, or trying to learn something new in either software. The best I can do is just mediocre.

Anyone feel like mediocre is a good thing?

I realize sometimes you just hang on and hope that things get better. It might. But how long do you hang on?

If my manager asks if I was looking for a different job, I probably would have to say that I am not actively looking but my eyes are open to other opportunities. I don’t have any at the moment, but if the right one came along I can’t say that I wouldn’t seriously consider it and jump ship if it was right for me. It’s not that I am unhappy, it’s just that I am not happy either.

Make sense? Probably not.

Mediocre.

I hate that.

Mind reader

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I provide customer support to school district for their SIS. I have clients all the time that apparently think we are mind readers because they give us no details in order to investigate an issue.

Today’s email:

Hello, one of my teachers has posted his grades but some still show as not posted. Can you tell me why this is so so I can pass it along?

What am I supposed to do with this? There is nothing in this email that gives me any clue what to investigate other than it is a teacher and has something to do with his gradebook.

This should be proof about customer service people and why they are already irritated before you even start talking to them. If you are going to be a smart customer/client, you have to provide the people that help you with detailed information not just “it’s broke and I don’t know what to do.”

Now, I have to call this client and ask questions before I can even begin to investigate the issue. This is a waste of my time and a waste of theirs as well. It could be easily fixed, but I won’t know this on the initial call because I will have to get more info first.

*shakes head in disgust*

Come on people, work with us here. We aren’t mind readers.

Last minute

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Nothing like starting the day off at work thinking you are going to be doing one thing, only to find out that that plan is totally out and you will be doing something completely different and something you haven’t prepared for at all.

I got thrown into a training today, on a piece of the software that I am somewhat familiar with but by no means an expert on. Someone else has been prepping for this training for weeks and they were ill so they couldn’t do the training this morning. Luckily they had written a script for the training and I had an outline to work from. Otherwise there would have been a lot more fumbling around than there was.

The training went fine (I think) with only a few little spots where I needed a little help from my co-host, but the software was demonstrated and is now at least familiar to those who might be using it.

I may not get the best training ratings though. As someone who has sat through plenty of trainings, you can always tell when the trainer isn’t as familiar with the subject matter as they would like to be. That was me this morning. So, I imagine the reviews won’t be all the great.

Oh well. Good thing my paycheck doesn’t depend on it at this point.

Unknown

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People at work are angry with you. Well, not really angry so much as irritated because you didn’t do a part of what you were supposed to.

I just learned that I was supposed to do part of a software configuration in the new software for a school district that just converted. It’s not a life or death issue and, yes, it is inconvenient but it isn’t something that keeps the district from doing what it is supposed to do.

The only problem is that I didn’t know I was supposed to do it.

The process is still pretty new and there are no manuals from the software company that says “Do this in this order to set up the software for district use after conversion…” so we are kind of feeling our way through the process. Stuff gets missed or falls through the cracks since we don’t know completely what needs to be done.

There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we know we don’t know. But there are also unknown unknowns. There are things we don’t know we don’t know.

Donald Rumsfeld

So why the heck are you irritated with me if I didn’t know I was responsible? And why the heck are you irritated with me if I didn’t know what the heck I was supposed to do if I didn’t know I was supposed to do it?

Now that I know, I am aware of it and can take care of the next time, but for now:

BITE ME.

Placation

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I am not sure if that is the right word or not. Generally, I am not at a loss for words but the definition for placation kind of fits but doesn’t at the same time.

The definition means that there is some sort of concession or giving of ground. But what if that isn’t really the case? What if someone has just told you something, like “Let’s discuss this at a later date,” but has not intention of actually following through with their statement. They just said it to shut you up.

Do you know what I mean?

Yeah, I don’t like being treated that way either. Whatever word is appropriate to be used for that situation. Appeasement? Maybe, but again it implies that something was given up by the other party. Concession? No, that’s not it. Patronize? Yeah, maybe that’s it.

I don’t know. I just know I don’t like being treated like that.

 

Teams

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Transition is hard. Lots of people hate change and resist it when it happens. I am not really one for change for change’s sake and I don’t really fear it, but sometimes change just isn’t necessary. – especially when you have something that serves the purpose fine the way it is.

Software changes should make your life better (either more convenient, streamlined, or all encompassing). At the very least, it should make your life less complicated right off the top. At work, we are going in the wrong direction for ease and internal communication.

