I hate people who ask for help, but insist they know how to fix it

[Ilya]

@SlackJ94

I’m not in IT (ok, maybe I am a little bit), but I deal with similar problems with my users.

One of the websites I run has a “forgot password” link that when clicked instructs the user to check their email (even tells them which email to check) for their temp password.

At least once a week we get a call that goes something like:

Them: “Hi, I forgot my password, so I clicked the link. But my password still doesn’t work.”
Me: “How long ago did you click the link? Sometimes the email takes a few minutes to get to you.”
Them: “Ohh, I’m supposed to check my email?”
Me: “Yes, the message box instructs you to do so.”
Them: “Well, which email? I have several.”
Me: /facepalm “Please click the link again and then check the email that is displayed in the message box.”
Them: “Can’t you just reset it from there?”
Me: “No.” (Actually, I can.)
-Short Pause-
Them :“Ok, I got it now.”

I’ve learned that message boxes are totally useless for instructing a user.

Make them bold and red. Underline and italics too.