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The Distribution of Users’ Computer Skills: Worse Than You Think (2016)
(www.nngroup.com)
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this post was submitted on 11 Jun 2024
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I've done support for sysadmins for almost a decade, and the ones that are the biggest pain in the ass to deal with are the ones who can't or won't read the error message and think a little about it. And my kids' friends all have the same problem: They don't read what's on screen and if they do they make no attempt to understand it.
This is why the humanities are important. All those times you have to explain why the curtains are blue is practice for reading other things and determining meaning.
I have found in my years of experience in IT, the best way I can handle an issue/error that a user may face is to work through it with them, verbally tell them what I am doing to fix it while showing them. Another trick from my repertoire is to try to relate to their frustration, or their problem, so they don't feel talked down to.
You are right, the humanities are important.
And it can be about how things are framed and communicated.
100% agree. Often I feel like I'm mostly a therapist who also knows computers.
That aspect of tech support often burns me out. However, put a complex computer related problem in front of me, and I could find myself at it for as many hours as I can be awake without burnout.