Helping Technophobes

With the particular software that I support, I get a lot of people who are so new to computers that either (a) they don't know where to turn it on, or (b) are afraid that the darned thing is going to explode if they hit the wrong key.

I've come up with a strategy for getting my message across to people with no frame of reference: I use real world examples.

For instance: on needing a cold reboot, I explain that a computer is a lot like a two-year-old, that if it gets cranky or whiny, it's obviously time for a nap.

Or how about this regarding device drivers: they're a lot like the ignition key to a car. You have to have the right key to make the car work. You can force a screwdriver in there and get it started, but the right key is the best thing. Same goes with drivers: a Standard Modem driver may work, but getting the specific driver for their make and model of modem is the best solution.

I crack my co-workers up when they hear me doing this, but I've found that it works well to help someone get over their fears, and also to understand what I'm trying to do to their computer.

I had one lady call me back and tell me that her computer started acting funny, and she remembered what I had told her about "naptime", and after cold rebooting her machine, it worked fine. She was SO happy!

Anyone else find that this works?

------------------
The opinions expressed herein are my own and not those of my employer.

i do this all of the time... for sales and for service.

I use automobile explanations/analogies for most everything.

explaining the nap time thing is easier for a newbie to understand than explainin Windows memory issues, TSR's, software conflicts, 16 bit apps, etc... and it also can be explained in less than a minute rather than 45 minutes of mumbo jumbo they won't understand.

I have also been telling them that there is a new virus out there infecting nearly 95% of home use pc's.... it's called "Windows"

I explain to them that while windows may not be the best OS out there, but they are forced into purchasing it not only for future software purchases, but also to be compatible with others.

[This message has been edited by pga (edited November 14, 2000).]

Sometimes the car analogies bite me in the butt. For example, I was trying to explain the difference between running File Manager (a 16-bit app) and Windows Explorer (a 32-bit app) on Windows 9x, and why it's not a good idea to run 16-bit apps on 9x if you can help it. I said, "Look, if you had a Porsche Cabriolet, would you put regular or super unleaded in it?"

His response: "I'd rather have the sturdy leather rather than cloth seats."

Uh, what?

I also like to make people feel comfortable with the technology they are using. Let's face it, a lot of people are scared to death of these things! I was told once by a very wise man that the problem is not fixed unless the customer feels fixed. He or she has to believe and continue to believe that they can go back to work uninterrupted, or my job is not done. I really try to approach each and every customer this way, and it's made for very good customer relations, for both me and my company.

------------------
R. Bret Walker, CNE

Wondering what videos to rent this weekend? Check out The People's Reviews, movie reviews written for the people and by the people.