What strategies can you use to support users who are not familiar with the technology they are using?

1 Use simple language

One of the most important strategies is to use simple and clear language when you communicate with the user. Avoid using jargon, acronyms, or technical terms that the user may not understand. Instead, use everyday words, examples, and analogies that the user can relate to. For example, instead of saying "Please reboot your device", you can say "Please turn off your device and then turn it on again". This way, you can avoid confusion and frustration for the user and yourself.

2 Ask open-ended questions

Another strategy is to ask open-ended questions that allow the user to describe their problem, their actions, and their expectations in their own words. Open-ended questions are questions that cannot be answered with a simple yes or no, such as "What are you trying to do?" or "What happens when you do that?". By asking open-ended questions, you can gather more information, understand the user's perspective, and identify the root cause of the issue. You can also use open-ended questions to check the user's understanding and confirm their satisfaction.

4 Provide step-by-step instructions

A fourth strategy is to provide step-by-step instructions that guide the user through the solution. Step-by-step instructions are instructions that break down the solution into small and manageable steps, and that explain each step clearly and concisely. For example, instead of saying "Please update your software", you can say "Please follow these steps to update your software: 1. Click on the settings icon. 2. Click on the update option. 3. Wait for the update to finish. 4. Restart your device". By providing step-by-step instructions, you can help the user follow the solution easily and correctly.

5 Use visual aids

A fifth strategy is to use visual aids that complement your verbal communication and enhance the user's understanding. Visual aids are any images, diagrams, screenshots, videos, or other visual elements that illustrate the problem, the solution, or the process. For example, you can use a screenshot to show the user where to find a button, a video to demonstrate how to perform a task, or a diagram to explain how a system works. By using visual aids, you can make your communication more engaging, effective, and memorable.

6 Offer additional resources

A sixth strategy is to offer additional resources that the user can access after the support session. Additional resources are any materials, links, documents, or contacts that provide more information, tips, or help for the user. For example, you can offer a user manual, a FAQ page, a tutorial video, or a support hotline. By offering additional resources, you can empower the user to learn more, solve future problems, and improve their skills and confidence.