How to Deal With the Technically Inept
Sure, here you are, reading a gadget blog. You're confident with computers and mobile devices of every shape and size, you know all the jargon, you're plugged into the blogosphere and digital gizmos hold no more mystery for you. And you probably have a few friends who share your tech savvy.
But not everybody has that. We're here talking about the typical person whom, upon being asked what they know about computers, would respond "I barely know how to switch one on!" That might be your boss at work, your mother, your spouse, or any random person encountered in the course of your day.
But it won't be your kids! Each generation adapts to the technology evolved in their time, leaving the previous generation farther and farther behind. For the rest of us, we have to keep up or we fall behind. Even the true geeks can find themselves falling behind. As Bjarne Stroustrup, creator of the C++ programming language put it, "I have always wished for a computer that would be as easy to use as my telephone. My wish came true. I no longer know how to use my telephone."
So we have the people who ask us for help. If you're a prominent tech jockey, especially if you have a career in a computer-related field, you know what it's like to be peppered with questions from others who look up to your knowledge. Having some empathy and patience with these people will help your people skills shine alongside your digital skills.
First, when answering a question, find out how much the person knows about technology. If they ask what POP3 is, and you say its an application-layer Internet standard protocol, that isn't much help if they don't understand what "application-layer" means. Find out first if they've been using digital devices for awhile, are they familiar with email, do they know that a standards body has to decide Internet protocols?
This catches people off-guard all the time. You've seen people coming into an Internet message board asking something like, "How do I run Google Chrome on Linux?" Well, you have to compile the source. "What? Compile?" Yes, with a compiler. Do you have one? "I don't think so." OK, have you ever compiled a program from source code? "No." Hmmm, what Linux distro do you have? "I'm not sure, I think it's XP." Do you, in fact, have Linux installed as your operating system? "Um, I think so..."
Second point: Do not intimidate! We tech-savvy types can intimidate without even knowing we're doing it. Have you ever caught yourself in conversation rattling off a sentence filled with acronyms, only to pause and marvel at the fact that somebody actually understood that? New users tend to get overwhelmed quickly, and they feel inadequate. They'll project that feeling onto the speaker, imagining that you are talking down to them and thinking less of them for not being as knowing as you are. Watch out for that. Stress that you, too, were learning once. Make a little fun of yourself, even.
While we're at it, be very careful not to use stereotypes or put-down names. The person is not a "newb" or a "luser" or "lamer". Do not cast their lack of technology knowledge as a reflexion of their sex, age, or creed.
The third point is that you should not "take over the keyboard". It's a bad thing to snatch that Pocket PC from somebody else's hand and say, "Here, I'll show you." Your fingers will be a blur, they won't be able to follow your actions, and they'll need help again next time. It's very hard to resist the temptation, but just remind yourself that it's better to tell them what to do and let them do it. Keep your hands clasped behind your back if you have to.
And last but not least, be patient. If you need some advice on how to do that, find somebody who works a tech support desk day in and day out and ask them how it's done. Just return the favor by listening to them unwind as they tell you some of their "horror stories". See, no matter how bad a situation you've handled, there's always a story to top yours!
Filed Under: Education in Technology
