Many of your users must use more than one application. They're usually competent in one, but not all of the Office applications. For example, how would you help a user who's trying to copy Excel data into a PowerPoint slide. She can copy the data just fine, but she doesn't want the grid lines visible on the slide. She simply can't find an option that will remove the grid lines from the copied data. It doesn't take a ton of skill, but sometimes the problem's origin isn't as obvious to your users as it is to you (and that's your only clue).
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Susan Sales Harkins is an IT consultant, specializing in desktop solutions. Previously, she was editor in chief for The Cobb Group, the world's largest publisher of technical journals.