'Geek Speak' Confuses Net Users

jonney02 writes "BBC News is running the following story 'The average home computer user is bamboozled by technology jargon which is used to warn people about the most serious security threats online.' "

Comments

I cant say I blame them

[MrRTFM]

The sad thing is that most computer users dont give a shit. They have been trained out of it.

They are hit with so many fucking dialog boxes and 'warnings' that they aren't sure of , that in the end they just ignore ALL of them.
The average user just wants to get the job over and done with, and they couldn't care less if it the tool they use needs patches or virus checks or god knows what else.
"Why is it so hard" they always cry.

All we can do is keep educating, and hope that they listen.

Re:I cant say I blame them

[Nos.]

I wouldn't necessarily agree. Trying to train someone who doesn't want to learn.... well lets just say they're not going to learn anything.

Instead, alerts and so forth that the general public would see should stop using those terms. Instead of saying there's a new phishing scam going around about $somebank, the article should be about counterfit emails trying to get people to give out their account information. Then give very simple and straightforward adivce on avoiding the issue, for example explaining that they should not click the link in the email if they wish to visit their bank, instead they should type in www.$somebank.com

Same thing for viruses/trojans. Instead of arguing about if the latest outlook exploit should be called a worm/trojan/virus/etc. make alerts simple and clear. For general alerts, stick to one term, probably virus (most computer users are probably at least somewhat familiar with this one). The alerts should be simple, and probably skip, or at least not highlight the name. The general public isn't going to care that variant G of MyDumbExploit is now in the wild. Instead, the alert should be simple, and inform users to make sure they are running anti-virus software and to make sure it is up to date.

Now of course some of us are going to want more details and such, and the alerts should contain links to more detailed information. However, the general public will get confused if too much detail is given.

To put this in perspecitve, I don't know much about cars. I got a recall notice not that long ago on my car that told me something could happen with the transmission under certain conditions. I don't care if its actually a bolt that was tightened a little too much, or a bad gasket, just tell me the conditions to avoid and where I can book an appointment to get it fixed.

Re:I cant say I blame them

[Golias]

If someone was driving a car and didn't know what "check oil" meant they would be idiots, correct?

Then why is it so different with technology? Why do we not expect them to know these things?

Because your car doesn't say something like:

"Engine Lubricant pressure levels are below reccomended levels. Do you wish to continue with operation?
| Yes | No | Cancel |"

In an effort to hand-hold the newbies, OS developers (particularilly a very popular group of them from the state of Washington) have, time and time again, actually made things more difficult than they need to be.

Re:I cant say I blame them

[Twylite]

1. Many drivers are expected to demonstrate basic comprehension of the car interface as part of acquiring their driving license. There is no equivalent license requirement for Internet access because the Internet is not an inherently deadly technology.

2. Car interfaces have remained consistent over time. The top-of-the-line 2005 Mercedes and a cheap Japanese import from 1980 use the same basic approach to control the car and notify drivers about its status.

3. Despite that, many people have no idea what any car status information means. If they see a light on the dash that isn't usually there, they take the car to an auto garage.

4. Computers don't have such a simplistic model of status reporting as cars do, nor can they determine if there is a problem (as you can with many engine faults), not can a user be expected to contact an expert every time on account of the frequency of incidents.

Yes, users need to learn to use the technology and respond correctly. This is done by making the interface simple and consistent, and educating users.

Expecting users to understand the differences between a virus, a trojan, a keylogger, spyware, phishing, 419 scams, spam, junk mail, and a crash bug in Internet Explorer is not only ridiculous, but pointless. If you can detect the problem (the computer is behaving differently to normal) you can either fix it by hitting the "Download Updates and Check My System" button, or you call in an expert.

Re:I cant say I blame them

[DavesWorld334]

No, users are just really goddamn stupid. I (very unfortunately) currently work in tech support. The same people call like clockwork with the same problems all the time.

They never listen to anything offered that would educate them and prevent a repeat of their reoccurring issues. Simple rules designed to educate are always ignored. Basic warnings and instructions, reminder emails, popup boxes, it doesn't matter if the user won't do his part.

