One day prior to leaving on vacation, two clients of mine (husband and wife) had a relative visit. While asking if all was set for their trip, this individual sat down at my clients’ computer and determined there was “a much easier way” to access their e-mail while travelling. Their relative made some changes on their computer and promptly left. Later, while on-line, my clients realized they couldn’t open their e-mail. In a panic, they called and asked if I could help ASAP.
While at their home trying to ascertain the problem, I heard comments such as, “We never should have let them do this,” and “We don’t need that kind of help.” I explained to them that they had just received what I call, “Hit-and-Run Help.” Over and over again I hear stories about high school and college students who “help” family members with computer problems or who just decide that a program needs “tweaking.” With permission or not, the kids dive in, type or click a few things, declare the project “done,” and leave the scene. While they might have just fixed a problem or added a great new feature, the older folks have no idea what was done or why. In short, no learning took place.
After assuring my clients that everything was working again and after having them actually access their email accounts, the subject changed to how they can avoid such frustration in the future. We developed three simple conditions that must be agreed upon prior to any “help” that is offered. Here they are:
- If I don’t like the changes made, you must put things back the way they were;
- You must demonstrate that the changes actually work; and
- You must let me perform the task so I’m certain I can do it and that I understand it.
To help you, your family and your friends begin working with these steps, I’ve prepared an infograph for you. Use it as a screen saver or show a copy to anyone whenever they ask, “May I see your computer?”