Imagine you work for the help desk for AOL, the huge American ISP that sends out millions of free-offer CDs. You receive a call from someone who says, "I want to take advantage of your offer and try your service, but I can't get online."
What's the first question you ask them while trying to diagnose the problem?
(Scroll down for answer)
"Do you have a computer?"
Apparently, a surprisingly high number of people insert the CD in their standalone CD or DVD player and expect to get online automagically.
Adapted from an "Economist" IT survey discussing the disconnect between users and complex technology they are expected to master.
Regards. Al
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