Phil Agre: How to help someone use a computer
23 Dec 2012
Years and years ago, I used to work in user support. At some point I found the following article on an email list and I personally found so useful and so to the point that I had the printout laminated and stuck it to the wall next to the main support desk. That was years ago, and since then I’ve had many jobs, learnt many things, and I no longer have the advice on “how to help someone” stuck to the wall.
Earlier this year, I bought a Mac and had to learn to use it after 20+ years of working with a PC and Windows. This meant I had to unlearn the habits of a lifetime (copy is Cmd+C, not Ctrl+C) and it was a sharp reminder of what it’s like to be a beginner again, and made me think of the article on “how to help someone use a computer” after many years. I went and dug it up out of the depths of the internet. It’s still valid, it’s still good, it’s still useful. And if you ever have to help anyone else (friends, family, members of the public, passing strangers) use a computer then this should be required reading.