March 11th, 2009
Understanding what support techs say and what they really mean [video]
Guest post by TechRepublic’s Bill Detwiler. He can be found on TechRepublic’s IT Dojo blog.
In last week’s IT Dojo video, we took a lighthearted look at several phrases end users often use during support calls and the hidden meanings these phrases often have. As turn-about is fair play, it’s time to look at the difference between what IT pros often say and what they mean.
Even though we try our best to communicate honestly and clearly with our users, we have to admit that we sometimes fall back on a few handy excuses or stalling tactics. In this video, I’ll illustrate with a few examples. You decide if any of them sound all-too-familiar.
For those of you who prefer text to video, you can click the Transcript link that appears below the video player window or you can also read Jeff Dray’s download “10+ things support techs say (and what they really mean),” on which this video is based.
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Larry Dignan is Editor in Chief of ZDNet and Smart Planet as well as Editorial Director of ZDNet sister site TechRepublic. See his full profile and disclosure of his industry affiliations.
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