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This support pilot fish divides users into two groups. "There are those who can help me diagnose a problem, and those who lead me down a rat hole if I believe anything they say," says fish.
"I frequently ask test questions to gauge the type of user they are."
Case in point: a newly hired marketing writer who calls fish to ask about her home PC. She's not supposed to do that, but fish figures he'll try to help with a little triage anyway.
User: "I got a wireless mouse, and now the monitor won't work when I start up my computer."
Fish: "Are the cables plugged firmly into the computer and monitor?"
User: "Yes."
Fish: "Are the power cords plugged into a multiple outlet strip?"