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Over the many years I've been helping assist people with their computer questions I've found that having the answer isn't always a matter of experience but more about having the skills to find it.
Clearly no one person can know everything, even on a given single subject, especially in the technology world because it's moves too rapidly. So, in this post I'd like to talk about how to find the answer in a way that doesn't involve reaching for the telephone or hollering over the cube wall and asking someone else.
Here is how I arrive at the answers I often present to the questions I get asked.
1. The first and fastest response is relying on wetware (memory). This means my experience and whether or not I've encountered the problem before. Memory recall is typically the easiest and quickest way to answer the question.
2. The second thing I do, if it doesn't come directly to mind, is explore the application. Taking a few minutes to really scrutinize the screen and examine the menus and options can often reveal the answer.
3. If one and two fail to provide the answer relatively quickly, it's time to tap into the amazing answer vault of the web. Understanding the search tools of your favorite search site are not nearly as important as simply understanding what words to enter into the search box.
My personal favorite first stop for looking over the great and wonderful web is Google, but these tips are general enough for any search engine.
First it's important to recognize that search engines are not smart or intuitive. They're trying to be, but they are not. You are still at the mercy of knowing the right key words. Here are some tips and examples of what to enter into a search box.
GENERAL HELP
Let's say I want to find out more about how to create a repeating appointment in my Outlook email program,
Main topic word: Outlook
Main topic detail: 2007
Feature name: Calendar
Feature detail: Appointment
Feature detail: Recurrence
IMPORTANT: Use the language of the application. If you go into Outlook for example and look at calendar items you will see the language written for you such as "Recurrence". Try to avoid making up your own language. Remember these tools are NOT yet smart enough to know what you mean; only what you tell them.
So in this case your search box contains, "Outlook 2007 Calendar Appointment Recurrence" without the quotes shown here.
Also, the more feature detail you provide the slimmer your list of results, so you can back off on details if you want a broader list of results to browse.
SPECIFIC PROBLEM RESOLUTION
If you're trying to find out about a problem that you're having with your computer or a certain application on your computer, pay close attention to any error messages you are getting. Those error messages are often the key words you need to find the fix or resolution. And if the message is long or specific, use the entire text in quotes (or at least the first sentence). That is what the vendor uses it in their support pages.
E.g. Error message: "The function cannot be performed because the message has been changed"
Even in this example I would use the main topic info in my search as shown in the first search above. So a search for this issue might be, outlook 2007 "the function cannot be performed because the message has been changed" including the quotes this time as shown.
A note on reviewing your results:
Look for answers that come from recognizable sources, particularly those from the vendor that might indicate a hit form their support arena.
If you find yourself on a forum (as often happens) where it turns out others are asking the same question, scan quickly down the page toward the bottom where someone has indicated a clear and firm answer. Forums are hit and miss, but they are more frequently becoming a mainstay in the Q&A arena.
WHAT ABOUT THE HELP MENU AND BOOKS?
I'd like to wrap by talking a little bit about why I have not addressed using the Help menu or a handy reference book.
For many years I've taught students to go into the help menu and for many years I've found that students still do not use it. Why is that? The reason is "vocabulary".
What I mean is, without a solid vocabulary of that particular application you will find over and over again that the search is useless. You could go to the index or table of content and scan it hoping to stumble over the answer but for efficiency sake, stop doing that!
These built-in help tools are getting better but they just don't include the broad range of resources a web based search provides. So, you're better off starting with the bigger bucket of answers.
As far as reference books go, they are not searchable, so you're back to scanning the table of contents or the index or flipping through the pages hoping to spot a picture of your problem!
Now, I thought about providing links to various resources that talk about web searching, but I think rather I'd like to leave you with your explorer cap firmly placed and the encouragement to seek those answers on your own favorite search engine!
Share with me what you've learned about finding things on the web and your favorite search tools and strategies!
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