Quais são as melhores maneiras de comunicar problemas de hardware a usuários não técnicos?

Find something you both know have interest in and use parts of it to be a kind of interpreter... (Cars guys would know that a CPU is like the Carburator and that RAM is like the rotating assembly (crank, rods, pistons, etc))

Analogy is a powerful tool for communication when experience or knowledge gaps exist. Your non-IT colleagues may not understand a firewall filtering out specific traffic incorrectly due to an incorrect rule but they will understand how rules apply to an easily understood similarity to their day to day life. Using common language and simplifying to high level concepts will help communicate challenges regardless of previous knowledge or experience.

Describe the impact of the issue in terms of delays and potential areas of disruption down stream. They might not be able to make head or tail about the issue itself, but they will easily understand its impact and will be able plan/navigate accordingly.

Analogies make a world of difference when trying to explain things to non-technical users. If you can find a common topic of knowledge and then try to compare the technical details to the topic, it can improve understanding considerably.

In my career, the two practices I've found most impactful are empathetic communication and using plain language. Empathetic Communication: Acknowledge users' frustrations, show empathy, and reassure them of your support. Understanding their emotions is key. Use Plain Language: Break down technical jargon and complex terms. Explain the problem in simple, everyday language. Use analogies and visuals to enhance understanding.

I always compare a computer to an office. The person is the CPU, the desk space is the RAM and the Storage is the file cabinet. Then build out and keep your examples grounded in reality. Computers are limited by the physical world, and they only follow instructions.

When you communicate with non technical users then you must have patience, listening skills,you need to use easy to understand language,give respect to users, if they don't understand then provide sop to users for step by step guidance to troubleshooting issues.

Non-technical users are more interested in how a hardware issue is affecting them than in the technical details of the problem. For example, instead of saying "Your hard drive is failing," you could say "Your computer is having trouble saving and loading files."

Communicating hardware issues to non-technical users can be challenging, as we need to convey complex technical information in a way that is easy to understand. Some best practices for effectively communicating hardware issues to non-technical users could be: 1. Use plain language, avoiding jargon. 2. Clearly describe the issue and its impact. 3. Use analogies and visuals when helpful. 4. Provide step-by-step instructions. 5. Suggest solutions. 6. Avoid blame and be patient. 7. Offer contact information for support. 8. Consider creating support documents. 9. Follow up with the user.

depends on the users' knowledge of technology, we can simplify this by giving them examples from their field, and by asking questions that you are expected to answer

People are reassured when they have all the information and options. I usually present the options like a route on a maps app. You still end up going from point A to point B, the choice is dealing with the factors along the way. Each technical decision has pitfalls and wins, just give people a choice.

Yes, it is important to be honest and realistic when communicating hardware issues to non-technical users. It is better to be upfront about the situation, even if it is not what they want to hear. This will help them to make informed decisions about how to proceed. For example, if a non-technical user's hard drive is failing, you should tell them this even if it means that they will need to replace their hard drive and lose all of their data. It is better to be honest than to give them false hope.

Communication is the most important thing throughout the whole resolution process. If you’re unable to fix the issue right there and then, provide an honest deadline and explain why you have set this deadline, and what you will do to move towards this. If you’re unable to meet the deadline due to further issues or tasks of higher priority, contact the user as soon as possible to update them, reassure them you are working on the issue. Explain what you have done so far, what is next to be done, and set a new deadline to check in with them. Remember that the issue will most likely really affect the end user, and staying in constant communication will help boatloads.

Be realistic, don't go overboard with this and that, just state the facts and give examples of what could happen if certain issues arise

This is probably the hardest thing to do in tech-to-nontech communications. I find it helpful to view things like one's credibility and the client's patience as finite resources that have to be managed like any other. Nothing blows credibility and encourages impatience like being caught in a knowing inaccuracy.

Analogies and comparisons can be a helpful way to explain complex technical concepts in a way that non-technical users can understand. For example, you could compare a computer's CPU to the engine in a car, or its RAM to the car's gas tank.

Any sort of analogy helps leagues, especially if you can relate it to something that you both have a mutual understanding of.

Make it ridiculous. Find a balance between being condescending and informative. “Whoa, this thing sounds like a cat dragged down the stairs” “There is absolutely no way you can make a copy of your data to prevent data loss” When it sounds like it was their idea, it is so much easier to sell Show them diagnostic tools that they can run on their own Green is good, Red is less than good

I love this one! I love to talk the user through my troubleshooting and explain what is of a concern and what isn’t. Then showing them diagrams and explaining analogies helps them realise we are working towards the same solution, and puts them at ease.

