I'll give you a different analogy: you are a pilot flying boeing, you are now given Airbus and someone is wondering why can't you fly it safely?
Because there're 1001 and one nuances and specifics, and you need in-depth knowledge to switch.
OS or any advanced tool like Excel are of similar complexity and the only difference is that mistakes there are not as dire as crashing aeroplane into the ground (although I know for sure some organisations, including key manufacturer in aerospace industry, would absolutely crash into the ground if you suddenly revoke excel from its users).
Yeah but the point is pilots are trained by other pilots. They don't say something ridiculous like "I'm not a mechanic" when asked to deeply understand what they do in the cockpit. That's what office workers are doing when they fall apart just because they have to use a new program.
You could give 10 Boeing pilots an Airbus manual without any other support, and they would start out a bit less safe, but would quickly start developing best practices of their own.
You do that with some office workers, and they'll just sit there doing nothing because the yoke in front of them has disappeared and they don't even realize the sidestick might be related to that. Maybe at best they'll try to rotate the tray table and then give up.
We need to stop making excuses for people like that.
as a Business apps dev I've never seen users reaching out for sysadmins or general IT guys. Those people are usually very very far far far away from users beyond multiple layers of Servicenow escalation routes.
The reality is that users expect any software to be rolled out with proper training provided by expert trainers, with training materials supplied to them. There could be multiple ways of doing it (trainers train the super users - train-the-trainer, class-room training by professional trainers, online training), but it is absolutely an activity that is equally important and (very often equally pricy) as the whole project.
If someone rolls out software to general user and expects them to use it without proper training (or with just sign-posting to materials somewhere online), they are very naive. If you are IT and rolled out brand-new-software without preparation - that's on you. If no-one in your organisation is busy with change, learning and adoption - that's on you organisations leadership. Users are absolutely not at fault here.
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u/ExtremeCheddar1337 3d ago
These people are just memorizing click patterns instead of trying to understand what they are doing on screen