Web hosting support....
Feb. 18th, 2004 04:44 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
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techrecoveryI work doing corporate tech support for a VERY expensive provider in Toronto Canada. Usually our customer hire people who understand how to run a Web Server, but occasionally we land a customer who is challenged beyond measure.
Over the past year to one such customer we have explained things like firewalls, ftp, why they cannot send us a copy of their site on CDs to upload, how to zip logs, how to unzip logs. All this support for a customer who spends Mega Dollars for a server they are supposed to run themselves. The level of stupid questions has escalated until today we had to sit back and laugh.
Here is a theory. Do please feel free to muck around with it:
The User Ignorance Amusement Factor (UIAF)
there is an inverse relationship between the amount of knowledge a user actually has* and the amount of laughter/mockery produced in a tech support person.
*Knowledge Perception Differential is a determining factor as well. Thus, for example, the Luser might feel that they know everything there is to know about their job, but there is a gap between their perception and reality.
Over the past year to one such customer we have explained things like firewalls, ftp, why they cannot send us a copy of their site on CDs to upload, how to zip logs, how to unzip logs. All this support for a customer who spends Mega Dollars for a server they are supposed to run themselves. The level of stupid questions has escalated until today we had to sit back and laugh.
Here is a theory. Do please feel free to muck around with it:
The User Ignorance Amusement Factor (UIAF)
there is an inverse relationship between the amount of knowledge a user actually has* and the amount of laughter/mockery produced in a tech support person.
*Knowledge Perception Differential is a determining factor as well. Thus, for example, the Luser might feel that they know everything there is to know about their job, but there is a gap between their perception and reality.
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