Friday, June 24, 2005

The tacit dimension of tech support

"From his wife's perspective, Phil said, it looks like he knows how to do everything. But his own, subjective experience is very different. He doesn't really have detailed procedural knowledge of most tasks. He's just very good at discovering that knowledge."

When I worked as a troubleshooter in the early days of college, some people would really piss me off. They would summon me for a simple problem, that could have been solved if they had looked it up on the web. Very frustrating when you get pulled away from another much more important task.