But you didn’t tell us that?!?

One of the most frustrating things for you when communicating with technicians is that you do not know what information to tell them. When something doesn’t work the way it should or is missing all together, technicians tell you “but you never told us that.”

The best thing to do when talking with technicians is to tell them everything. Even if they say the “understand the business,” assume they do not. The curse of knowledge will bite you in the butt every time.

Generally, think of the following things:

• 1. What information do you know when? (This is what technicians call data or objects.)
• 2. How is each procedure or process performed…step by step. (This is what technicians call process, function, methods.) 
• 3. What restrictions, laws, or requirements must be followed. (This is what technicians call business rules that affect both information and how it is processed).
• 4. Who needs or uses or does this and where are they located? (This is who will have access to the system, data and other security related activities.)

Basically, technicians are looking for who, what, where, when, why, and how. They may use geek-words but this is the basic of what they need to build what you want.

Keep in mind, it is not your responsibility to know what to tell them. Technicians should know how and what questions to ask. This will just alleviate some of the frustration. When you are preparing your request from technicians, think of these basics and you will be able to provide good information to them. Assume technicians know nothing. You may actually be able to understand them and they you…but let’s not get too optimistic yet.