You can bring a horse to water, but you can’t hold it’s head underwater until the bubbles stop. I feel this post deep in my soul. I don’t even do tech support, I do insurance enrollment in an HR office.
I give explicit written instructions on how to fill out the forms, and get reply emails asking how to fill out the forms. The second email then includes step by step pictures with the written instructions. I will get another reply email again asking how the forms get filled out. My final response is a phone call to ask if they need work accommodations for low vision or blindness. If they don’t need those accommodations, I make them find my emails and read them back to me over the phone.
You can bring a horse to water, but you can’t hold it’s head underwater until the bubbles stop. I feel this post deep in my soul. I don’t even do tech support, I do insurance enrollment in an HR office.
I give explicit written instructions on how to fill out the forms, and get reply emails asking how to fill out the forms. The second email then includes step by step pictures with the written instructions. I will get another reply email again asking how the forms get filled out. My final response is a phone call to ask if they need work accommodations for low vision or blindness. If they don’t need those accommodations, I make them find my emails and read them back to me over the phone.