| experience in support: 'The software isn't performing the analysis' "Okay, what does the dialogue box say" 'The data file is corrupted'
(we have no such dialog box) "Hrm, I haven't seen that box before, can you read it out word-for-word to me?" 'The. Data. File. Is. Corrupted'. "Hrm, I've not heard that before, could you please spell out the words letter-by-letter so I can get it exactly right for the developers to look at?" 'Sure: Y-o-u-r s-e-t-t-i-n-g-s a-r-e n-o-t c-o-n-f...' Even when specifically asked to read the message out word-for-word, endusers find a way to screw it up. |