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I work for a computer consulting company and I deal in my spare time with incoming phone calls from people that are clueless about computers. It’s difficult because, it can be difficult explaining particular things over the phone, when it’s much easier to do it in person. Thank goodness for remote support programs that are available. Typically, we start off doing this, so it gets done faster and easier, not only for us but for the customer. Using task analysis and storyboards would be much easier if we could somehow figure out how to do it for each customer since each problem is different. It’s nice to get feedback from customers and getting user interaction helps. We try to provide a series of questions in a survey but only if the customer accepts the survey as it can take time.