to bjørnebær

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:

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ACT LIKE A TOTEM

WORK LIKE A CAIRN

when i work in preschools, the hand signal kids make for phone is a flat palm, their fingers like brackets. i still make the pinky-and-thumb octave stretch when i "pick up" to respond to them.

the symbol to save a file is a floppy disc. the other day while cleaning out my parents' house, i found a collection of over a hundred CDs, my mom's handwriting on each of them. first day of kindergarten. playlist for beach trip '94. i don't have a device that can play any of these anymore - none of my electronics are compatible. there are pieces of my childhood buried under these, and i cannot access them. but they do exist, which feels special.

my siblings and i recently spent hours digitizing our family's photos as a present for my mom's birthday. there's a year where the pictures just. stop. cameras on phones got to be too good. it didn't make sense to keep getting them developed. and there are a quite a few years that are lost to us. when we were younger, mementos were lost to floods. and again, while i was in middle school, google drive wasn't "a thing". somewhere out there, there are lost memories on dead laptops. which is to say - i lost it to the flood twice, kind of.

when i teach undergrad, i always feel kind of slapped-in-the-face. they're over 18, and they don't remember a classroom without laptops. i remember when my school put in the first smartboard, and how it was a huge privilege. i used the word walkman once, and had to explain myself. we are only separated by a decade. it feels like we are separated by so much more than that.

and something about ... being half-in half-out of the world after. it marks you. i don't know why. but "real adults" see us as lost children, even though many of us are old enough to have a mortgage. my little sister grew up with more access to the internet than i did - and she's only got 4 years of difference. i know how to write cursive, and i actually think it's good practice for kids to learn too - it helps their motor development. but i also know they have to be able to touch-type way faster than was ever required from me.

In 1890, everybody rode horses, used candles to see at night, and communicated through letters.

By the 1920s (only 30 years later!), everybody had automobiles (or access to another form of 'self-driving' transportation like busses or trams) and nobody had horses. Nearly everyone had electricity in their houses. Nearly everyone had a telephone, or access to one.

Can you imagine? Can you imagine growing up, being taught by your parents all about how to ride horses and care for them and hitch them to a wagon, only to...not ever use that knowledge as an adult, because you have a car? Can you imagine learning how to make candles, finally getting good enough at it to be useful to your family as a teenager, only to flick a switch to turn on a light bulb as an adult?

I feel like that last huge change in technology is the same thing we are going through. I know how to read a paper map. I will never need to use this knowledge. But it's still in there; including the many patient hours my mother spent teaching me, and a lot of fond memories I have of her doing it. I know how to research a topic in a paper library, with actual books. Pretty sure I will never do that again. I memorize phone numbers, 'just in case'. In case what? The automobile (smartphone) gets un-invented? But I hold that knowledge in my head. It's there. It's part of me.

I wish I could speak to my great-great-grandmother, who had her first baby in 1900. To ask her, if what Millennials now are going through is what it was like for her Centennial generation. The absolute whiplash, from one way of life to another.

(note: I am not talking about creativity, I am talking about administrative tasks and reading complicated manuals and such.)

Could I work my way through 3 pages of Microsoft docs to find the flags I want for that command? Sure. But I could also just type the question and get an answer.

I think that the 'try things out and see if it works' is going to become as old fashioned as cursive and orienteering, and that having to click on things and use menus will just become a text box to type your question into. Do I think this is a good thing? Nope, especially with corporate hosted models. But I do think that in 20(? w.a.g.) years, current computer interfaces will be thought of like having to manually load drivers from disks.