Supporting others.
WHAT TO DO FIRST
Ask what they were trying to achieve, not what went wrong.
WHY
The stated problem is frequently a symptom of a different goal.
WHAT TO AVOID
Taking over the keyboard Explaining while doing Making them feel foolish
WHY THAT LAST ONE MATTERS
People who feel foolish stop asking, and problems get hidden.
WHAT TO DO INSTEAD
Let them drive, and guide.
WHY
They learn it, and do not need you next time.
WHAT TO ESTABLISH
What exactly happens When it started What changed Whether others are affected
WHAT TO DO ABOUT A RECURRING QUESTION
Fix the cause, or write it down once.
WHAT TO WRITE DOWN
The answer, somewhere they can find it.
WHAT TO TEACH
The method, not only the answer.
WHAT TO BE PATIENT WITH
Everyone.
Confidence with technology varies enormously and says nothing about competence generally.
WHAT TO NOT ASSUME
That anything is obvious.
