Managing Communications Between Varying Levels of Expertise
Nothing is more frustrating to a technical person than having to explain a technical concept or problem in layman's terms—especially during an emergency. Nor is it easy for an advanced technical engineer to listen to a neophyte try to explain a problem in technical terms. In the support arena, communication between people of varying levels of technical expertise is inevitable. Unless these communication difficulties are resolved, they can have an adverse effect on the efficiency of your support group and its relationships with customers.
Using Technical Communication Tools
Unless properly trained, help desk employees should not be expected to fully comprehend the code-like mutterings ...
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