Because computer systems are communities, populated by real people, there are issues in system administration which are directly connected with users’ well- being. Contented users work well and treat the system well; disgruntled users cause trouble for the system and for their neighbors. This is not to say that system administrators are (or should be) responsible for the psychological well-being of all the system’s users, but there are some simple precautions which the system staff can observe in order to promote the smooth running of the community. In some countries, an organization might be sued by a user who believed he or she had not been sufficiently looked after.
5.8.1
Health
Frequent computer users are not usually aware of how they can be damag- ing their own health. Unlike cigarettes, computers do not have a government health warning. Whether or not this is an issue for system administrators is open for discussion, but often the system administrator is the only person who thinks about the users and the hardware they use. Certainly every administra- tor needs to look after his/her own health and, along the way, it is natural to think of the health of others. Fortunately it is not difficult to avoid the worst problems.
• Eyes should be protected, We only have one pair and they must last our entire lives. Ironically, users who wear glasses (not contact lenses) suffer less from computer usage, because their eyes are partially protected from the radiation from the screen.
A computer screen works by shooting charged electrons at a phosphorescent surface. If one touches the screen one notices that it is charged with static
electricity. The effect of this is to charge dust particles and throw them out into users’ faces. This can cause irritation to the eyes over long periods. Solution: wear glasses or obtain an anti-static screen with an earth wire which counteracts this problem.
Another major cause of eye strain is reflection. If there is a light source behind a user, it will reflect in the screen and the eyes will be distracted by the reflection. The image on the screen lies on the screen surface, any reflected images lie behind the screen (as far behind the screen as the source is in front of the screen). This confuses the eyes into focusing back and forth between the reflection and the image. The result is eye strain. The solution is to (i) eliminate all light sources which can cause reflections, (ii) obtain an anti-reflective screen cover. This can be combined with an anti- static screen. The best solution today, however, is to purchase only good LCD flat screens; these have sharp clear pictures, low radiation and are usually coated in anti-glare plastic. They are a giant leap forward in screen technology.
Prolonged eye strain can lead to problems reading and focusing. It can lead to headaches and neck ache from squinting.
• Back: The back (spine) is one of the most complex and important parts of the body. It supports the upper body and head, and is attached to the brain (where applicable). The upper body is held up by muscles in the stomach and lower back. If these muscles are relaxed by slouching for long periods, unnecessary strain is placed on muscles and bones which were not meant to bear the weight of the body.
To avoid back problems, users should (i) sit in a good chair, (ii) sit upright, using those all-important flat tummy muscles and lower back muscles to support the upper body. They should not sit in a draft. Cold air blowing across the back and neck causes stiffness and tension.
• Mouse strain: Mouse strain is a strain in the tendons of the finger and forearm, which spreads to the shoulder and back and can be quite painful. It comes from using the mouse too much. The symptoms can be less- ened by making sure that users do not sit too far away from the desk where the mouse lies and by having a support for the mouse forearm. The ultimate solution is simple: don’t use the mouse. Use of the keyboard is far less hazardous. Learning keyboard shortcuts is good for prolonged work.
• Pregnancy and cancer: Some studies recommend that pregnant women wear protective aprons when sitting in front of computer screens. It is unclear whether this has any real purpose, since any radiation from the screen would be easily stopped by normal clothing.
• Generally: Users should not sit for long periods without taking a break. Look- ing away from the screen (to a far away object) at regular intervals relaxes the eyes. Walking around exercises the back and relaxes the shoulders. Use of anti-static, anti-reflective screens is recommended.
5.8.2
Dealing with users: etiquette
Although even the most stoical administrator’s convictions might occasionally be called into question, system administration is a social service and it is important to remain calm and reasonable. Users frequently believe that the system admin- istrator has nothing better to do than to answer every question and execute every whim and fancy. Dealing with users is not a small task. In ref. [172], user-friendly administrators are likened to user-friendly software!
5.8.3
Cultural and age groups
Today, network communities, linked by an ever-increasing number of Internet Service Providers, consist of all cultures and age groups. It is a basic fact of life that different groups have different attitudes and concerns and that they behave differently towards one another and amongst themselves. In the anonymous world of electronic communication, age is not usually apparent except through behavior. While as pre-teenagers we tend to be careful and polite, as teenagers we are often rude and arrogant. The same applies to different cultures.
The art of communication between groups is a difficult one. The way in which age groups use computers, reflects their interests and attitudes and we have to consider this in relation to the rules and policies for use of a computer system.
One must separate recreational use from professional use and consider to what extent recreational use could damage an organization professionally. It is not uncommon to see employees sign their E-mail with a phrase of the form
The opinions expressed here are purely my own, and should not be identified in any way with my employer.
Indeed, some companies insist on such a message. This is one way of clarifying the point, but it might not be sufficient. If a user expresses radical or discomforting opinions about something publicly, this could color others’ views of the organi- zation which the individual works for. It might not be fair, but it is unavoidable. System policy has to take into account the human differences between age groups. Whatever seems to be acceptable behavior for one group in a community can be unacceptable for another.