Welcome to my world

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.

My favorite was a recurring issue where, in an accounting system, there were two reports. One displayed the running summary of all cash in all accounts. The other one did that, but also ended the quarter, cleared the ledger, and started a fresh new quarter.

One user in particular kept running the second report too early, when they intended to run the first report. Then they'd call in a panic, wondering "where did all the money go?!"

It already had an ARE YOU SURE? prompt in front of that report. But the user blindly clicked YES without thinking. Every time.

So we added a second ARE YOU REALLY SURE? prompt after that, and moved the YES button someplace else. The user quickly adapted to that.

The final thing that worked? We replaced the ARE YOU SURE? prompt with a requirement that they type out the phrase YES I REALLY WANT TO CLOSE THE QUARTER into a floating text box then click OK.

The first time they encountered that they called us.

Asked us about "the weird new error" and what they had to do to get around it. We asked, "it's not the end of the quarter. Do you REALLY want to run that report?"

After thinking about it for two seconds they said "nope" and hung up.

Remember too that actors perform small actions that have may have no real effect in a given scene because it would be boring to watch actors stand still arms at their side while delivering lines. Movement, even pointless movement, has a use in visual media. We like to watch actors do things. Prose is different. In prose, you can simply skip all the pointless actions. You can write just the dialogue, or fill space between dialogue with interiority, setting description, flashbacks, or whatever you want. Perhaps you don’t need even “she got a glass of water” unless that detail is important for the plot, themes, or characters.

retrieval team for objects in the backseat

custodian of the parking garage tickets

"All clear my way"

en-route dining concierge

I nod, setting down my chalk and spellbook. “It does sound like there might have been a bit of a misunderstanding.”

“She took against me, that's what happened,” the dead girl says with a scowl. She looks about fourteen, round faced and spotty, with whisps of brown hair peaking out from under her mob-cap. Her face and her crossed arms have a tell-tale bluish tinge to them. A cholera death.

“I been here for don't know how long and never gave any trouble. Nobody ever complained about me 'till her.”

…well, that's not strictly true.

Number 12, Barclay Street has been attracting rumours of haunting since the mid nineteenth century.

Sounds of faint singing and crying in the corridors at night. Cold spots. Doors that open and close by themselves. Animals acting strangely. Harmless, mid to low-level stuff, typical for a bored teenage poltergeist.

Still, pointing that out isn't likely to achieve much, and certainly the most recent complaints of blood running down the walls, screams in the dark and paralysing night terrors seem distinctly out of character.

The ghost toes the chalk again, more tentatively this time. It stays resolutely unbroken.

She could get out if she wanted to. I'm not one of those assholes who brings out their full arsenal of wards and sigils for a first meeting with a level 2 spectre. The summoning circle will keep her in one place for as long as I need her to talk, but it wouldn't hold for a moment if she really fought against it.

I take it as a good sign that she's still here. Pouting or not, she's clearly willing to work with me.

“None of the others could do this,” she says. “None of 'em even saw me.” She looks up. “Are you here to exise me?”

“Exorcise,” I say instinctively, and curse myself when she flinches. “Sorry, no, no! I don't exorcise people from their homes without good reason, not if they're happy where they are.”

“I was happy. Till she started calling in all them ghost hunters.”

Mrs Delaney had been quite persistent in her attempts to 'fix' her haunted house. Most of the people she found were charlatans, of course, but I'd still arranged an appointment as fast as I could once word reached me. It wouldn't have been long before she happened upon somebody with Talent, and unfortunately not everybody in this field knows how to behave like a professional.

“I think we might be able to help each other,” I say, careful to keep my voice calm and level.

“Don't see how. Not unless you can exorcise Her.”

“Not quite what I had in mind.” I pull out my phone and scroll through my photos. “You say that you're not the cause of the most recent incidents of paranormal activity?”

A pause. The ghost gnaws on her lip. I wait, patiently, keeping my body language open and nonthreatening. “I… I knocked her coffee cup over,” she admits at last. “She was being mean and talking on her telephone, saying I done all these things when I never did! So I decided to show her what I could do if I wanted.”

“Hmm.” The ghost eyes me nervously, as if expecting me to pull out a book, bell and candle and banish her on the spot.

“I only tipped it,” she adds. “I didn't break it or nothing!”

“You shouldn't have touched it at all,” I say sternly. “But… I can appreciate that you were frustrated, so let's say no more about it.”

The ghost looks relieved.

“My point is,” I continue, “if you weren't the one making blood rain from the ceiling or tormenting people in their sleep, then what was? There's no other ghosts on the property.” I find the picture I was looking for. “You can get anywhere around the house, right? Including behind the furniture and in the backs of cupboards?”

“Yes'm.”

I hold the phone up so that she can see the picture on the screen. “I'm going to let you go free in a moment, and I need you to see if you can find anything that looks like this.”

The ghost wrinkles her forehead. “What's that when it's at home?”