Sometimes you have to think for the users

I will never got over the terror the average user feels when using technology. I swear, deep down, they must think their workstations are some magical murder box that will explode at the least provocation. Their brains just shut down completely when asked to do anything beyond their regular routine. I get this when just trying to use connect a GoToMeeting session with them in order to fix whatever it was they created the ticket about.

$Me: "Ok, I'm going to make you the presenter and then ask for keyboard and mouse control. Once that happens please share your screen with me."

$User: "I just got some popup alert asking for keyboard and mouse control. What should I do?"

$Me: "Yup, that's what I just told you would happen. Go ahead and press OK to let me have control."

$User: "Oh. Ok."

$Me: ...

....

...

$Me: "I can't see anything."

$User: "Oh. I got another alert after the last one. What should I do?"

$Me: "Is it asking if you want to share your screen?"

$User: "Yeah."

$Me: [slamming head on desk repeatedly] "Yeah, you need to press that or I can't see anything."

$User: "Oh. Ok."

Please make sure to get your entire head in front of the shotgun. Thanks for playing!

GRRRRRRRRRRRRR!!!!!!!!!!!

/r/talesfromtechsupport Thread Parent