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That's the super-user syndrome. They know enough to get themselves into a bind but not enough to get themselves out. It's difficult just trying to get an accura
by bpyne 7y ago
That's the super-user syndrome. They know enough to get themselves into a bind but not enough to get themselves out. It's difficult just trying to get an accurate description of the problem because they lace the description with theories about what the cause is.
"Please just describe the problem and, if possible, how you reproduce it. No, just describe the problem. What's happening when you press the button? No, just the problem! Not what you think is causing it."
It's a conundrum because good super-users can help less technical people in their groups. But, their issues tend to take more time to unravel.
- btown 7y agoI imagine this is especially prevalent for editors because they are expected to be the technical ones in a room of high-ego professionals. Every second of their day is them being judged on how super-user they are.
- tunesmith 7y agoI tend to associate "super-user" with an admin who knows what they are doing. Back in the 90's we called these folks "power users".
- bpyne 7y agoYup. Power user was the name we used back then. If you had a good one, (s)he could save you support time.