I really like technology. For those that know even a little about me this is hardly surprising. I have a blog, a Twitter, a Facebook page, Google Plus, I do a podcast...
Let’s just say I really like technology.
I understand why some people don’t though. There are certain technologies that just aren’t that easy for some people to “get”. I don’t really ever expect my father, for instance, to get a Twitter account. I know people who refuse to use Facebook. I have one friend that pretty much removed herself from the web entirely.
Technology users like me don’t make it easy either. We tend to think of some things as “easy” because they were created by people like us. Some of the things we do by rote or habit are things that make little sense to others.
Sometimes things are created by people with no actual concept of a user interface. On more than one occasion I have been saddled with some technological marvel that can create wonders...so long as you know exactly how to do it. These sort of experiences make learning new things difficult and downright frustrating.
It’s at times when people are having problems like these that those who provide support for them need to be at their best. As a tech support professional if someone comes to me asking for a solution it is important that I be patient, and let them learn at their own pace.
Being condescending simply makes them angry. An angry user is a user that isn’t pay full attention. The less of a user’s attention you have, the longer you’re going to be there fixing an issue.
I’m as guilty as anyone else for forgetting this from time to time. If I’m having a bad night, I might forget to be at my most polite when dealing with a confused user. I try not to be a dick about things, but sometimes you’re just not on your game. Being impatient always makes things worse.
I try to keep this sort of thing in mind when I’m having my own technical difficulties. Because of the podcast I’m now doing with some friends I have been forced to learn to work with several new technologies lately, including sound editing software, XML interfaces, and even the mysteries of iTunes (which I loathe).
Everyone needs time to learn. Each person can only learn at their own pace, and no faster. Trying to rush this learning is just going to make both parties annoyed and it’s going to take longer for everyone involved. If someone asks you for help, try to be as gracious as you can.
Unless they’ve asked the same thing repeatedly. Then they’re just wasting your time.
Let’s just say I really like technology.
I understand why some people don’t though. There are certain technologies that just aren’t that easy for some people to “get”. I don’t really ever expect my father, for instance, to get a Twitter account. I know people who refuse to use Facebook. I have one friend that pretty much removed herself from the web entirely.
Technology users like me don’t make it easy either. We tend to think of some things as “easy” because they were created by people like us. Some of the things we do by rote or habit are things that make little sense to others.
Sometimes things are created by people with no actual concept of a user interface. On more than one occasion I have been saddled with some technological marvel that can create wonders...so long as you know exactly how to do it. These sort of experiences make learning new things difficult and downright frustrating.
It’s at times when people are having problems like these that those who provide support for them need to be at their best. As a tech support professional if someone comes to me asking for a solution it is important that I be patient, and let them learn at their own pace.
Being condescending simply makes them angry. An angry user is a user that isn’t pay full attention. The less of a user’s attention you have, the longer you’re going to be there fixing an issue.
I’m as guilty as anyone else for forgetting this from time to time. If I’m having a bad night, I might forget to be at my most polite when dealing with a confused user. I try not to be a dick about things, but sometimes you’re just not on your game. Being impatient always makes things worse.
I try to keep this sort of thing in mind when I’m having my own technical difficulties. Because of the podcast I’m now doing with some friends I have been forced to learn to work with several new technologies lately, including sound editing software, XML interfaces, and even the mysteries of iTunes (which I loathe).
Everyone needs time to learn. Each person can only learn at their own pace, and no faster. Trying to rush this learning is just going to make both parties annoyed and it’s going to take longer for everyone involved. If someone asks you for help, try to be as gracious as you can.
Unless they’ve asked the same thing repeatedly. Then they’re just wasting your time.
Interesting article Cuz!
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