Emilius: Human Disaster

I work in tech, and much of what I do is support sales reps within the company by resolving errors with the software they use.

There is one sales rep who, every single time I send her a message or email with extremely specific instructions that will resolve her issue, does something completely different from what I tell her. Every time. Without fail. It is so glaringly obvious that she has never read even a single word that I have written to her.

So one day, she sends me a message that says little more than "(software) is broken, help"

So I do my standard song and dance of asking her what she's trying to accomplish, and what specifically is stopping her from doing that. And eventually, after much unnecessary back and forth, she tells me there's an error message. I ask her to send me a screenshot of the error message. She does.

The error message basically says, "these two required fields are blank. To resolve this, please fill in these two specific fields, and then click save."

So I take a few deep breaths.

Then I lie to her.

I message her back, saying "hey yeah, for some reason it's not loading that screenshot on my end. Could you type out the full text of the error message for me?"

She does.

I ask her if she still needs help.

Client is reporting that Some Thing Program doesn't work. I ask if there's an error message with further information about what's not working. Client says "no". I go over and ask Client to open Some Thing. Client double-clicks on the icon for Some Thing, it starts to boot, an error message dialog flashes up on screen, Client closes error message before I can read it, Thing closes after the error.

"What did that error message say?" I ask.

"What error message?" asks Client.

I tell Client to open the Some Thing again and then not click anything else. Client opens Some Thing, error message appears, Client clicks it away again.

I tell Client to stand up, step away, and give me physical control of the computer. I open Some Thing, start looking at the error message without closing it, and Client says "You should close that." I tell Client that I am reading the error message. Client is apparently accustomed to treating error messages as a kind of spam email that should be deleted as fast as possible, and gets agitated that I'm reading it.

I read the error message. It tells me what the problem is. I fix the problem. Some Thing works now.

---

Later, I start thinking about how such an error message might perhaps be engineered to be more attention-grabbing and close-resistant as a way of making people read it. It's not important for some random program here, but there are more important systems (medical, etc) where it would be reasonable to demand the user's attention because people's lives depend on paying attention to the error message.

She was a computer programmer / analyst, a... Long Time Ago. Called in for a system she'd installed before, the office folk said they kept having problems where it Didn't Work Right (no error, a malfunction)

She investigated, and told them that could only happen if they did 3 specific things in a specific order, which they should not ever do.

So, she asked, did they ever do that?

No! Of course not, was the answer.

So she made a couple of small changes, packed up and said that should be fine, but they should call her if there were problems.

The next week

She had a call saying "We're getting a strange error message on the system, can you help?"

She said, of course, can they tell her the error?

And the message was:

Reader, we put NEON ORANGE signs EVERYWHERE. Every aisle. Every door. The bathroom. Every checkout line. The cart area. And we still had 30 people, minimum, who would get to the point of scanning all the items and getting ready to pay before they were confronted with the signs on every register and STILL, they did not read. We would TELL THEM the card readers are down BEFORE scanning anything, they would ignore us. They would try to use their card on the dead reader and only THEN did they ask why it doesn't work. Upon being told a SECOND TIME the card readers are down, they would be flabbergasted and enraged, and one of us poor schmucks would have to put all their purchases back as they cussed us out and stormed out of the store.

you would receive the supply once a month

the brand/type will vary so you could

"get a second job"

"start your own garden"

"stop buying name brand"

"don't get your nails done"

"learn to budget"

"live within your means"

Spin the wheel again. That’s who’s trying to protect you.

(If you have zero idea about a name you got, spin until you see someone you recognize.)

"We need to get that b*itch out the polycule"

My first conversation about PCOS with my new endocrine/OBGYN was about weight management and how that could improve my fertility when I eventually wanted kids. It wasn't asked what my goals were for my health or if I wanted kids, just assumed.

I was a hormonal, depressed mess. I hated my body. My body dysmorphia was so bad that I cloistered myself away from so much. I wore hoodies and jeans in the 90°F, 80% humidity summers. This was considered fine. I was given metformin and birth control pills and told this was all that could be done. That PCOS wouldn't affect my life until I wanted to be pregnant. I wasn't asked if I wanted to be pregnant, just assumed.

I don't know how many PCOS groups I joined on my early 20s hoping to find community and commonality for body dysmorphia and symptom management, only to be bombarded with fertility treatments and tips and 'inspirational conception' anecdotes. They never asked if I was attempting to conceive, just assumed.