Re: So you didn't fix root cause
The Lotus Notes story was a good one.
Another part of "user reality" is that almost every clump of users has an early adopter/computer enthusiast in the group.
While these types can often be a massive pain as they press for upgrades and teach their co-workers dodgy tricks, they can be an asset if one invests the time to make friends with them. Then one can feed them good info and let their natural tech-enthusiasm disseminate it. The trick is to build a sufficiently positive relationship that they ask before "just doing stuff".
The other type of user who can be a great asset is the one who has the attitude "my computer is a tool". Usually with no interest in tech, but not prone to panic. The sort of person whom one can calmly and patiently talk through a problem on the phone, and who will then go and sort our her co-workers' machine (yes, it is usually a she).
Biting the hand that feeds IT
