Fri, 18 Oct 2013
I'd like to quote it because someone helped me with a technical problem today, and today was definitely a day when I needed it.
This passage is written by Rich Bowen.
I had been doing technical support, particularly on mailing lists, for about two years, when I first started attending technical conferences. Those first few years were a lot of fun. Idiots would come onto a mailing list, and ask a stupid question that a thousand other losers had asked before them. If they had taken even two minutes to just look, they would have found all the places the question had been answered before. But they were too lazy and dumb to do that.
Then I attended a conference, and discovered a few things.
First, I discovered that the people asking these questions were people. They were not merely a block of monospaced black text on a white background. They were individuals. They had kids. They had hobbies. They knew so much more than I did about a whole range of things. I met brilliant people for whom technology was a tool to accomplish something non-technical. They wanted to share their recipes with other chefs. They wanted to help children in west Africa learn how to read. They were passionate about wine, and wanted to learn more. They were, in short, smarter than I am, and my arrogance was the only thing between them and further success.
When I returned from that first conference, I saw the users mailing list in an entirely different light. These were no longer idiots asking stupid questions. These were people who needed just a little bit of my help so that they could get a task done, but, for the most part, their passions were not technology. Technology was just a tool. So if they did not spend hours reading last year’s mailing list archives, and chose instead to ask the question afresh, that was understandable.
And, surely, if on any given day it is irritating to have to help them, the polite thing to do is to step back and let someone else handle the question, rather than telling them what an imbecile they are. And, too, to remember all of the times I have had to ask the stupid questions.