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malevolent design weblog

This blog is now defunct, but you can find more stuff over at my personal site

The First Rule Of Tech Support

A colleague once had to troubleshoot a problem at one of a client’s many offices dotted around the country. She phoned them up and carefully took them through getting into the extranet system they needed access to, going through countless questions.

“Have you got your username and password?”, “What happens when you try to get in?”, “What web address are you typing into the browser?”, “What web browser and operating system are you using?”, and so on.

Eventually it started to seem like there must be some kind of tricky networking issue. They both paused for a while to think, before the person at the other end suddenly said “Oh, is this something I need the internet for? We don’t have a connection.”

The first rule of tech support? Never take anything for granted. And practise your facepalm pose.


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