Do we (really) underestimate the average user?

[FrankieTDouglas]

I've driven a car for almost 20 years, yet I still have no idea how to make adjustments to it. I barely even know how to change a flat. Why? Because I'm not interested in the finer aspects of it, I just want to get where I need to be.

Same thing for some with computers.

It's just a tool. Same with a car. Some people love the specifics, others couldn't care less. Who cares if someone does or doesn't know about certain aspects of a new operating system? If you do, great. It's your life. If they don't care, good for them.

 

[Zxxv]

good luck trying to cook and prepare a meal infront of a professional chef as you'll no doubt get the same response about your knowledge, skills and technique

 

[stroked]

If you communicate often with people on this forum it’s easy to forget how uneducated the general public can sometimes be with technology, but I’ve always thought that that was a smug attitude and that the general public is smarter than most “techy” people think but three things recently happened to me:

1) Before one of my college classes started an acquaintance of mine sat down and got out her MacBook Air. She was running Yosemite and I said "How do you like OS X Yosemite?" She looked at me funny and I said "your operating system." She replied "oh, I like it fine. I just have everything set to auto update." I mentioned that the old version had the 3D dock and she was like "oh yeah."

2) My aunt has an iPad 2 with auto updates turned off. She had iOS 6. A while ago I went to her house and picked it up and realized she was running iOS 7. I made a comment and she said "What's an iOS 7?" I asked if she'd noticed that everything looked different and she said she didn't notice the change.

3) Another acquaintance of mine was browsing the web and got some kind of pop up. They were telling me that they were "browsing with Apple and Apple blocked the pop up." I asked them what they meant and they said they had an "Apple computer so they browse with Apple." Long story short, they were browsing with Google Chrome.


I don't mention these in an arrogant way or to make fun of them, but I was surprised. I realize that people on this forum (me included) have an above average knowledge of computers, but I can't believe people don't even stay informed on the name of their OS. How do you go from iOS 6 to iOS 7 and not even notice it or even know "what an iOS" is? Sometimes it makes me sad that people have so little knowledge about the devices they use.

Do you think these were typical cases of the "average user" or do you think these were on the extreme? I think it would be curious to see what an IT or tech maintenance person at a company has to deal with.

I have all of your examples beat. Someone I know was having trouble setting up Wi-Fi. He was stuck at the beginning of the instructions, because he didn't know what a browser was.

 

[Ulenspiegel]

People and their interests differ.

 

[Scepticalscribe]

I have all of your examples beat. Someone I know was having trouble setting up Wi-Fi. He was stuck at the beginning of the instructions, because he didn't know what a browser was.

But this is a very new radical and transformative revolution in terms of technology and being able to access information.

Indeed, for much of the First World, - let alone the Third World - it is only a quarter of a century old - and thus, being fluent in it, and at ease in it, are not natural experiences for many.

For my part, I didn't even touch a computer until I was a postgrad student, and then, it was only because I realised that this was such a revolutionary technology that it would become an absolute imperative (professionally) to master it.

Time, and ease of use and familiarity will erase many of these problems. LizKat's observations on the use of jargon are also worth heeding; it is a foreign language to those who are not familiar with it.

I also like CrickettGrrl's post and her remarks about the use of black magic markers; guilty, m'lud.

Actually, I did that in the early 1990s when I was learning all of this - oral instructions were not going to cut it, there were too many completely unfamiliar steps and sequences of instructions to remember this with any sort of confidence, so writing out step by step, in big, black marker, along with arrows indicating sequences in which to follow these steps, was the way to go.

Even now, I'd have trouble setting up wifi. My solution is to get someone who is competent and qualified, pay them properly, and, if they will tolerate my presence, stick around and watch what they do, and ask a few questions. It works for me.

 

[Traverse]

Time, and ease of use and familiarity will erase many of these problems. LizKat's observations on the use of jargon are also worth heeding; it is a foreign language to those who are not familiar with it.

I also like CrickettGrrl's post and her remarks about the use of black magic markers; guilty, m'lud.

Actually, I did that in the early 1990s when I was learning all of this - oral instructions were not going to cut it, there were too many completely unfamiliar steps and sequences of instructions to remember this with any sort of confidence, so writing out step by step, in big, black marker, along with arrows indicating sequences in which to follow these steps, was the way to go.

