this post was submitted on 03 Sep 2023
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It's the same shit as working tech support, no one EVER reads manuals or does standard troubleshooting, they instantly jump to asking people for help which forces them to just read out the manual and troubleshooting steps first instead of actually helping those who need help..
If people could learn to take care of the fundamentals themselves and only ask for help when actually needed, everyone would be better off.
I'm too much of an internet introvert to ask people my problems, I just spend 1h debugging and reading the wiki
As a fellow ex-help desk guy :tm:. I just want to say that A) I feel you but also B) the very fact that you know no one reads manuals should be an indication that expecting them to is a flaw. Instead most people generally do better with hands on coaching. Idk about your job, but back when I was working help desk I got way better results when I let people just be people and patiently guided them through the steps. Most of them catch on eventually
I hate that, because when i call tech support i have to listen to them walk me through the basic steps before i get to the parts i need. I try telling them I've already worked through basic troubleshooting, but most of them are reading a script for every idiot that calls.
It's sort of a tragedy of the commons sadly, it's more effective to just treat everyone like a User than to gamble on people actually knowing what they're doing.
I'm counting on LLMs to provide tier 1 support eventually.
don't even need that, i've interacted with several companies that use a simple chatbot with pre-programmed responses and honestly? It's pretty nice and doesn't feel like bullshit.
Biggest issue is probably that people tend to forget it's not a human, and ask it 10 run-on questions which makes the software cry.
They have to specifically tell you to ask one question at a time and use as few words as possible..