Helping without being present.
WHAT TOOLS PROVIDE
Viewing the user's screen Controlling the device, with permission Transferring files Running diagnostics
WHAT TO ESTABLISH FIRST
Permission, explicitly.
WHAT TO EXPLAIN
What you will do, and that they can end the session.
WHAT TO DO DURING
Narrate what you are doing Avoid opening anything unrelated Respect what is on their screen
WHY
You are in their workspace, which may contain personal material.
WHAT TO AVOID
Taking over without explanation Working silently Changing things beyond the issue
WHY EXPLAIN AS YOU GO
It teaches, and it maintains trust.
WHAT TO DO WHEN GUIDING BY VOICE INSTEAD
Use precise language, naming what you mean Ask what they see rather than assuming Give one instruction at a time
WHAT NEVER TO ASK FOR
Their password.
WHY
It is unnecessary, and it teaches a dangerous habit.
WHAT TO DO AT THE END
Confirm resolution, end the session visibly, and record what was done.
