The View from the Other Side of the Online Help Desk: Geek vs Nontechnical User

[mandy]

Communication problems...

Sometimes, from the view of the help desk, the end of civilization seems near. Very near, indeed.

This is one explanation for interactions such as the following:

"My computer is running real slow. The process 'System Idle Process' takes like 90-100 percent of the CPU! And I can't shut it off! I've tried everything!"

"Hi, I just scanned my computer and there were 75 instances of spyware found. Should I delete them?"

"But are you sure the Internet is safe to use?"

IT workers toil all day, all over the world, to help bridge the formidable gap between human beings and technology in business. So why doesn't everyone just get along?...

full article: http://www.eweek.com/article2/0,1895,1954982,00.asp