Keep Humanity in Technology!

As a help desk professional, I have found that there are times when technology seemed to overshadow the humanity that help desks need to maintain to assist the end user. Procedure and policy simply must not replace the human skills that are sorely needed to provide great service to a user community. Listening and observational skills as well as a good dose of empathy goes a long way to providing solutions as well as getting the user to work with you in the situation. Now as a development and trainer of technology in education, I can see the importance of these skills in even greater clarity for any level of technology support and service. Enough for a start-more later...