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A Note To The Expert "Helpers" Or... If You Love Them, Don't Change Their Macintosh!
Over the years, I've seen many entry-level and first-time users become confused when using their Macintosh. The reason?... Their family! (The information below also applies to well-meaning neighbors and friends.)
Defining "Beginners" and "Experts" Before I continue, I guess I should explain my idea of an "expert"... An "expert" is someone who knows one or more ways to work around a problem in order to solve it, and already knows how to accomplish various tasks. A "beginner", on the other hand, is someone who cannot understand the context of the current action until they have experienced it repeatedly. As a result, every action or task encountered becomes yet another "first-time" experience.
Here's a typical scenario... A retired couple buys their first computer -- a new Macintosh. Or... A son or daughter, who have been using Macs for years, gives their parents their older Macintosh and buys a new one for themselves. So far, this is all just fine. The child lives out of town or is attending an out-of-state university. Occasionally, they come home and when they do, trouble starts. Because the son or daughter is a lot more of an expert than their parents, they make some computer-use decisions on the parents' behalf. "I've been using this program for years and it's the best on the market. I think you should use it also." Or... "Since I'm not going to be around for a while, I'll only be able to help you through email -- but only if you have the same software I have." Now, this is very good reasoning but you've missed two important points: Your parents, although not experts, have already become a little familiar with the software that was previously on the Macintosh. Since they're beginners, they really need "consistency", "routine" and "simplicity". Making ANY changes to the way they use the computer will definitely confuse most beginners. Although you may be a computer expert or may simply favor one program over another, telling a beginner (your parents in this case) to learn something such as Microsoft Word, Microsoft Excel or even Adobe PageMaker is similar to telling your parents you've sold your car and have been flying jet planes for everyday trips to work and for groceries and they should do the same! Yes, these programs are very high-powered and will perform nearly any task you can imagine BUT, keep in mind that YOU didn't learn these programs overnight and your parents may NEVER learn them! Why?...Beginners (casual users) and almost all of the retired Macintosh users I've known over the years, simply want to use email and occasionally type letters or make greeting cards. They'll never use functions like kerning, leading, drop caps or many of the hundreds of other options in these programs! Sometimes, you'll also want to protect parents from potential computer problems. To this end, you'll install things like Conflict Catcher, RAM Doubler, Speed Doubler, Norton Utilities, a screen saver, a macro program, some "shareware", etc. I know you want your parents to have the best and to experience nothing but smooth, no-problem computer time but THEY are not YOU! Adding this type of "over-seeing", "hand-holding" software will only CAUSE problems: First of all... Most all monitors manufactured after 1990 are made to resist "burn-in" and don't need a screen saver. If you or your parents still want a screen saver, that's fine. Just be sure to explain the pros and cons to them:
The other "watchful" utilities, mentioned above, WILL keep an eye on their computer or give them quick and easy access to various features. HOWEVER, these items, although designed to "enhance", CAN "degrade" the performance of the Macintosh AND confuse the user. If something goes wrong with the computer, your parents (whether you're helping them over the phone or not) will have even more "features" to dig through in order to find and fix the problem. Let's say you install one or more of the above items and your parent's Macintosh develops a problem. They phone someone for help -- you, Apple tech support, a friend, etc. Sometimes troubleshooting requires that the computer be reduced to its lowest, core settings. Perhaps the "helper" has your parents change the Extensions Manager settings so only the core Operating System and Internet capabilities are active. Everything now works fine but the "special" items you installed are disabled. Now your parents are lost because they were used to seeing and using those features.
Think of THEM! As an "expert", when you say to yourself, "I'll put Microsoft Word on my parents' Macintosh," think about what it was like when you FIRST started using this software, rather than of yourself and the level at which you NOW operate. Try to understand what your PARENTS will think when THEY see any new software for the first time. Nowadays you use the computer regularly -- you're VERY familiar with everything you do with it. Your parents will probably only be "casual" users. Even if you were to explain EVERYTHING you know about the Macintosh (and they actually understood it all), they will only use certain features for a short time each day or each week, and they will quickly forget most of the things you've taught them. This is why it's very important, in the beginning, for you to "simplify" their Macintosh as much as possible and just "teach them how to teach themselves". If they learn things on their own they can make the connection that "A" affects "B". They will not only remember it -- they will be able to build on it! Wouldn't it be better for everyone if you made things as simple as possible for your parents by only teaching them the programs that come with the computer, such as AppleWorks. The AppleWorks program has simpler versions of all the features other programs provide and is much easier to learn.
After YOU Leave, They Call ME Once you've made all your changes to their Macintosh, what happens next? Most of the time, they contact me or someone who lives in their area who knows how to restore the software in a Macintosh. They hire me to come over and put everything back the way it was before you arrived! "My son came home for the weekend and we love him dearly but now we can't use the computer. It worked just fine before and now we can't find anything and we can't even get into our email. Can you come over and straighten this out? We just want it where we can use it again." Although these situations help keep my business profitable, they cause your parents to become frustrated because their Macintosh loses its "familiarity".
Help Them To Help Themselves If you REALLY want to help your parents, help them understand the basics of the Macintosh. Once most people notice and learn about the fundamental features and the overall consistency of the Macintosh, they are more confident when using the computer and sometimes they even branch out to find ways to do more -- games, track stocks, buy a scanner, send email "attachments", learn how to play music, buy a graphics tablet, etc.
Here are a few suggestions for helping your parents:
Speaking Of The Internet... Another item I constantly run into is Internet access. Most of you tell your parents to sign up with the same ISP (Internet Service Provider) as you have. "I've tried several over the years and this one is the best." Is it? Maybe it is but are you thinking of THEM?...Is it easy for THEM use? In my experience, America Online (AOL) is the easiest. If AOL is not a local call for your parents, they will have to use an ISP. (America Online is not an "ISP". It is an "Online Service" -- there is a difference.) With a single piece of software, AOL offers additional features besides email and Internet, with easy access to all. Their email and Internet features are the easiest to use -- my customers tell me the same thing. If you're saying to yourself... "He's crazy!", then think about the fact that the alternative ISPs require multiple software pieces and extra steps to access those same features... and let's not even talk about troubleshooting the ISP software! (Of course, Apple has made things much easier with Mac OS X and their included Mail application.)
No matter which Provider is chosen, keep these points in mind:
The Bottom Line When it comes making decisions which affect your parent's use of their Macintosh, be sure to think as a BEGINNER -- put yourself in their mindset. Be aware that because they are beginners, your parents will view you as an expert whose word is law. Try to limit your advice to basic software and the programs which come with the computer. Keep things simplified because if you don't, they may decide the Mac is too difficult to use and will miss the opportunity to have fun with it. I've been training, troubleshooting and consulting Macintosh folks since 1985. (Apple ][ folks since 1982.) Most of my clients are beginners and this article comes directly from those experiences. I've seen the above scenarios more often than I care to remember. I simply want you and your parents to have a "good" experience with the Macintosh. We both know the Macintosh can do wondrous things and can even help to "empower" your parents to do even more than you thought they would. So please, don't bog them down. |
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