thing Ive realized about providing tech support is that most people
who have a problem have no idea how to document the problem. This isnt
their fault, its our fault. Theyll say something like I cant login.
Can you please fix this? or My client cant see a project. Do you
have any idea why?
This is a challenging dilemma. It almost
always causes anxiety on both ends. On their end, confusion and a sense
of hopelessness. On our end, a lack of information necessary to
diagnose and correct the problem. When someone doesnt send enough
information, I know Im in for at least one or two more email exchanges
before the customer is satisfied. This is potentially time consuming
and resource intensive. [Signal vs. Noise]