Easing the Job of Family Tech Support? 932
DarkDevil writes "Ever since I was introduced to computers at a very young age, I've been the resident tech support for a household of 7 users. I've been in a cycle for the last ~8 years where something happens to my parents' computer, I spend a week or two trying to non-destructively fix the problem (and try to explain to the users what caused it and how to avoid it), and then if it's not easily fixed I'll reformat and start from scratch. Most often, the level of infection warrants a reformat, which usually ends up taking even more time to get the computer back to how my parents know how to use it. 4-8 months later, it happens again. Recently, I found ~380 instances of malware and 6 viruses. I only realized something was wrong with their computer after it slowed down the entire network whenever anyone used it. My question for Slashdot is: are there any resources out there that explain computer viruses, malware, adware, and general safe computer practices to non-technical people in an easy-to-digest format? The security flaws in my house are 9, 26, and ~50 years old, with no technical background aside from surfing the internet. Something in video format would be ideal as they are perfectly happy with our current arrangement and so it'll be hard to get them reading pages and pages of technical papers."
Re:Give Up (Score:5, Funny)
(No, I couldn't find a link to that PA comic. Somebody else will have to do that.)
Re:The butterfly Parable (Score:5, Funny)
So you're saying that the next time Mom asks for tech support, he should bind her up in duct tape, leaving a little hole and saying "fight your way out Mom! It will do you good!"
While amusing, I don't think that would really solve her or his problems.
Re:You can't teach people who don't want to learn (Score:5, Funny)
I agree. My long-time girlfriend is a veterinarian and always makes fun of my career choice when I am "on-call" or have an "emergency."
Obviously her on-calls, and emergencies deal with life-or-death situation (of animals...) and mine deals with thousands, and possible hundreds of thousands ($$) in lost productivity, revenue, etc.
Whenever I even mention the $$ argument as a way to back up my claim as my job is important - I get the "saving lives" is more important. One of our good friends is a doctor and uses the "save lives vs. save useless lives" argument with her...funny actually. The only reason why she did vet school instead of med school (truth be known vet school is more difficult to get into) is because she likes animals better than people.
Anyway, back to the story, whenever her computer screws up, I make it a point to note that I'm saving its life. It gets her all riled up, stating she'll just buy a new computer - to which I reply I'll simply buy a new dog when mine gets hurt - or even a new girlfriend when mine is broken.
It's this back and forth that makes me wonder if we'll ever get or stay married.
Re:Give Up (Score:2, Funny)
Re:Only every 8 months? Lucky. (Score:5, Funny)
And before anyone starts bleating "but Macs can have problems too..." I'll tell you what I tell my family now when they call me with problems: "So what? I don't support Macs."
Re:here's where we get to hear someone spew (Score:3, Funny)
Re:Give Up (Score:4, Funny)
And you picked a bad example. Dyslexics tend to be better with computers than the rest of the population. If you're practically illegible when using a pen like I am, you tend to develop fast typing (spellcheckers are pretty cool too).
And dyslexia doesn't stop one's family asking for tech support. Got all but one of them on Linux now though, which helps.
Re:here's where we get to hear someone spew (Score:5, Funny)
Re:You can't teach people who don't want to learn (Score:1, Funny)
Wow your girlfriend is a bitch
Re:You can't teach people who don't want to learn (Score:5, Funny)
Anyway, back to the story, whenever her computer screws up, I make it a point to note that I'm saving its life. It gets her all riled up, stating she'll just buy a new computer - to which I reply I'll simply buy a new dog when mine gets hurt - or even a new girlfriend when mine is broken.
So how comfortable is that couch?
Re:The butterfly Parable (Score:5, Funny)
Dude, don't leave us hanging...
So what happened to the butterfly? Was it like Forest Gump and it went on to meet presidents and stuff?
Re:MS SteadyState (Score:5, Funny)
Re:Related question (Score:4, Funny)
after 6 months you may not be looking at it at all.
Re:here's where we get to hear someone spew (Score:5, Funny)
I had to sell my black turtleneck sweater to pay for my Mac. Oh the irony!
Re:Give Up (Score:4, Funny)
All you dyslexic linux worshipers - linux is the work of Santa, not Dog!
Re:Give Up (Score:3, Funny)
As requested, here it is: http://www.penny-arcade.com/comic/2004/05/07/ [penny-arcade.com]
Now brought to you with the absolute latest in hyperlink technology!
http://www.penny-arcade.com/comic/2004/05/07 [penny-arcade.com]
It's click-licious!!
Re:MS SteadyState (Score:2, Funny)
Screw Linux, give them WoW (Score:4, Funny)
My approach, actually, is that if they have time to be surfing for cutesy screensavers on www.i-pwn-u.ru and follow links to www.xploits-r-us.ro and to re-confirm their ebay password 10 times a day, that's the problem: they have time. Forget addressing the symptoms, go for the root problem.
Me? I gave my parents WoW. Sure, it's just about as hard as giving them Linux, so you have to hit them when they're down. It's for their own good. I got mom when she was too sick to do anything else, and she contaminated dad from there. If that fails, mention that she can talk to you on group chat. It's funny what moms are prepared to do for a son as a captive audience :P
Fair warning, it takes some time investment. Be prepared to answer questions like, I swear to FSM I'm not making it up, "HOW DO I SWIM UP?? WHAT CAMERA? I DON'T HAVE A CAMERA TO ROTATE!! NO, I LOOKED IN ALL THE BAGS AND I DON'T HAVE A CAMERA!!! WHERE DO I BUY A CAMERA?" or, again, true to FSM quote, "HOW DO I GET OUT OF THIS CAVE?? NO, I DON'T SEE YOU! I CAN ONLY SEE THE TOP OF MY HEAD AND MAYBE 3 FT IN FRONT AND TO THE SIDES!!"
I can see you're dying to ask, "but couldn't I just teach them to use Linux, or heck at least Mozilla in the same time?" Not so fast, grasshopper. This time they'll actually be willing to learn. In the same month you can teach them to play WoW like a pro, or you can be running in circles around "how do I start IE? This paypal password site says I need IE and Javascript" and "why does this taxform.xls.exe attachment not start when I click it???" if you gave them Linux.
Fast forward about a year, and they don't even have time to sleep. No, really, they're only recently up to 5 hours sleep a night. Surf for cutesy IE toolbars and install crap? Good grief, they don't even have time to shop for groceries outside of wednesday mornings. I think they even lost some weight, what with the occasional wednesday when the servers are back on from 5 AM.
Ah, life is good.
'Course, this might cost them a few years off the life expectancy, but it's you or them, really. The hours to support their computers would have probably added up to the same number of years of your own life. Ask yourself this, really: do you want to spend that time supporting them or grinding your own epic gear? Thought so.
Re:And I'm linux! (Score:5, Funny)
I've noticed that humans are illogical, Captain. They won't take the time to learn something that's free and can save them money, but they'll take the time to learn something that they spent money on and will continue to cost them money. Even tribbles act more logically.
What? (Score:3, Funny)
computer viruses, malware, adware
Viruses? Malware? Adware?
What are those?
Can you explain them to me? Pretend you are explaining them to someone who has no clue what they are.
(I run linux)