Really though, the reason techs and support folks feel users deserve every ill they bring upon themselves is simple. Users love to explain how some problem they're having is the fault of the tech or of tech support. One user in fifty, maybe, will actually admit the problem is related to their inexperience, ignorance, ineptiude, or inattention.

News Flash: if something's wrong with your computer and you're an end-user, it's usually your fault. You have ignored a rule, a warning, a message box, an email, or a memo. You have forgotten that passwords expire every month (yes, this month too; same as last month, and the month before that also), or that passwords do not magically update across all your applications just because you changed one of them.

We can fix it so that it'll stay fixed, but not if you continue to insist anything that happens with it isn't your fault. You have to take charge. If you don't change your car's oil, the engine is toast. If you don't learn the simplest of basics of computer operation, so is your productivity. It is no one's fault but yours.

Techs know users don't know about computers. This doesn't bother 95%+ of techs. What does bother us is users who don't listen, who don't learn, who don't read, and who don't take responsibility. If you ask a question, LISTEN to the answer. Take and write notes that you refer to. Why do you think Techs write stuff down; we're not smarter or better, we just use the advantages of evolution and technology to help us make things happen correctly. Please join us.

And above all, thank your technicians and tech-support folks. Everyone has time to scream about how pissed they are because they've again created their own problem (but, of course, is always the fault of the tech), but one in one million has the goddamned time to send an email or make a phone call that says "hey, the help I received was great and now I'm all good, thanks."

You can sum this entire post up thusly: Users Suck.

Re:I cant say I blame them

[amokk]

You don't get it.

Users are starting to do the bare minimum that tech support tells them to do in order to fix their problem and ignoring everything else. The reason for this is that in a large portion of cases, the tech support doesn't give some of them the benefit of the doubt.

Let me explain:

I've been installing networks and maintaining small networks for years. Not enterprise level networks mind you, but simply the ones found in home offices, small businesses, etc. I know a thing or 10,000 about network configuration. One day, I can't get an IP address from my ISP. I first check my hardware to see if there are any problems. Satisfied that there aren't, I call up the ISP and report the problem. Now, my modem is hooked up to a linksys router and the router is reporting that it cannot get an address. I explain this to the tech and they say "routers aren't supported." So I play along and say I'll call back after I unplug my router. I call back a little while later and say that I can't get an IP address. "What OS are you using" they ask. "OSX" I respond. "We only support windows." "Yes, but this isn't the fault of the OS I'm using." "We only support windows sir."

At this point I get pissed.
I tell them that I'll boot up my windows machine and try again. Note that I don't actually boot up my windows machine; I only pretend to on the phone cause I'm getting frustrated as hell. After a requisite amount of time passes, I say that the machine is ready and doesn't have an address. They walk me through a series of steps that I pretend to do, still, no address. Clearly this is their fault.

At this point they say that I have a virus. I say, no, I don't. We argue back and forth for a moment and say that I must have some spyware installed. Again, more arguing.

The story is getting off topic, but the main point is this: Most tech support nowadays has a rudimentary grasp of computers but relies on the screen they are reading off of to actually do anything.

When the tech suggested that I reinstall my network card drivers, do a virus scan, and enable windows firewall I didn't listen. It's not the fault of my computers.

Of course, later in the day I get an e-mail from the ISP apologizing for the unexpected downtime.

Now, a large percentage of users are starting to realize this. Consequently, you're suggestions are getting ignored. Sometimes with good reason, sometimes without.

Use a dictionary.

[garcia]

"If internet users can't understand the language used to describe these risks, they are going to find it hard to protect themselves from being ripped off."

So I am reading a book and I come across a word I don't know. What do I do? I take note of it (if I can determine what the sentence is trying to convey without knowing the word) and I go and look it up later.

So, you're on the net and you're reading an article about computer security. You come across a word you don't know. What do you do? Google for it (define: foo) or dictionary.com or whatever.

Come on. If people aren't willing to expend even the most minimal amount of effort to learn their world around them I have no sympathy for them when they get 0wn3d by the v1r11!!!!!!!!!@!

Surprise Surprise

[bloodredsun]

This study comes from AOL UK which just happens to be pushing a big advertising campaign in the UK about how "safe" AOL is, what a surprise.

Re:I have to..

[Intron]

So rewrite in English. It doesn't have to be "dumbed down", just not use jargon.

