Are users stupid? (was Pyramid service)

[Mark P. Diamond]

> 
> Bad assumption.  Not all users are stupid, but some really are - I seem
> to remember a bug report at Sun for which the fix was "you know that
> black thing coming out of the back of your machine?  Try plugging it
> into the socket on the wall."  If you have to design a system for people
> who can't even figure out that they have to plug a system into the wall,
> you'll go nuts - I've seen few if any appliances for which the design or
> the documentation goes *that* far.
> 

I'm sorry I have to disagree.  If someone has all the information
at hand, and knows as much about the system as you do, and fails to make
the same connections that you do, well then yes, some might call that
stupid.  All of us have run into people who we believed were stupid. 

But those are poor assumptions to make.  Using your example, if this is 
my first time using a computer, how do I know that the power comes from
the outlet, and not say the bridge lines, cabling or other wires?
Obvious?  My telephone doesn't have an AC plug.  I should know better
if I am using a computer?  Should "technical literacy tests" be
administered so that only those who we deem good enough be allowed
to use a computer? 

What I am really arguing against is the arrogance of engineers who can't
design real systems for real people to use, and the arrogance of service
people who believe their time too precious to waste on "stupid" people.  
Maybe, just maybe the system you designed Mr. Engineer isn't as easy to use 
or install or fix or whatever as you think.  Don't pass the buck onto me 
for being stupid.  Or worse, if I the user haven't mentally put all the pieces 
together, if I'm having a bad day and my boss is pushing me to get this system 
online and I run into what I think is a problem, and I call you Mr.
Field Sevice Person, don't treat me like an idiot.  Help me solve
our problem.

Mark <>

-- 
Mark P. Diamond			      
{amdahl, cpsc6a, mtxinu, sun, hoptoad}!rtech!markd markd at rtech.com
Mark P. Diamond    {sequent,mtxinu,sun,hoptoad}!rtech!markd markd at rtech.com 
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