Today the Charles M. Schulz Museum posted on FaceBook one of my favorite Peanuts cartoons from May 30, 1967 showing Linus patting birds on the head. And suddenly I realized that sometimes providing technical support can be like patting birds on the head.
Consider the end user who, at the age of 50 and with no training whatsoever, is suddenly placed in front of a modern computer for the first time. (Yes, there still are people like that…) Employees around them ignore them, grudgingly put up with them or offer help only when push really comes to shove.
Then the computer novice discovers you. You are their friend, pal and buddy. Just when they think something they did is going to bring the entire Internet down on their shoulders (and they will be blamed for it all), you are the friendly, helpful tech who gets them back into business and assures them that the sky is not going to fall. They are grateful to you.
Enter Lucy and her friends. They are other users who, never having asked for help, may have felt neglected because they did not get their heads patted/egos stroked for the day. (But would never admit to it.) Behind the scenes, they pity, criticize or belittle the novices in the group who asked for help. There may be other users who are expected by their peers to know how to solve all manner of technical issues. They are actually a bit less sophisticated than the word about them suggests. So they put off asking for help until sometime very late in the day when everyone else in the place has left the workplace….and you, the bird-patting expert, are exhausted from all the bird-patting you did during the day.
This is when you, expected to be the tireless tech support, muster all your ego-stroking and bird-patting skills. And you quietly pat yet another bird on the head.
Footnote: There are those of us in tech services who like to receive an occasional word of appreciation, too.