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The methods in which you phrased questions 1-3 would not be easy to understand. Research methods would likely yield that 99.9% of users know what you mean by "screen" but only a smaller portion know what you mean by "monitor". So obviously you would take this into consideration when phrasing the instruction.
I didn't want to spend three hours composing a reply, even an esteemed expert in computers such as yourself should realize that.....
After spending 42 years in Field Engineering and technical support I find your attitude very very know-it-all and snobbish... (and I was very very successful a it - accomplished that with nothing more than a GED)... I worked with college types with their degrees, certificates and all and lemme tell you, lack common sense and logic is NOT taught in college.....
Lets get back to the OP instead of computer snobs and college kiddies.....
I'm not sure I understand why this thread is going they way it is. This morning an employee came and looked in my office door and said, "It kicked me out. Can you help?" So, I answered as eloquently as I could, "Huh? 'Kicked out' does not describe a technical problem." I did not word any question poorly. I had nothing to phrase. That's the way it came to me.
Some people here are trying to impress us with their customer empathy and IT are schmucks attitudes......
After spending 42 years in Field Engineering and technical support I find your attitude very very know-it-all and snobbish... (and I was very very successful a it - accomplished that with nothing more than a GED)... I worked with college types with their degrees, certificates and all and lemme tell you, lack common sense and logic is NOT taught in college.....
I'd have to agree that NJBest comes off slightly snobbish. But I'd take a meaningful discussion from a snobbish individual than some of your rude posts that I've come across. I don't mean to be offensive but you come off as a grumpy old man who is on the constant attack for no good reason. Just plain rude. There's no need to insult anyone.
An individual would need a lot more than these books to take on the vast amount of technical knowledge and experience a good IT user has attained.
But having a basic knowledge of how to operate the machine would allow them to intelligently discuss their problem with IT instead of asking "what's the desktop?"
"Click, Start, then right click My Computer, click properties."
"OK, I see yahoo."
People seriously cannot follow the simplest instructions.
This made me literally laugh out loud, holy hell! This happens to me ALL THE TIME!
"I'll need to check this out, but first I need your PC name."
"Ok, how do I find that"
"Sure, just go to start, then right click computer and go to properties."
"Ok, it says taskbar, start menu, toolbars"
I've trained myself to explain each click a little further, so now I'll say "left click start, then right click computer, then left click properties" - that usually helps them not skip the "computer" part.
But having a basic knowledge of how to operate the machine would allow them to intelligently discuss their problem with IT instead of asking "what's the desktop?"
I agree. I've always been a proponent of learning more about our environment and problems. But as you've probably witnessed, it's wishful thinking to expect everyone to have read such books. We can only control ourselves.
Some people here are trying to impress us with their customer empathy and IT are schmucks attitudes......
When I was doing desktop support, it was a normal day when a couple of people said to me, "I'm glad they sent you to help." I'd smile, joke with them a little, and fix what was wrong. You have to be rock solid in your technical skills, but you have to have a healthy dose of people skills to be "the one they ask for."
1. A guy from work wants me to upgrade his PC. The next day he hands me a paper with the specs. Windows XP, 256 MB of RAM, 233 GHz Pentium. Whoaa, WHAT? 233 GHz PENTIUM? I told him that that number couldn't be right. He swears that that's what it said. I told him that even the government didn't have a CPU that fast.
2. Guy I used to work with took his PC to Geek Squad for a reinstall. Can't get iTunes to work. Blames Firefox for it.
3. A few years back, I installed Linux on my dad's computer. Last year, he called me that his computer caught a virus. He said that a popup came up that said that his C: drive was infected. I told him that he doesn't have a C: drive.
But having a basic knowledge of how to operate the machine would allow them to intelligently discuss their problem with IT instead of asking "what's the desktop?"
People are generally reluctant to take on even the most basic knowledge... especially when it comes to reading a book. Human nature comes into play and for many, they feel they know everything or it's not worth their time. Just take a look at how plwhit threw a fit when someone suggested a book that discusses communication issues with technical and non-technical people.
It would be nice if people made the effort to learn. But as we've seen, that's just not how it is, unfortunately.
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