Related to what Jessica Lares said, good user manuals and guides can go a long way, but more and more developers and manufactures are moving away from them.

 

[Scepticalscribe]

Related to what Jessica Lares said, good user manuals and guides can go a long way, but more and more developers and manufactures are moving away from them.

Agreed, they do. And, I, too, recall the days of the telephone directory sized manuals that came with Windows 3.1, and with 'Word'; they were consulted regularly, years ago when this world was new to me. (Less frequently used were Excel and Powerpoint).

The trick is - as with trying to teach anything - is to create a safe space where it is okay to not know things, and encourage questions by making it very clear that there is no such thing as a stupid question.

And, for anyone who teaches (professionally, or merely in an amateur or private capacity to recalcitrant family members and other relatives and friends) you really have to ask yourself what your end goal here, actually is.

Do you wish them to learn about the thing, or do you wish to draw attention to the lamentable deficiencies in their knowledge. People don't like to be made to feel like idiots; they have to want to learn, and that means creating an environment where it is acceptable, and possible and safe for them to do so.

 

[tayluftwaffel]

I would say that most of us on these forums are pretty tech savvy, but that's because we spend a large amount of time thinking about and dealing with computers. But, I think that our perspective makes it easy for us to see the faults in other people.

A comparison might be that the average person does not know what a "white balance" is on a digital camera. They might not know many thing about the fancy camera, other than it takes pictures, and this button helps with motion blur, and that thing is the flash. For photography professionals, most people who are consumer grade users don't comprehend the fullest extent of the capabilities of their camera. It's just our perspective makes others seem unintelligent.

Same thing for those who are very well acquainted with grammar. If someone types "I live over their" rather than "I live over there", it is unnerving to those who know the difference. But for the person who is ignorant of their mistake, they see no reason to identify or fix the problem.

People are just in general unaware of things that are not important to them. There are some things that we are largely ignorant of, I'm sure.

 

[Scepticalscribe]

That made me smile. I've never seen one of those old film projectors in person.

Ah, yes. They were an extraordinary form of technology in their time, and the film made a flickering noise when running; there was one at school which some of the teachers knew how to use (a feat which impressed us enormously).

And then, going back further, I recall as a very small tot, seeing those antique tape recorders - you know, the ones with enormous brown spools; the means to operate them looked like the console or command flight deck of a space craft.

 

[Mousse]

good luck trying to cook and prepare a meal infront of a professional chef as you'll no doubt get the same response about your knowledge, skills and technique

Haha... I had my wife chew me out because I didn't understand her cooking instructions. "I wanted it 'tossed' not 'mixed'." She proceeds to demonstrate the difference. There is a difference (she wouldn't have chewed my (_!_) out otherwise), but look the same to me.

 

[Scepticalscribe]

I would say that most of us on these forums are pretty tech savvy, but that's because we spend a large amount of time thinking about and dealing with computers. But, I think that our perspective makes it easy for us to see the faults in other people.

A comparison might be that the average person does not know what a "white balance" is on a digital camera. They might not know many thing about the fancy camera, other than it takes pictures, and this button helps with motion blur, and that thing is the flash. For photography professionals, most people who are consumer grade users don't comprehend the fullest extent of the capabilities of their camera. It's just our perspective makes others seem unintelligent.

Same thing for those who are very well acquainted with grammar. If someone types "I live over their" rather than "I live over there", it is unnerving to those who know the difference. But for the person who is ignorant of their mistake, they see no reason to identify or fix the problem.

People are just in general unaware of things that are not important to them. There are some things that we are largely ignorant of, I'm sure.

Very good post. And you are quite right, too.

Speaking personally, I don't know the first thing about digital cameras (as I still use film), let alone the distinction between 'white light' and other matters, but, as a published author, and former editor, I have to admit that I am a fully paid up member of the grammar police, and find myself hissing balefully at mistakes that I regard as an insult to the English language.

 

[lowendlinux]

I can do just about anything to and with my cars and computers because they're interesting and doing things to them brings me a sort of inner peace that only a machine can. I can't do much to or with my phone no matter the brand or OS because I just don't care. I know people love them and find them very personal and interesting but to me that's just not the case.

 

[tayluftwaffel]

Very good post. And you are quite right, too.