Geek warning: Recent reports to US-CERT indicate that the W32/MyDoom variants propagate and communicate on TCP ports 1639, 1640, and 6667. The variants discovered on November 8th and 9th of 2004 may attempt to exploit an IFRAME vulnerability in Microsoft Internet Explorer, described in VU#842160.

Non-geek warning: Watch out for computer viruses coming in email. They may look innocent with subjects like: Hi!, Confirmation, funny photos, etc. but they will contain a link that you must not click when using the Windows browser. If your computer is infected with this virus, you will need to visit this web site [link to Symantec or somewhere].

Re:I have to..

[MadMorf]

If we dumb it down to "There's an ickky virus going around which sill hurt your PC!" then it's no use to us geeks with a clue. Just leave the real explination and put "Install this to fix the problem" at the bottom of the page for the idiots.

Actually the "Install this to fix the problem" should be at the top of the page or you'll lose them as they scan through the Geek explaination.

s/computer/car/

[Cytlid]

I'm not a "car" person. I can't stand them and don't understand them. Unfortunately everyone uses them and I'm forced to use one everyday, even at work! They're stupid devices which just annoy me. All this techno mumbo jumbo. "Steering Wheel" and "accelerator pedal" and "right-of-way". It's all just a mess. And it's only for Nascar fans anyhow.
Why must I do the "speed limit"? What's a "turn signal"? And worse of all, my "gas meter" is on E! What's that mean? Noone told me I'd have to take it to someplace and get it "filled up" ... and the prices of gasoline! WOW! Also, I don't understand "oil changes"? I thought it came ready for me to go, I don't want to take it every 3 months or 3,000 miles. That's ridiculous!

I don't know any average computer users

[GMFTatsujin]

My wife's got a PhD in Political Science and can rattle off names and theories of power that make my head spin. I wouldn't call her average.

I work with doctors who a routinely called upon to diagnose and treat some of the more complex biological systems on the planet (read: humans). I wouldn't call them average.

I teach honors students who are literate, thoughtful, articulate, and and curious to learn. I wouldn't call them average.

Yet somehow, each of these kinds of people, highly developed in their own baliwick, is supposed to be "average" when it comes to their intimate knowledge of how a computer works?

They spent their time mastering their own domains. I may be able to repair a corrupted installation of the OS on a surgeon's workstation, but I wouldn't trust myself to perform open-heart surgery. Why expect it to work the other way around?

Computer expertise is a specialty field, not a life skill (whatever we may think of that situation). We're talking about a deeper understanding of how a computer works: one that goes beyond "turn it on and double-click the picture on the screen." Computers are complex systems of inter-relating processes which all must be understood if any are to be used with maximum efficiency.

Also, I don't know where the transmission on my car is, and I'm only about 10% sure I know how the distributor works. Does that make me a bad driver, or just a lousy mechanic?

Why Not...

[eno2001]

...write the warnings in plain, honest English:

Subject: New computer virus is attacking all home computers that run Windows and that have internet access.

Q. Are you affected?
A. You may be affected if your system is a Windows system purchased after 8/1/2000 and you haven't done any Microsoft recommended maintenance on it.

Q. What can happen if I get infected?
A. This virus will allow the programmer who wrote the virus to open all confidential information stored on your computer's hard drive. This includes personal e-mail, all history of web sites that you've visited (yes, even THOSE websites), any personal documents you may have created (word processor, spread sheet, database, photos, etc...). It also turns your computer into a "zombie" that is used to send junk e-mail (spam).

Q. What happens if I ignore this problem?
A. The people responsible for creating this virus may gain the ability to delete or destroy all of your confidential data. If your system is being used as a "zombie" to send junk e-mail, your internet sevice may cut you off until the problem is resolved.

Q. How do I know if I am infected?
A. Consider paying a professional to check your system for you. If you are infected, the cost of bringing your system back to a secure and usable condition may be very high. After that expense, consider it the cost of learning that it's cheaper to prevent the problem to begin with by maintaining your system. You get oil changes for your car, right? You cleanse your toilet bowl, correct? same thing... Maintina your computer either by learning how to do it, or paying someone to do it for you.

Computers are not simple machines. This problem is here for a good long while until the approach shfts.