If too many users are wrong, it's probably your fault (2011)
This person is clearly not familiar with the militantly computer ignorant segment of the user base. Yes, there are ways to write instructions to they are better/easier to follow, and yes there are plenty of examples of software that is out there that's just absurdly and unnecessarily hard to use. BUT, there is also a large segment of the user base out there that is willfully ignorant of how computers work and do not want to learn. They want the IT people to come down and do it for them, and they will make it happen no matter how many times they need to bounce back clear and simple directions to the help desk.<p>I'm not saying the author is one (certainly doesn't sound like it) or that it's even a majority, I'm just saying that when I do need to call for tech support, I understand exactly why they tend to act the way they do and don't take it personally. Some people are just rock stupid and some of that group willfully remain so.<p>Does that mean all the elitism around IT people is warranted? Of course not, part of your job as support is working with people who you know, NEED SUPPORT. If you aren't down for that job then you really shouldn't have applied, and you shouldn't be treating everyone like an idiot even when you're pretty sure they are. That's what you're paid to do.