An old hand’s perspective

To me, “novice” and “expert” are relative terms. Without exception we are all novices in some areas and experts in others. To be a novice is to be in the process of learning, while to be an expert is to know relatively more about a given topic or area. I value in-depth knowledge and expertise that years of experience in the field of computers endows one with, but I like to keep things in perspective. There is a continuum between the absolute novice and the absolute expert. Without exception, we all fall somewhere in between. Over time, our position on that continuum shifts left to right and often left again. We constantly move from novice to expert to novice depending upon what challenges lay before us.

The old days

I recently have embarked on a new adventure in the computer world – Linux. To my surprise, this quest has teleported me back to how it felt to be a novice in the world of computers more than 23 years ago. I’d been a simulation systems electronics technician for years prior to that and was fortunate enough to have that knowledge and experience in the electronics industry to carry over to the personal computer world. However, when it came to personal computers (as opposed to main frames), I was a novice.

I didn’t mind, though. It was a challenge. I always enjoy learning and have never been shy about spending hours and hours researching and experimenting. The Internet was in its infancy then, so my resources for information exchange were limited to BBSs (Bulletin Board Systems for you young folks) and computer user groups. This, of course, was accompanied by lots and lots of reading of thick, heavy (and very technical) manuals. This was when software and hardware manufacturers actually provided (substantial) manuals with their products. There weren’t any “For Dummies” books to cushion the experience, either. To learn, you had to dive in to the heavy stuff and plod through it.

I wasn’t the type of novice who expected everything to be spoon-fed. That simply wasn’t an option; the resources weren’t there. I knew that I had to participate in my own education if I was to progress. Today, I still approach the constantly changing computer world in the same way: research, research, research; remain humble and open to learning new things; and ask questions. Those of us who have been around a while know that it takes a concerted effort to stay in pace with the constant changes in this industry.

Trials of my latest adventure

Human nature hasn’t changed a wit. Even today, I am running into the same type of resistance and obstacles I encountered from experts many years ago when trying to cajole them into sharing their knowledge with me as a novice. (This is not true in all cases, mind you. In fact, I’ve received more help here on Short-Media than on forums that specialize in Linux).

In my quest, I’ve posted novice questions on several Linux forums. The responses I’ve received have been sparse, generally very cryptic, and omit answers to questions I clearly asked in my posts. Apparently, the members in these forums either have very poor communication skills or (more likely in my experience) they don’t stoop to answering novice questions. I did consult their novice references where available but, in general, found them poorly written, poorly organized, and/or wanting in answers.

One Linux forum member has in his/her signature (in quite large bright bold letters) a statement commanding people to “use a search engine!” and “look it up!” before posting in their forum. Why? So, the poor novice just starting out has to search until she finds support on a less hostile and more welcoming forum? What on Earth is a forum for if not to assist people and answer questions? In my opinion, that member’s signature conveys an arrogance and shortsightedness amongst many so-called experts that is all too prevalent in this industry.

Our responsibilities

As I stated earlier, I believe that one must apply oneself and participate in their own education. Novices are now fortunate enough to have many resources available to them (the Internet, simplified “How To” books, CDs, etc.). Nothing, however, beats the communication between two people. That’s where you and I, as experts, come in. Whether it is in a professional capacity or as a volunteer on a forum, we may be the only link a novice has to finally being able understand a new concept they have been toiling over. They should never encounter snobbery, arrogance, disrespect, or a plain shutting out when seeking our help. It’s true, some people who ask for help are just plain rude. They can, at times, come across as demanding or impertinent. Part of that may be attributed to ignorance. Still another part may reflect a lack of social graces. However, I’ve found that if these “offenders” are diplomatically informed of forum etiquette and reminded of the level of expertise and amount of time it takes to help them (and the fact that we are unpaid volunteers); many will come around and be more respectful or courteous.

It’s true as well that very often it can take incredible patience and skill to communicate this complex world to a novice. Even so, I believe the onus (as a consultant or a participant on a forum) is on us, not the novice, to find a way to communicate new information to him/her. If the novice doesn’t understand what we are saying, then we must find a different way to say it or otherwise convey the information. I ’ve worked with people with all types of learning skills and abilities, including people who are dyslexic. Sometimes it is incredibly draining – even physically exhausting. Even so, I almost always find a way to communicate with the other person.

I’ve learned that with some people I can only go so far – period (everyone has a limit.) They simply will not progress beyond a certain point. So, I have to tailor my instruction and support for them around this fact. Admittedly, these are my “high maintenance” clients. I usually have to have a lot of patience in my pockets when dealing with them. They’re not unintelligent or obtuse by any means - far from it, in fact. In my experience, they have been doctors, lawyers, and successful business men and women. They are simply not wired to understand the linear world of computing or they don’t have the inclination or time to go beyond a certain point. In any case, I respect their limitations, self-imposed or no, and work around them.

Far too often over the years I have witnessed experts behaving badly when interacting with a novice. It would appear that the expert had lost site of what it was like when they were starting out as a novice. Or, they are so insecure they believe that such behavior raises their standing in the eyes of other experts. In fact, as far as I’m concerned, nothing could be farther from the truth. What I see in these cases is a person who is showing, at the very least, poor judgment (more likely immaturity or a personality defect). Regardless of how much this person knows, I would not want him/her as a colleague, co-worker, or friend.

Poor communication skills on the part of the expert I understand. Good listening and communication skills take years of cultivation and a certain amount of innate talent (that not everyone possesses). But, there is no excuse ever, regardless of an expert’s level of expertise or communication skills, for mean-spiritedness, hostility, disrespect, arrogance or condescension towards the novice or any person seeking advice (whether in or out of his or her presence) That type of behavior is small-minded, unprofessional, and just bad form all together.

Passing it on

I’ve always remembered what it was like when I was starting out. I vowed then that I’d never treat people the way I was treated by more than a few experts in those days (and over the years since then). For 23 years I have maintained that paradigm. If I could pass anything on to other up-and-coming experts, it would be to, first and foremost, listen. Listening is the most important communication skill you can possess. It is also the least used. Secondly, put yourself in the other person’s shoes and assume the lion’s share of the responsibility for the communication between you. Thirdly, think of how you would like to be treated in the same situation and treat the person seeking your help in the same way. Finally, don’t trade in your humanity for your “status” as an “expert”. These traits go hand in hand. They are equally important and, as such, should always be dispensed in equal measure.

Be well, all you novices and experts. I hope to see you all sharing and learning from one another here on Short-Media for years and years to come. Stick around! Enjoy one another’s company in this, an oasis, in the often overwhelming yet exciting world of computer technology!

Joan Rapier, the Southern Belle Gal Tech
Pterocarpous on the Short-Media forum

Tags: community, Icrontic