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?

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