The more time goes on the more businesses that are only online. This means that we all have to learn countless applications/programmes just so we can navigate our way around.
There also seems to be a degree of "assumed knowledge" that is a large part of all this. Is it because the software designer believes that everyone has the same knowledge as they do? Yes, I know that there are manuals, but often they are hard to find and filled to the brim with enough jargon to drown in.
What I really wish for christmas, is that businesses online would understand that not all end users, ie people like me, are instantly savvy when it comes to the nuances of the application or the process. Most of us do not have the time nor the urge to spend hours watching youtube clips or trying to find a term in a glossary so we can understand what the instruction means.
It would be great if the people they employed to be the phone support or online support actually understood how to explain things in plain terms. One of my great frustrations is, after waiting for many minutes on the phone, that the person on the other end assumes that I know as much as they do about the application I'm having trouble with. The ONLY reason I'm calling is that I have a problem or don't understand something and I need some HELP. Isn't that why it's called a "Help desk"??? Or is that a fancy IT term for "we think you're stupid, why are you wasting our time when you should have gone to university and studied IT like we did".
Am I alone with this dilemma? In some ways I hope not and in others maybe I'm just "special". Let me know what you think or share an experience. Maybe we can help each other feel better about our online woes.
cheers and love
Sooz! xx
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