Emilius: Human Disaster

"The hat is customizable," he said, struggling with the velcro patch on the front. "If I need it, I have an ICE one too. I pick based off the business i walk into."

"Customizable is an important hat descriptor," I said. "what can I get you?"

"You wouldn't believe how offended people get these days," he said. "And I'm supposed to do something about it if you're offended? You chose to be offended!"

"We all have hundreds of thousands of decisions everyday," I said. I thickened my accent. "That's what my stepdad always said. But I can make one easier - we have a delicious Ethiopian roast available."

"Like if I told you you have a bull ring," he said, "because bulls have rings in their noses. Is that offensive?"

I laughed. "I've heard that before."

"It's a joke, but people get offended. Maybe you're offended."

I looked at him. I smiled. "You aren't trying to offend me though, right?"

Of course he was. I was being friendly and the friendlier I was, the faster he switched topics. He was saying anything inflammatory he could think of to see if I'd take the bait. After about 20 minutes of my redirecting and deescalating, he settled into a more normal interaction. He took up too much of my time showing me a product I'd feigned mild interest in to get him to stop talking about getting accused of inappropriate behavior at work. When we finally disengaged, he spent 10 minutes trying to catch my eye again. When he failed, he left.

There's this new breed of customer who insists on trying to incite political conversation through their clothing and, when that doesnt work, their snide little comments. If I owned my own business, maybe I would have given the guy the fight he wanted. But I work for a corporation and I love paying my bills so I deescalated.

Nope! Doesn’t work! Because the War on Christmas people will STILL comment. “Thank you! Someone still says Merry Christmas! Why aren’t we allowed to say anymore??? People are so offended these days” blah blah blah.

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.