Speaking personally, I don't know the first thing about digital cameras (as I still use film), let alone the distinction between 'white light' and other matters, but, as a published author, and former editor, I have to admit that I am a fully paid up member of the grammar police, and find myself hissing balefully at mistakes that I regard as an insult to the English language.

I'm glad you agree! I would be very eager to read a book you wrote and published.

 

[Apple fanboy]

This sounds a lot like my parents. They're both in their 60's and hopeless.

This issue with them is they arn't interested in how things work. They both have to use computers, but they don't get it.

My dads the worst. He would regularly have his DVD player set to the wrong time waiting for me to visit to move it an hour forward (I live 3 hours a way).
Or he would have all his photos from the last 12 months on his digital camera, waiting for me to upload them for him. No matter how many times I showed him how to do it, he has no interest.
And the idea of backing up a PC hard drive is a unheard of.

I even had to nag my neighbour to set up a password on their wifi. I kept explaining the consequences of leaving it open. When I went round to do it for them, she told me the password! A year later I'm round trying to sort an issue with her email on her iPad. She couldn't believe I had remembered her password (it was a play on their Surname so was easy to remember).

 

[Xiroteus]

People and their interests differ.

Sure, however if you use something for hours a day for well over a decafe you could at least bother to learn some of the basics of how it works.

The only part of your post that I question is the “I just do not understand people not wanting to know everything they need so they never have to ask for help.” Everyone needs to ask for help sometimes. Short of that, I agree that since our computers are not toasters yet, it makes sense to learn the essentials. More people should take advantage of Apple's one-on-one options. More relatives (like me!) should insist on that and so divorce themselves from the turmoil of teaching family how to use gear. I’d never teach a family member how to drive a car. Shame on me for trying to teach them how to use a laptop.

I really do not ask for help, yet that does not mean I never have to research some issues online which can be a type of needing help. It is mostly needing to learn how to do something I have never required before. I know I may go a bit far with never asking for help, most people may need a little help once in awhile.

Back in the day (all those years ago) with my family I was the one that took it upon myself to learn about computers because I wanted to know how to run and maintain them. I was mostly just me wanting to not require any help. Yet everyone else kind of learned the basics, some more then others. I do find it odd for someone not caring when they used it for half the day each day for years.

 

[Ulenspiegel]

Sure, however if you use something for hours a day for well over a decafe you could at least bother to learn some of the basics of how it works...

The essence of the question lies in "bother to learn".
Many people consider mobile phones and computers just tools that serve their actual, momentary needs. No more, no less.
We all use tools on daily basis and we don't really know how they work. Simply because we are not interested.

 

[Xiroteus]

The essence of the question lies in "bother to learn".
Many people consider mobile phones and computers just tools that serve their actual, momentary needs. No more, no less.
We all use tools on daily basis and we don't really know how they work. Simply because we are not interested.

To some degree, however one really does not need to know how a refrigerator works to use it and would only require help if it broke. On a personal level I know how a lot of stuff works or can fix it or figure out how to do so.

If they require help with their computer every other minute they should get more interested on how to use it.

 

[Scepticalscribe]

To some degree, however one really does not need to know how a refrigerator works to use it and would only require help if it broke. On a personal level I know how a lot of stuff works or can fix it or figure out how to do so.

If they require help with their computer every other minute they should get more interested on how to use it.

All most people want is for their devices to work, and in getting them to work without giving them any trouble. Mostly, they are not interested in how and why these things work.

If they have to learn this, most people will enough exactly as much as they need to know to enable them to do what it is they need to do, and not much more.

If the tech world wants people to be interested in how computers work, well, then, exciting and fascinating books, easily comprehensible, - and other sources - for children (and teens, and adults), written with joy and delight, should be written and resources devoted to the study of this.

You have to create an environment where people will want to learn about this, and create the tools which will make it - the learning process - a joyful journey of intellectual exploration and discovery.

 

[Traverse]

All most people want is for their devices to work, and in getting them to work without giving them any trouble. Mostly, they are not interested in how and why these things work

I've enjoyed your posts here, they have been very insightful. I also agree when you mentioned that creating an atmosphere that foster learning, not that insults people, is key and is what I want to emulate when I'm a professor one day, but I think there are different levels being discussed.

