I am a user: of personal computers, the internet, and a variety of not terribly sophisticated software. In short, I am one of millions who are simply a user of technology. I got my first PC in the early ’90s and my first internet connection in the late ’90s (dial up, of course). I am not an idiot; I am simply a user. I couldn’t program or troubleshoot more than basic problems if I tried. Yet more and more, I am made to feel like a fool when I have a problem and seek advice or solutions to problems.
Recently, I commented on an article about the undesired download of bloatware when I downloaded a recommended program. Several supposedly “knowledgeable” replies berated me as someone who just clicked on every download out there and had to suffer the consequences (I could hear the giggles in the background as they wrote their cute responses).
Techies, listen closely; I am a customer, a user. Without me, you don’t have a six figure job and little prospect for employment! Here is what I see and experience:
- · Useless Help Desks: I click Help buttons frequently and mostly I find rambling articles dated before 2008. Tell me that they can resolve a problem that has just surfaced.
- · Technical Questions are sent to Black Holes: Send a question on performance to a website and count the days until you get a response (Hint: Don’t hold your breath). Questions go in; nothing comes out.
- · User Security is Non-Existent: In spite of all of the news stories, the user is the one who gets screwed by the malware out there. If I can’t trust your website to be secure and legitimate, why should I make you rich while you allow garbage to be dumped down the pipe to me?
- · Communications are Non-Existent: You go to great lengths to get me to click on your content but could care less if I can actually read your content. All you want is my demographic information so you can sell more ads which always open. How about making an effort to make your content accessible?
- · I am Not Alone: If one person has a problem, there are probably hundreds if not thousands of people experiencing the same problem. Ignore a problem at your own risk.
I don’t know your business and I do wish you well; but if you turn your nose up at me and my needs, I will go seek someplace else who can fulfill my needs. So if you get a pink slip one Friday, don’t say that you don’t understand why.