Working with support issues for at lest 20 years...
My take on this is that there are two types of non-technical users:
- stupid ones
- intelligent one
The intelligent ones know what they don't know. Or at least they understand what is their area of expertise. They focus on explanation of the problem and they do not make random conclusions.
The stupid ones do not know what they do not know and, of course, they think they are smart and know everything. It is so hard to work with them.
It is interesting that education level, nationality, race, etc. does not give any reasonable indication whether a non-technical users is intelligent or not.
My take on this is that there are two types of non-technical users:
- stupid ones
- intelligent one
The intelligent ones know what they don't know. Or at least they understand what is their area of expertise. They focus on explanation of the problem and they do not make random conclusions.
The stupid ones do not know what they do not know and, of course, they think they are smart and know everything. It is so hard to work with them.
It is interesting that education level, nationality, race, etc. does not give any reasonable indication whether a non-technical users is intelligent or not.