Not knowing what a web browser is or how to use the Finder can be attributed to disinterest, but the example of my family member who unplugged their computer can't be. They were told straight many times NOT to just unplug their computer when it's running and wouldn't listen. That is a lack of appreciation for their possession, not a troublesome learning environment.

Though I admit cases like that are the extreme.

 

[Xiroteus]

All most people want is for their devices to work, and in getting them to work without giving them any trouble. Mostly, they are not interested in how and why these things work.

If they have to learn this, most people will enough exactly as much as they need to know to enable them to do what it is they need to do, and not much more.

If the tech world wants people to be interested in how computers work, well, then, exciting and fascinating books, easily comprehensible, - and other sources - for children (and teens, and adults), written with joy and delight, should be written and resources devoted to the study of this.

You have to create an environment where people will want to learn about this, and create the tools which will make it - the learning process - a joyful journey of intellectual exploration and discovery.

I understand people just wanting their devices to work. However since that is not often the case they could at least learn the basics to such a degree so they do not have to ask how to do everything over and over again for years on end. That would be more like asking how to drive over and over vs how the car works itself.

Something about that level of laziness bugs when if they have to continue asking over and over again. I know someone that really needs either a good size tablet or a chromebook since everything they do is online, they have almost no files and ease of use would be good for them.

Of course some people do want to learn and will ask questions, that is great. I have shown people how to do things and I also understand they may need to take notes to double check again because remembering everything is not always possible yet they are TRYING.

 

[Scepticalscribe]

The essence of the question lies in "bother to learn".
Many people consider mobile phones and computers just tools that serve their actual, momentary needs. No more, no less.
We all use tools on daily basis and we don't really know how they work. Simply because we are not interested.

I think that you have expressed this well.

I've enjoyed your posts here, they have been very insightful. I also agree when you mentioned that creating an atmosphere that foster learning, not that insults people, is key and is what I want to emulate when I'm a professor one day, but I think there are different levels being discussed.

Not knowing what a web browser is or how to use the Finder can be attributed to disinterest, but the example of my family member who unplugged their computer can't be. They were told straight many times NOT to just unplug their computer when it's running and wouldn't listen. That is a lack of appreciation for their possession, not a troublesome learning environment.

Though I admit cases like that are the extreme.

I see where you are coming from (I really do) and I think this is a wonderfully interesting - and useful - thread, conducted in an atmosphere of heated, but mutually respectful argument.

In a former life, I used to be an academic (history and politics) so I have a fair bit of experience of the challenges of trying to get kids at third level - kids who have actually chosen these subjects to study! - to get interested, when all that most of them (granted, not, by any means, all of them - otherwise, I would have given up) - were interested in was learning what was on the exam paper, rather than what was on the course (so they could learn interesting things, broaden their minds, equip their intellects instead of just passing their exams).

The thing is, brains are very demanding of personal, and physical and psychological resources; they eat energy. Actually, biologists tell us that it is very tiring and demanding to want to, or need to, or wish to, continuously learn new things. Physiologically, it is exhausting to have to constantly think about things - and modern tech is extraordinarily demanding.

Now, personally, I rather like to do this, because one of my prime motivations is the acquisition of knowledge, intellectual curiosity - even in areas I am not particularly proficient in; I like asking questions, and getting, or finding out, or acquiring answers - I like to know things. Why things are, how things work, what they are, when and where they happened and 'who dunnit'.

But - to be frank - most people couldn't give two hoots, and we have to learn to acknowledge this and recognise this and deal with it.

However, if they need to know, they will learn enough to enable them to do what they have to do, and no more.

 

[Meister]

I actually think it is crucial for the future of mankind for people to have a basic understanding of how computers and the internet work.

 

[macguyx86]

I don't think we underestimate the average user...

Just remember: if you buy electronics for your family members, it's like having a baby. You will support that thing until you die.

 

[The Doctor11]

Do I underestumate the average user?!?! No!!!! Overestimate! People around me never ever fail to dissapoint me with how little they know.

 

[stroked]

Just remember: if you buy electronics for your family members, it's like having a baby. You will support that thing until you die.

I got a good laugh out of that. That is why I quit giving away PPC Macs a few years ago.

I am going to put that in my folder of quotes.