Numpty Customers!

[scaryjim]

Officially at work I'm "just" a Web Developer, but part of the role means I'm also "webmaster" for several websites, including one that publishes National Statistics and performance information for a sector of health care.

Part of the data we publish is a set of spreadsheets that assist NHS managers to work out what provision they need to provide in the coming year. It's a critically important task as it will partly determine budgeting etc. - you want to get it right, basically. The spreadsheets that feed into this process make heavy use of Excel Macros and VB (we don't write them, we only stick them on the website ) which means you have to save a local copy before working on them: if you open them directly in IE then some of the macros will inevitably fail.

Every couple of weeks, I will inevitably receive an email to webmaster complaining that the spreadsheets are giving a macro error, and usually all it takes is a gentle reminder to download the spreadsheet before opening it (it only says that in bold at the top of every page that has spreadsheets on it ). Today, I've had to email someone three frakking times before they finally downloaded the spreadsheet. Three TIMES! And then he mailed me to say "Wow! It worked when I did what you told me to!"

What do you do with these people? And what's your worst experience of trying to help someone and them simply not getting it?

[nibbler]

People seem to have a negative attitude towards learning stuff about computers. When taught something they think to themselves 'this will be complicated and I won't understand it' and therefore they learn nothing. Most computer problems are easy to solve, you just need to pay attention.

[Mutley]

There is a strange phenomenon with regards to computers that affects general non-technical people (though not always). As a person sits down in front of the keyboard, they have a virtual common-sense-otomy, and are unable to think clearly or logically. This can happen to the most sensible and intelligent of people. When they stand up again, the process is reversed.

[Michael]

Well, if they don't get the message first time and you're still getting the same old question, force them to download it. Zip the file first, your life becomes easier?

[mycarsavw]

Today, I've had to email someone three frakking times before they finally downloaded the spreadsheet. Three TIMES! And then he mailed me to say "Wow! It worked when I did what you told me to!"

http://theoatmeal.com/comics/email

[Behemoth]

You get people like this everywhere, it's not so much a case of them being thick, as more often than not its a case of people just not using a bit of common sense. Its human nature.

[Tumble]

hmm.. all you can do really is sort their problem out through gritted teeth, and be thankful that you aren't related.

I had one a few months back. We installed a new copier, and part of the install is showing the end users how to operate the thing, because it's fairly complicated if you want to do lots of stuff with it. Upon being offered this basic training (~20 minutes or so) we were told "It's ok, we'll figure it out ourselves." Grand we thought... and then... 3 weeks of being called every other day because they cant work out how to do something....