I recently came across Adocu.com - blogging gone nano through a good friend and while the product that they are proposing, Twitter with only one word, sounds strange, the underlying concept makes a lot of sense. Why do we bog ourselves down with so many words? Technical support could take a lesson from these guys.

Many of the responses that nonits (non-IT folk) receive from IT start with a, “Have you checked the amount of free RAM on your computer?” or, “What processes were running when this occurred?” My guess is that if you knew the answers to these questions, you wouldn’t be calling technical support. The big, bad IT guy has to take a step back and realize that he’s paid to do his job because that’s what he knows how to do. I’m sure that he wouldn’t like it if accounting asked why the debits and credits did not foot properly (and yes, that is a real term in accounting as my girlfriend just informed me).

Remember, not everyone is an IT genius. Some need a guiding hand, one who will understand that RAM, BIOS and PCI are just letters to others, not technical pieces of a computer system.

I love hearing great stories from IT people and nonits (what I’ve decided to call non-IT folk) and below is part of an email that a lovely IT reader sent in:

If something does break and there are error messages that come up, WRITE THEM DOWN. I can’t stress this enough, those error messages appear for a reason and usually indicate the problem. If you can’t duplicate the issue then it’s not an issue anymore.

To explain this a little clearer, lets break this apart into easier to digest chunks.

1. When an error message pops up on the screen, it means there is a problem. No, the computer does not spit them out for no apparent reason and no they are not there to amuse and excite (although many of them are quite amusing.
2. Write them down should be a no brainer but so many people click OK without even thinking or reading what the message said. As in the first step above, these messages pop up for a reason. Make sure you keep a copy of them (a screen shot would be best) in a form that someone else will be able to understand. Read: Write out the full error, not just “Microsoft Word said error.”
3. Finally, if you can’t reproduce it, it’s not an issue anymore is not always true. Many times issues that can’t be reproduced are not gone, they are just sleeping. Think of it like when your dog finally takes a break from chewing up your couch. It’s not that he won’t chew anymore, it’s that he’s too tired to eat another cushion. But take heed, follow steps one and two so that you will save your cushions and your couch.

To many people ignore the warnings that are staring them in the face. If your computer starts to act up, spits out funny messages or down right BSODs, stop and open a ticket, call your nearest nerd-tech guy or simply go out for a smoke break. You’ll thank me later, I can guarantee it.