Stretching out the old blogging muscles here – it’ll probably take me a few posts to get back into the groove of things, so I don’t blame anyone for not reading a single damn thing I post until I hit Entry 010, at the earliest.
I was going to write a rather long rant about technology, and why it shouldn’t be complicated for the end users, and more importantly how tech support folks (like myself) should do their very best to make end users feel comfortable and so on, and then I realized it was nothing more than a rant about the blatantly obvious.
It goes without saying that folks who are paid to provide support should do exactly that – provide support. It’s in the job title for goodness sakes, can’t get much more obvious than that. They shouldn’t spend their time speaking in jargon – they shouldn’t spend their time saying how complicated a system is, or how the end user just doesn’t get it and shouldn’t be trusted to use anything more complicated than a pencil.
No, they should spend their time explaining concepts in terms the user is familiar with, using metaphors and similes if need be, they shouldn’t try to make the user feel bad or stupid, but feel empowered and educated.
In short, support the users in all meanings of the word support.
This is not the first post – that happend many years ago.
This is the null post – an entry to kick start the new system, the year zero that never actually happens.
You know how when you get a new notebook, and you don’t wanna write in it just yet because it’s empty and full of promise and you know whatever it is you scribble down is gonna be crap and just sully the thing and ruin any potential it might have, so you let it sit for months until you finally just grab a pen and jot down whatever stupid thought it is that’s in your head and that’s something to do with mustaches and unicorns and stupidity, and then you can write good stuff?
This is that.
Now, the new good stuff that isn’t suck may commence.