What everyone should be able to do.
WHAT THE BASELINE IS
Operate a device and its operating system
Manage files: create, organise, find, share
Use a browser effectively Use email properly Produce documents and basic spreadsheets Communicate online appropriately Recognise fraudulent messages Protect accounts with strong unique credentials Know when and how to ask for help
WHY THAT LAST ONE
Because not knowing is normal, and struggling silently is expensive.
WHAT SUPPORT STAFF SHOULD ASSESS
Which of these a user actually has.
WHY
It determines how to explain anything.
WHAT NOT TO ASSUME
That confidence indicates competence, or that hesitancy indicates its absence.
WHAT TO TEACH FIRST TO SOMEONE STRUGGLING
Whatever removes their immediate obstacle.
WHY
Abstract instruction without an immediate use is not retained.
WHAT TO PROVIDE
A written reference for anything they will need again.
WHAT TO AVOID
Making anyone feel foolish, which stops them asking and hides problems.
WHAT TO MEASURE IN AN ORGANISATION
Which recurring support requests indicate a skills gap rather than a fault.
