I recently read an article by Phil Agre that gives some tips for those of us that help people with their computer issues. A couple points stood out to me as important.
The main point I thought was important when helping someone with computer issues was "If it's not obvious to them, it's not obvious". This seems to be obvious, get it? But it is not, it is easy to forget that what seems second nature to you is completely foreign to someone that has not used a computer very much.
Another great point was making it clear that if you don't know exactly how to fix the problem you say that. Then you can demonstrate how you work through computer problems to the person with the issue. Instead of them seeing the solution, they will see the process that generates the solution.
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