We are switching from Skype for Business to Microsoft Teams. Never heard of it? Yeah, me neither until now.

I am just learning about this new software and how to use it, but so far I am not all that impressed. It seems to have taken the social media approach to business communication. Teams doesn’t integrate Outlook with it, so not only do I have to have Teams open but I also have to have a separate program open for my calendar and email. How is that really streamlining things? It’s not. At least not yet.

Guess you could say I am not feeling much like a Teams player…

**Thank you, thank you…I’ll be here all week…**

Stepped in it

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I made the mistake of working with a client on an issue that was outside of my knowledge wheelhouse. It really wasn’t that big of a deal and should have been an easy solve for those who are more knowledgeable than I in this particular area. However, as it turns out, not only am I a “middle guy” but so is the client. So you have two middle guys passing information back and forth only to have two larger organizations duking it out above us as they blame the issue for each other.

As such, I was trying to keep my head down and just play my part in passing along information.

Well, as I was following up on this issue this morning (I hadn’t heard anything for several days, going back to last week), I found out that there were at least three other people involved, but didn’t now know that because I wasn’t included in the follow up emails as the issue continues to cause problems.

To add even more confusion, one of my colleagues who was trying to be helpful (though she often steps where she shouldn’t) saw an email in our customer support account that wasn’t addressed properly and started an completely new client ticket before looking to see if there was history on the issue. Now, the issue is in giant CF mode!

I didn’t want to deal with this issue in the first place, so I am going to do what anyone else in my position would do when they venture onto the farm and promptly step into a big pile of B*LLSH#$%…pass it to a colleague who should have been dealing with it in the first place.

Now, I need to find a rag to wipe off my shoes.

Planning

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So, I am doing a training today. Teaching teachers to use the software the should be using for grading students.

I am usually the type of guy who doesn’t mind someone pointing at something and say, “Do it.” I show up, and do it.

BUT, this morning is a bit different. I wasn’t a part of the planning of this and I found out yesterday there are all kinds of factors that could make this morning go very poorly.

First, this training was supposed to be to one district who requested the training. Somehow members of another district managed to get into the training. I think I nicely took care of that issue by letting them know that the training was indeed intended for a specific district and that they weren’t really invited.

Second, the registration website being used to sign participants up for the training says the training starts at 8:30am. My calendar says it starts at 9:00am. So which is it? OK, I am flexible and can go with the flow….except for the last thing…

Finally, there is a meeting scheduled in the room where the training is supposed to take place. The meeting is scheduled from 7:30-9:00am. Uh, that is a problem! Not only can I not set up and prepare for my training, but if the training is truly supposed to be at 8:30am what am I supposed to do with the people who show up on time for the training?

Yeah. This could turn into a CF real quick.

I know my stuff. I don’t have an issue working on the fly. Hell, I taught high school for 15 years. I can go with the flow with the best of them…but at least I had some control of my environment to some degree. In this case, I have little to none.

And on top of it all? I am wearing slacks on a Friday, which is supposed to be casual day at the office. Damn.

 

Survival mode

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One day. Just make it through the day.

Friday before a long weekend. Will it be busy? The hope is that it won’t be because district employees will be taking advantage of their last long weekend of the summer. Alas, the hope had died on the vine…

We are already running and I don’t think we have hit the ground yet.

The flood of support tickets continues. At one point yesterday, I had six open support tickets and trying to support them all at the same time. Today, I already have two to start with. Hope this isn’t a sign of things to come.

Watch out people! The weekend is nearly upon us. Keep your head down today, enter survival mode, and make it through the day. Just one last push to weekend freedom!

Do your job

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The job I have is to help people with the software they use every day. I help them extract data from the software and help then fix issues when it doesn’t work correctly.

What I don’t like doing is their jobs for them.

We often get requests that are a are a regular function of their job, something they should know how to do after years of working at the job. Yes, there are those who are new to the position so I can understand asking for help at that point.

However, there are lots of people who call us on a regular basis to help them get data from the system they should have learned how to do by now. They just refuse to figure it out.

“Oh, it’s just easier if you do it.” 

“I know it is accurate when you do it.” Um, no, not necessarily. It’s your data. We don’t know if it is accurate. We just tell you what we see.

“It takes too much time to learn this stuff.”

Good grief…just freaking do your job.


Anyone else out there tired of doing someone else’s job? What is it and why do you do it?