How many times has a user struggled to explain over the phone exactly what they were doing when their computer crashed?
Although tools like Windows Remote Assistance, LogMeIn, CrossLoop, and VNC are probably the best way to see exactly what's happening with a remote system, there are times when connecting directly to a machine just isn't possible or practical. In these situations, the end user is often left trying to explain the events that led up to their problem over the phone. And depending on how tech savvy they are, these conversations can be extremely frustrating for both the user and IT.
During this week's TR Dojo episode, I show you how the Windows 7 Problem Steps Recorder can show you exactly what was happening when a problem occurred.
Improve IT communication
Want resources to help your IT department effectively communicate with the rest of the business? Check out these additional resources:
- Understanding what support techs say and what they really mean
- Explain computer concepts to non-technical people with analogies
- The 10 worst ways to communicate with end users
- 12 qualities of successful support techs
- The 7 most important communication skills an IT leader should have
For those who prefer text to video, click the View Transcript link below the video player windows or check out Greg Shultz's article, "Troubleshoot Windows 7 with the built-in Problem Steps Recorder," on which this video is based.
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Bill Detwiler has nothing to disclose. He doesn't hold investments in the technology companies he covers.
Bill Detwiler is Managing Editor Tech Pro Research and the host of Cracking Open, CNET and TechRepublic's popular online show. He was most recently Managing Editor for TechRepublic Pro. Prior to joining TechRepublic in 2000, Bill was an IT manager, database administrator, and desktop support specialist in the social research and energy industries. He has bachelor's and master's degrees from the University of Louisville, where he has also lectured on computer crime and crime prevention.