Video: Understanding what users say and what they really mean

Work in IT long enough and you'll notice that users repeat several key phrases. Novice techs may take these expressions at face value, but IT veterans know that these phrases often have hidden meanings. Bill Detwiler takes a lighthearted look at what users say and deciphers what they often mean.

As someone who's taken hundreds of support calls on both enterprise and small-office help desks, I can attest to the fact that IT pros hear several key phrase over and over again from end users. These expressions sound harmless enough but often have hidden meanings. During this IT Dojo video, I take a lighthearted look at some of the things you hear from your users and try to decipher what they often, really mean.

For those of you who prefer text to video, you can click the Transcript link that appears below the video player window or you can also read Jeff Dray's download "10+ things users say (and what they really mean)," on which this video is based.

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Bill Detwiler is Managing Editor of TechRepublic and Tech Pro Research and the host of Cracking Open, CNET and TechRepublic's popular online show. Prior to joining TechRepublic in 2000, Bill was an IT manager, database administrator, and desktop supp...

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