Telephone adventures: What are you going to do today?

 

On the phone again😀

My volunteer job is rather unique in that because it deals with serving the public from an IT perspective (Information Technology) one never knows quite what issues are going to be faced during the day. It can go all the way from simply explaining how do basic tasks on the computer all the way to rather bizarre situations:

There was one person who called in which ultimately had the whole team scratching our heads. There laptop it started rebooting itself and getting stuck in a loop. That is, they would turn it on it would start up, in this particular case they would get the Microsoft windows logo then it would flash and restart over and over again. Every person on the team went through the appropriate list of culprits to no avail. Because we would doing this over the phone at one point it was arranged to use a second laptop with the camera to view the first that was stuck in the reboot cycle. Everyone at the office tried their best to solve this mystery… And then the answer casually was revealed by the owner… The investigation it reached the point where we ask the person to remove the hard drive from the laptop and were about to give them the appropriate instructions when they said: "Oh, I know how to do that, I do it all the time." What ultimately was revealed was that the owner of the laptop removed the hard drive any time there was any problem with the machine. Where normally someone would just unplug the machine this person had gone the extra step of taking the hard disk out. Most importantly, they had dropped the hard drive on the floor three times in total and this was a physical spinning hard drive. The problem had started soon after the third incident.

In the video on this page I talk a bit about this incident, feel free to watch it.

 

The owner of the laptop knew this wasn't a good thing to do under any circumstances and that is probably why they resisted telling us for such a long time. Anyway, we informed them that they needed to do hard drive and that they would need to reinstall the operating system. Unfortunately all the data was lost as the poor old drive had completely packed it in. Lesson learned, the hard way.

One of the trickiest things to do when you're working with people over the phone or remotely is to determine their level of competency with the equipment they're using. This can be a very tricky thing to do because different people uses vastly different terminologies and the configuration of their machines can be very different. Add to that the fact that there are many different ways to proceed with a computer and the Internet. Not everybody understands that the Internet is a truly two-way medium, that it is reacting to what you are doing with it. Many elderly people see the entire computer as a TV set essentially and they don't understand that there is actually much more going on. They can be very bright and aware but there are cultural upbringing started with the radio and later television and that is how they view things.

Other people don't differentiate between the various parts of a computer if you asked them about their monitor they get confused because they see the machine as a singular device. Some even referred to their machines as a brand name: "My Lenovo is acting up." If you get a phone call like this you know it's going to take some time to figure things out. People that are more comfortable with technology tend to have much for specific requests, like: "My USB ports are dead." These are "usually" relatively quick fixes. ( Personally, these fast ones aren't that much fun. I do like a challenge :-))

Then lastly, you get requests from what I will class as the "People that think they know more than you do and who won't tell you what they've done. But want you to fix it anyway." This group drives us all crazy, especially because they are set ups are usually complicated, overly so, and there is a tendency for them to do things on impulse. For example, one person we work with had USB hubs (Think a USB splitter, one chord in many connections out.) plugged into other USB hubs, it was a real rats nest and all from different brands. The main problem for them was everything was slow. The answer to the problem was that they just had too much plugged in and expected everything to run at full speed. They didn't like hearing that they had to simplify.

So that is what my volunteer days are like and that is what I'm going to do today most likely :-). It's a true adventure!

Patrick