Operating a website used by predominantly non-technical users can be an eye-opening experience when the time comes to support those users. It’s easy to forget how much of the nomenclature and technical understanding that we take for granted is just unintelligible jargon to others. In fact about 10% of people surveyed this year even guessed that HTML was an STD.
A particularly poignant example I dealt with recently was a user telling me they were using “Google” to browse the Internet on their desktop PC. You’d think that probably means they were using Google Chrome as their browser, right? Nope. They were using Internet Explorer with Google’s website set as their home page.
Unfortunately, assisting the most helpless users with technical issues still requires that they communicate details about their platform and browser to you at least semi-accurately. The broader problem is bigger than anyone can solve in a thousand words, but in this post I want to show you one small improvement I’ve made on my public-facing contact forms to help cut down on confusion with this specific aspect of helping non-technical users.
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