Internet Usage Tutorial

How would YOU explain it?

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#1 BenignDesign  Icon User is offline

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Internet Usage Tutorial

Posted 17 February 2009 - 07:26 AM

I have a client - a very nice, extremely funny, successful older gentleman - who has never used the internet before. His grown son told him he needed a website. As a result, he found my company and we built his site. Now the problem lies in explaining to him how to view it.

He's using Internet Explorer (and save your "Tell him to switch to Firefox" comments - this man is gonna need a tutorial no matter what browser he's using).

Now bear in mind this guy's office is several hours away, so jumping in the car and popping over for a quick point-at-his-screen in-person training session isn't an option for the solo office code monkey.

But we are going on two weeks here of him being unable to see the finished product that he paid so much to get. I have tried explaining things to him over the phone, with no luck. I've sent him printouts of my IE screen with notes and arrows to guide him. Again, no luck. I have emailed him recorded tutorials and written instructions, but nothing has worked. He is still unable to access his website. (His son taught him how to use email, so he's good in that department).

He seemed horribly offended when - while on the phone - I asked him the obvious question, "Are you sure you're online?" And he swears his browser has neither a place for the URL or a "File, Edit, View, Favorites, Tools, Help" menu. Ultimately, I am at my wit's end. How else can I try to explain this to him? Does anyone have suggestions for anything I haven't tried?

Many, many thanks!

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Replies To: Internet Usage Tutorial

#2 Nykc  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 07:33 AM

Tell him to bend down and press the circular button on his PC - slide chair back and calmly walk away from the machine. he is not ready for such technology.

Edit - seriously, I am not trying to be funny here since this isn't the lounge - I am just stating this because I have been there before. Hell I am right now with my many, many bosses. They know there jobs, they don't know shit about the internet.

I even have a boss that knows enough to get in serious trouble.

This post has been edited by Nykc: 17 February 2009 - 07:37 AM

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#3 richiebee  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 08:15 AM

save the site on to dvd as a walk through as a user ("capture it" to video file) and send via post..
but he probly can't use the dvd player either...lol
if he can't access it or someone he knows thats his prob surely..
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#4 gregwhitworth  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 09:05 AM

Have you considered a remote in option - such as vnc or go to my pc. This may require a trip on your part - but any time he has an issue you can remote into the computer and aid him - WHILE HE SEES what you are doing.

Unfortunately - beyond this you have to settle with what Nykc said.

--

Greg

P.S. Is he paying you for your time during this?
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#5 BenignDesign  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 09:44 AM

He's going through my company, not me as a freelancer.... so I get paid my standard salary regardless of time invested. Whether or not the company is charging him extra..... well, I haven't a clue.
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#6 baavgai  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 09:46 AM

Walking someone through using a browser is the pits. It pretty much says at some point they are going to ask you which one is the "any key".

Ask what he uses to search the interwebs with, google or such. If he does this, have him search for his own site. Many people don't bother with URLs and just plug the thing into google. If he can't get as far as any given web page, you may have a problem.
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#7 IrishCereal  Icon User is offline

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Re: Internet Usage Tutorial

Posted 17 February 2009 - 10:16 AM

I'd have to agree with what greg said. Use a remote access client. That way he can see what you're doing. You can even be talking on the phone explaining what you're doing.
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#8 BenignDesign  Icon User is offline

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Re: Internet Usage Tutorial

Posted 18 February 2009 - 08:43 AM

Boss suggested sending a tech out to the client's site to show him how to view his website. Two hours before the meeting of the minds, the client called the office, the call went like this:

"I'm a damned idiot! I've been putting this address thingy in the search box and getting nothing. Turns out when I put it in the big bar on top like I'm supposed to, it comes up nice and pretty. Cancel that fella who was gonna come out here. I don't need him!"
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#9 fuzzylunkinz  Icon User is offline

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Re: Internet Usage Tutorial

Posted 18 February 2009 - 05:04 PM

At least he's honest :).
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#10 DoubleFission  Icon User is offline

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Re: Internet Usage Tutorial

Posted 18 February 2009 - 11:08 PM

I deal with these kinds of people all the time (They're known as my extended family).

My suggestion: NEVER USE JARGON!!!! in fact, don't use fancy words either...

Opening IE: That blue 'e' with the oval going round it.
URL bar: That big long bar at the top next to the words "Address:" with the Green arrow at the side.

etc.

Assume they know nothing, because most of the time they don't

edited for Typo(s)

This post has been edited by DoubleFission: 18 February 2009 - 11:09 PM

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#11 no2pencil  Icon User is offline

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Re: Internet Usage Tutorial

Posted 20 February 2009 - 02:03 PM

Make the whatever hour drive, & install remote desktop.

Then you can walk him through whatever he likes. Heck, send the intern to install the remote desktop & that way you can assure that it's running properly before he leaves. :D :^:
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#12 BigAnt  Icon User is offline

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Re: Internet Usage Tutorial

Posted 20 February 2009 - 02:21 PM

Tell him to open the start menu and hit run (or press windows key + r) and type: iexplore website where website is the websites url, then it will automatically load if connected to the internet. This way nothing has to be done with address bars or anything.
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#13 CrazySpai  Icon User is offline

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Re: Internet Usage Tutorial

Posted 20 February 2009 - 04:23 PM

Big Ant, that will work. Click Start.. "where?" then run "this box popped up what now?" type iexplore then your website "ok I typed"iexplore then your website" but it gives me errors"

Sorry but phail.
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#14 BigAnt  Icon User is offline

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Re: Internet Usage Tutorial

Posted 21 February 2009 - 10:27 AM

Just tell them exactly what to type in, letter by letter.
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#15 jjsaw5  Icon User is offline

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Re: Internet Usage Tutorial

Posted 23 February 2009 - 06:10 AM

what about sending him a clickable url in an e-mail since he can use that?
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