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General Chat Thread, What is a polite way of saying "human error" or "user error"? in General; I work in a team of Technicians who go around various schools as part of an SLA for 3 hours ...
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    What is a polite way of saying "human error" or "user error"?

    I work in a team of Technicians who go around various schools as part of an SLA for 3 hours per visit (where frequency of visit depends on what they pay for). We come across so many situations in schools where staff are so computer illiterate that a good 40% of problems are user error related. On our visits, we try to write notes for schools letting them know what we have fixed or looked at in that visit. OUR problem is that none of us have come up with a KIND way of saying the problem was with the user.
    We have several phrases that only a technician would understand - PICNIC, PEBCAC, ID-10-T, Layer 8 Error etc. Can you tell me what is your favourite way of saying "User Error"?

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    Joanne's Avatar
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    I tell them that the computer behaves when I am around. I just need to glare at it!

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    elsiegee40's Avatar
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    PICNIC, but to be honest most of the staff know what that means these days

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    Edu-IT's Avatar
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    What's wrong with saying user error, or just put no technical fault found.

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    UTS error

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    Don't do polite, tell 'em straight (kinda nicely), mollycoddle 'em and they won't learn

  7. 5 Thanks to smithson83:

    Garacesh (12th June 2014), nephilim (12th June 2014), SYNACK (11th June 2014), witch (11th June 2014), woreilly (11th June 2014)

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    Quote Originally Posted by Edu-IT View Post
    What's wrong with saying user error, or just put no technical fault found.
    we want to tell them it is user error but in a way that wont get us into trouble

    - - - Updated - - -

    Quote Originally Posted by Hefferzzzz View Post
    UTS error
    And UTS stands for?

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    Gibson335's Avatar
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    Chair to keyboard interface...

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    Don't beat around the bush, and don't patronise. Just say "It appears you've just...." "I think you need to do ... instead" etc. If it's someone you're worried about "I think you'll probably be better off doing it this way"

  11. Thanks to synaesthesia from:

    witch (11th June 2014)

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    Galway's Avatar
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    I could tell you, but id be breaking so many forum rules.

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    Quote Originally Posted by Galway View Post
    I could tell you, but id be breaking so many forum rules.
    OP did specify polite @Galway!

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    ID 10T error!

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    witch's Avatar
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    I agree with those who say not to mollycoddle - you don't shout "IT WAS YOUR OWN FAULT" but you make it clear that it wasn't an issue with the computer - as @synaesthesia says

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    If you are working with the user, guide them through step by step but make them do it. Most folks will learn better if you walk them through it vs you click click done.
    If you need to write it in the notes for SLT use words like training, professional development, or improve user process.

    Cheers,

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    Put it this way, if you went in and taught their class, and opinions aside, probably worse than they do... how would they approach you with that?

    In a very real personal experience, it was blatant, verging on rude, very much making me feel stupid yet still within the rules.

    Turn it around

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