© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2024
M. HalseyThe IT Support Handbookhttps://doi.org/10.1007/979-8-8688-0385-7_3

3. Understanding Your Users: How Much Do They Know?

Mike Halsey1  
(1)
Charente, France
 

It’s commonly said that a computer that’s left in the box and never used will never have anything go wrong with it. While this is a conceit, it’s said to emphasize the point that computers only develop problems because human beings are using them. It is extremely difficult for a fault to develop with a computer without a human being involved at some stage.

It’s worth noting, as an aside, that the term “bug” was coined by Dr Grace Murray Hopper, an Admiral in the US Navy when, back in 1947, a moth ...

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