Discussion on:

Help for Mac help desks

Please:

1. read Fowler",
2. don't use the passive tense,
3. eliminate prolixity. Phrases such as "who is a frequent recipient of questions asking how various tasks could be performed ..." can be rendered as "who is frequently asked how to ..." are boring.

"One major advantage of Apples long-time simplification focus is the fact many users, seeking to perform common tasks, can simply be provided links to Apples documentation for those tasks" Is this a joke?

First they choose to buy a system that is used by only a small percentage of users because they think it makes them "special'" and one of the wise, tech-savvy elite because the ads and other apple fans say so. Then they expect their company to provide special support for their needs?
They shouldn't need support since the machines are so intuitive, easy to use, do everything imaginible and never have any problems. And, they made a choice, so why not let them figure it out themselves, on their own time?
A relative complained to me that she had to continue living with her folks because she had no money for rent. Not only had she just returned from a (voluntary) trip to Europe, but she'd just wasted nearly $2k on a Macbook pro. No doubt so she can post facebook pics and comments. I expect she'll be living with her folks into her 30's and beyond, and in the event she finds a job, will bring her overpriced laptop to work and expect support from the company.

I've worked in IT for 15 years and have never fixed an issue yet by reading the vendor documentation. 99% of the time, the documents are so superficial that if you know enough about computers to press F1 or open the help file, then they are already too basic for you.
100% of my computer issues are resolved by using Google to find the related support forum or group, which is invariably not supported by the vendor.

Hello, All.. I've been in IT since 1982 and still in it today.. JUST FYI.. I owned/sold 2 support companies in that time. I took a look at just how much MAC repair I've done. Hardly any other than adjusting color profiles to achieve color matching on the screen and Copiers. I also took a look at the economics of MAC users. To my surprise they made more money on average. Hence in our later years we've all begun the quest to get the most return on the least amount of effort. I have replaced my home systems (4 laptops and 1 desktop) in past 3 years to MACBOOK PRO's and MAC PRO. Since most of what we do is hosted on a website and the last two versions give enterprise access. I just sit back and laugh at the issues windows has now. NO virus scanner on any of them and can access exactly the same resources as my windows counter parts without the "Micro-trash" issues. Still if it wasnt for Micro-Trash I wouldnt be paying the mortgage. So thank you Microsoft... and keep up the terrible attempts to copy Apples software.. I have ten more years to pay off my house. Please dont let me down........... I know they wont.. LMAO.