In this week’s meeting, software developer Brett Terpstra expresses his struggle handling support e-mails for a bevy of different applications, the types of users that drain his resources, why documentation isn't ever a catch-all solution, and how viewing a product as an extension of your identity causes problems in saying no to people that require support.
In the process, we discuss people's fears in upgrading their OS, incorrectly attributing the cause of fast/slow system speed based purely on perceptions, why most will blame issues on the last thing they remember changing, the pros and cons of "stupidifying" computing, and the difference between getting kudos from industry peers versus mainstream users.
It concludes with Brett completing step eleven by making a concerted effort in figuring out ways to further reduce user friction in his applications so "noob" customer support issues can be kept to a minimum.