The best way is to display the physical hardware fault with layman's explanations and absolute patience. Ensuring that you answer all the questions thrown at you by the user.

I find it helpful to start out establishing a standard for feedback. Some people don't want to listen to an explanation or process, they just want the issue fixed. If you ask "Do you want me to explain what I am doing? Or should I just complete the task?" They will give you space and usually give feedback at the end.

When people do not know the answer, they just make stuff up. If you fix a problem and they don’t know what was don’t to fix it, you will get bad Csat surveys Your happy end user is like a wind up toy. Walking out the door after your interaction. That interaction will wear off Why not talk 30 sec or a min and summarize everything. Positive and negative. We could not reinstall your broken OS because you did not back up your data. We were able to get your back up started… What happens in that brief summary usually appears in the CSAT survey notes

Yes, it is important to ask for feedback and confirmation when communicating hardware issues to non-technical users. This will help to ensure that they understand the issue and that they are comfortable with the proposed solutions. Here are some ways to ask for feedback and confirmation: Ask the non-technical user to repeat back to you what they have understood about the issue. Ask them if they have any questions or concerns. Ask them if they are comfortable with the proposed solutions. If the solution involves backing up data, ask them if they have a backup plan in place. If the solution involves replacing a hardware component, ask them if they are comfortable doing this themselves or if they prefer to take the device to a repair shop.

I like to keep the whole process as an ongoing conversation between me and the end user. Asking them about their day, and speaking about the issue around this. This helps us gain a better understanding of the impact of this issue, and sets their mind at ease as they realise we are looking towards resolving this issue for them.

Early on in my career there was a woman who had recently lost her husband. All of her pics with him and the pics of her new grandkids were on her computer. Some hardware in her machine had died but the HDD was still in tact. She was overwhelmingly devastated. Even though it was an easy fix, my job in that moment was not to be an IT guy. It was to reassure her. I spent a lot of time letting her know the pics were safe. I over communicated what I was doing and that it wouldn't touch her data. I took the extra time to make a back up of all her pics & show her they were extra secure. So even if anything crazy happened, she still had a copy of them. Sometimes to us it's just an IT issue, but to them it's everything. She made me brownies.

Don't use words like "user error"it's better to tell them "it's usually done by our IT wizards to help things and make your lives easier so sit tight and allow me to remote in to your computer and I'll let you in to learn a new thing or two".

One thing I learned in law enforcement is that what is a Tuesday for you might be the worst day in another person's life. This analogy holds true in the field of IT. Just because you deal with certain requests or errors many times a day doesn't mean that your customer does. For them a locked out account, an inaccessible file, or a malfunctioning printer might be a really big deal. Every success and compliment I ever received was a result of listening to a person and then doing my best to help them no matter how minor, simple, or ridiculous the problem might have been. Your job is to help people. It costs you nothing to listen and to validate their problem. Listen, acknowledge the concern, explain how you can help, and then do it.

Remember that non-technical users may be feeling frustrated or anxious about the hardware issue. Be patient with them and answer their questions clearly and concisely.

All six examples in this article are important when talking to any customer, not just the non technical ones. I have also found that being prompt when an issue occurs is as important especially when working in a 24/7/365 up time environment. Know your customers, they'll usually let you know how interested they are to learn more details about the issue on hand. Sometimes you may not be able to explain to them but you can follow up at another time. After all, great communication wins half of the battle.

It's important to know your client. Some folks don't care what's wrong, they just want it fixed. Others are interested in every little detail. Let them ask questions and keep it as simple as possible. Don't feed the condescending IT guy stereotype.

Understand that most problems to be solved have a human component. The keys to social interaction necessary to solve a problem as a computer technician are humility, mildness, and camaraderie. Realize as you approach a person with a problem that this could, and probably has been, you at some point. Then, proceed to take care of that person and the problem they are experiencing as if you were taking care of yourself.

I try not to explain why things are not working, but rather how I remedied the issue. In my career, I have found that the best way to get users back to work is to listen to their words & see what they are looking at. Troubleshooting 101.

Understand the audience and their context in order to structure the feedback that they are looking for to help solve more than just the immediate problem. Goals of mitigation will require a focus on the process or environment that introduced the failure. Concerns about user experience will be mindful of solutions that provide fault tolerance and recoverability. If there is an interest to learn, hardware provides a hands-on environment to demonstrate how an issue is diagnosed and resolved. As an expert, go through the process of relearning the necessary fundamentals to help identify knowledge gaps with the audience, while simplifying complexities and answering any questions that may arise.

One thing that I always found helpful is finding opportunities to teach. Most people have a desire for knowledge and finding the right time to explain how something works, or how it can effect other things, is usually met with appreciation from the other side.