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Subject:RE: English isn't the native tongue of ... From:"Kat Nagel, MasterWork Consulting" <mlists -at- masterworkconsulting -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Tue, 13 May 2003 10:14:39 -0400
There is an article at TechRepublic on encouraging users to read
technical documentation. Although aimed at Help Desk staff, several
of the suggestions looked interesting from a more general viewpoint.
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ENCOURAGE USERS TO READ AND USE HELP DESK DOCUMENTATION (by Jeff Davis)
You've heard the saying, "The rich get richer, and the poor get
poorer." In my opinion, the same principle applies to the technical
haves and have-nots: The technically savvy are getting smarter, and
the technically challenged are falling further behind. At least,
that's the feeling I get when I talk to help desk managers and
analysts who are frustrated because they get the same
questions--often from the same end users--week in and week out.
What can tech support professionals do about this state of affairs? I
suppose we could become more involved with the schools, encourage
technology training at an early age, or volunteer to teach the
wannabe techies whenever we can. But what can we do about the poor
souls who don't know how to copy a file from one drive to another? Or
who can't remember the
new password they just entered yesterday?
I am reminded of a line from Galaxy Quest, one of my favorite movies:
"Never give up--never surrender!"
In this week's Help Desk Advisor column, I'll give you several
suggestions for reaching those technical have-nots and ensuring that
they use the documentation you create for them.
http://cl.com.com/Click?q=0e--eOTIiQnhpRBGNk3j1dLHRzTibFR
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Kat Nagel
Owner, MasterWork Consulting Services
Phone: (585) 820-4045 Fax: (585) 244-3565
Business: katnagel -at- masterworkconsulting -dot- com
Personal: katnagel -at- bluefrognet -dot- net
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