Question: How Many Corporate Drones Does It Take To Change A Password?

Answer: at least 3. 

I often get up in the wee hours of the morning to be a tech writer for IBM before I start my day as Vermont Shortbread Company's owner and president.  This morning I arose at 4 a.m. with the intention of putting in about 2-3 hours of technical writing work before the ongoing holiday shortbread rush began.  Great idea, huh? 

So, I attemtped to log on to the IBM network from my laptop.  I tried 3 times...unsuccessfully.  The system locked me out.  "No problem,"  I thought as I picked up the phone and dialed the digits of the help desk call center for IBM employees, "I'll just get my password reset and I'll be on my merry way to technical userguideland in no time!"   

Seventeen minutes later I was connected to "Tom" in India who agreed to reset my password.  Now in the past when this has happened, the representative in India has called my IBM office to leave my new password on my voicemail.  I'd retrieve the password, reset it, and everyone would be happy without wasting time or energy.  Simple, right? 

That wasn't to be the case today.  Nosiree.

Tom informed me that the new procedure was to have the password sent to my IBM email with my manager CC'd.  Well, that's all well and good, but how am I supposed to retrieve my IBM email if I can't log on to the IBM network?  And what if my manager just might not be in front of her computer at 4 a.m. and what if I didn't feel comfortable calling her at 4 a.m. to retrieve the new password for me?  And what if (just to make matters more complicated), I knew my manager was going to be 35,000 feet above the earth on a flight to California today?  Then what am I supposed to do? 

Tom suggested I drive into IBM so I could log on directly.  Well, there's a stellar idea...but what if it takes me 1/2 hour to get there, 15 minutes to walk from the parking lot to my office, another 15 minutes to log on, check my email, activate the new password, 15 more minutes to get back to my car, and another 1/2 hour to get home and I have to drive a kid to school at 7:30 and walk the dog because, believe it or not,  I am the only one in a household of 5 people who knows how to care for the family dog?  THEN WHAT?!! 

Ain't technology grand?

The silver lining?  I am provided with yet more evidence for why I prefer solopreneurship over corporate dronedom:

• I solve problems.
• I make life easy for my shortbread customers.
• My opinion matters.
• I don't commute.
• I am in control.
• My actions have an immediate impact on my business...and ultimately on MY pocketbook! 

Ann Zuccardy, Vermont Shortbread Company...where it only takes one person to change a password.

Comments

[Scott Abel]

This story illustrates the lack of attention provided to the user experience when corporations set policies and develop procedures that make little sense to those impacted by them. And, of course, it's one more good reason for "solopreneurship".

Happy holidays from one 4am worker to another. Now, pass the shortbread.

Scott Abel
TheContentWrangler.com

[Chris Fells]

Ah yes, the joy of dealing with India. Now, not only do I want some shortbread, but for some odd reason I am craving a slurpee.