When we endeavour to troubleshoot issues, it seems to take longer to help people, they are getting easily confused and can’t always get to where they need to go.
Some of this can obviously be chalked up to brains going into panic mode, lack of experience, cognitive overload – but it was happening too often for these to be the only reasons.
I changed tack with some of the learners who lived locally and invited them come into the office. I found that there were two issues I hadn’t considered.
One, was that people lacked the basic vocabulary that would allow them to interact with the people attempting to help them. When a support person asks a client or student what version their browser is and the students do not know what a browser is – you are lacking a valuable shared vocabulary.
Another bizarre issue I’ve had is students telling me they can get to our web site just fine from the email link – but not when I am talking them through typing it into their browser. Even allowing for spelling errors. I discovered there are people who might say on their pre-course IT skills surveys they’ve used the internet for years — but have been using their browsers incorrectly.
So, I’ve created a video that I hope will help my fellow e-learning designers, online facilitators and their learners and clients. The video introduces the very basics of using the top three browsers used by laptops and desktops: Internet Explorer, Google Chrome and Mozilla FireFox.
In making the video for The Klevar Group, I learned that all three could do a better job for n00bs in terms of navigation and common settings. I also decided to make one video showing all three browsers because I feel it’s important for people to see more than one in action. There are some web sites that don’t work well with Google Chrome but do with Internet Explorer and vice versa so I know I need both.
I hope you find this helpful.