Local Tech Support - Like It Or Not
If you’re reading this, you are most likely your family’s and friends local tech support. It’s our job to serve and protect our local community’s technical needs. See Alan Shimel’s StillSecure post from 9/24 for a great example (http://www.stillsecureafteralltheseyears.com/ashimmy/2006/09/what_is_the_ave.html).
I see the same thing. (“Ask Ron for help. He works with computers.”) I graduated from Michigan State with a degree in Computer Science. My uncle would ask me questions about his PC. I’d tell him, “Just because I have a degree in computers doesn’t mean I know anything about them.” It’s like if you work for a large organization (> 1000 employees) and someone asks if you know someone there. (“Oh, you work for Microsoft. Do you know Bill Gates?”) For more on this, see the Beyond the Summit post, “No, I can’t fix your computer.” (http://beyond-summit.blogspot.com/2006/09/no-i-cant-fix-your-computer.html).
Here are the problems:
1. People assume that others know a lot more than they really do.
2. Personal Computers running Windows allow anonymous modifications from remote locations. This makes them unique from any other consumer item in history.
I’ve never taken a course in psychology, so I can’t help with problem #1. The ironic thing is that my wife teaches psych at a local college. One day I’ll take a class with her. Then I can brag to the other students that I slept with the professor.
For problem #2, think about this: Home computers have a unique feature that hasn’t been seen before in history; they can be modified remotely and anonymously without permission of the owner.* This didn’t happen in the early days of cars or TVs. People didn’t have to worry about ads being thrown on or in their cars without their permission. Or their cars being dinked with by someone in China that caused their car to only drive to porn theaters and do so at a slow pace sending their every move back to that guy in China. TV is a little more similar to Windows PCs in that it has occasionally nefarious content and commercials. However, they’re limited in time and scope and the commercials didn’t try to take over the TV limiting it to one porn channel. Computers running Windows are special and not in a good way.
This problem requires both a short-term & long-term solution.
To solve this long-term we need to FORCE MICROSOFT TO FIX THE PROBLEM! New versions of Windows should not allow anyone but the owner to modify their PC. AND The owner should not need an MCSE certification to run the damn thing. Hopefully this is the case with Vista. (Any Micro$oft people out there wanna chime in on that?)
The short term solution is a lot harder. Collectively, we (meaning computer guys & gals) need to (A) suck it up and continue to be our local family and friends tech support. Consider it a great learning opportunity. (B) Help our customers (i.e., family & friends) protect themselves and their computers on-line. Both Microsoft & AOL have free tools out there to prevent and detect malicious logic. See the list on the Resources page (http://www.securitycatalyst.com/consumer-protect/) and provide comment if you have any changes or additions. This may include setting up non-administrator accounts on their Windows PC. They should use this account for Internet browsing and only use the admin account when modifying their PC. (C) Educate our customers on the dangers of the Internet. Use the resources to teach them what to do and what not to do on the Internet. This is especially important for kids.
These problems won’t be around forever. The computer user-base is getting more educated every day. Microsoft is trying to fix these problems. The future is brighter; it’s just the present that occasionally sucks.
Finally:
By working together & helping each other, we all become stronger.
*I know, I know. This is not really problem with Macs.
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