A back up communications method should be considered.

[geekgrrl-ca.livejournal.com]

I don't mind relay calls (deaf person contacts an operator, the operator calls me), how ever I do wish that the customer wouldn't use the computer we're troubleshooting to contact the operator, it makes it difficult to reboot. it also causes some other issues like when our software closes all programs that are running.

Comments

[meijhen.livejournal.com]

You know, I'm working on my MS in IS right now, focusing on accessibility issues (mostly on the Web) and this is one I never would have thought of! Thanks for giving me another example to add to my research paper!

[geekgrrl-ca.livejournal.com]

working with blind people is even more interesting.

then there's the literally illiterate....

[redqueenmeg.livejournal.com]

Please put in a little bit about reinstalling Windows and how if you use the giant fonts due to a visibility issue, it's really hard to *reinstall Windows* over the phone with a tech because it won't let you set the giant fonts until you've installed it!

*remembering a 7.5-hour call when I was a Dell tech...*

[canray.livejournal.com]

This is why I hate VOIP. "We need to reset your Internet connection." "My phone is attached to my Internet Connection."

[wibbble]

"Then you'll need to call back from a different line."

Used to get people calling me on their mobile phone all the time when I worked at Nokia. Always made them call back on a landline right away since we might have to restart their phone and being on the line stops some other things from working.

The best ones were the people calling for help on using their phone as a modem, from their phone, and away from their computer (often actually in their car, driving). WTF do they think we can do for them?