Having Patience with the Technology-Impaired
When I describe the following scenario, does a loved one you know come to mind?
When searching for an online video type “google.com” into their Ask search toolbar on their web browser, click the first search result (Google.com), types in “youtube,” clicks the first result (YouTube.com), and then finally types his/her search query.
If you didn’t see a problem with that, you might be one of them yourself.
Here’s how to work with the technologically handicapped
1. Start from the beginning. In some cases, this may even include “turn on the computer.” You can’t assume they know anything if you want to be the most helpful. You can ask questions like “where do you normally start?” and gauge their familiarity and comfortability first and go from there.
2. Listen. While you think you may be being very helpful with your articulate, beautifully-executed explanation, it may be going completely over their head. During your explanation process, be sure to check on them with each step with questions like, “Does that make sense?” or “Is anything unclear?” Also, allowing them to reiterate what you said in their words is a helpful clue to see if they understood you.
3. Avoid abbreviations, acronyms and other tech jargon at all costs. They’re just not going to get it. Instead, try to think of helpful explanatory metaphors. If you’re following steps 1-2 correctly, at some point the light will go on and the person you are helping will say something like, “Oh, so it’s like a car, and you’re just filling the gas tank!” Although their “Eureka!” moment didn’t quite click with you, it did click with them. And that is the beginning of lasting learning process.
4. Have them practice. Even if you think they heard you and seem to understand everything you’ve just told them, let they try it themselves before you move on. They might have heard you wrong or you could have misspoken. One of the best ways to learn is by experience, so observe them as they give it a go.
5. Keep in mind: they probably know more than you in a different area. Before you get frustrated, remember that while they may be ignorant about tech, you are probably just as ignorant in another area and you should continue to be gracious.
So the next time someone says, “How do you find your favorites on the computer? I left-clicked the ‘e’ but nothing happened…” for the fifth time, don’t allow your blood to boil, instead, kindly lend them a hand using the five steps above.