Many times, as support professionals, our customers sit in areas known to us, or at least in the same building or campus. Sometimes, though, we may have to visit unfamiliar locations -- perhaps a remote office of our own company, or the office of an external customer. For that reason, we need to know how to get to that location. Now I know that in theory, navigation is a "no-brainer" these days. We can visit Google maps or Mapquest. We have our Garmin and TomTom devices. So, why waste time discussing this issue, right?
Not so fast. Did you see, earlier this week, the news of the passing of 96-year-old Barbara West Dainton, of Truro, Cornwall, England? Mrs. Dainton survived the 1912 sinking of the Titanic, and was the second-to-last survivor to pass away. We all know the story: despite its technological features and design, Titanic still sank, taking 1,500 people with her.
Even if we have the best technology, it still can fail us. For example, a mapping Web site once told me to drive straight through the middle of a forest in Fairmount Park, in Philadelphia. What "horror stories" can you share regarding the use of navigational technology? What tips and "gotchas" can you offer?