"Most user interfaces are terrible. When people make mistakes it's usually the fault of the interface. You've forgotten how many ways you've adapted to bad interfaces." "Whenever they start to blame themselves, respond by blaming the computer. Then keep on blaming the computer, no matter how many times it takes, in a calm, authoritative tone of voice. If you need to show off, show off your ability to criticize bad design. When they get nailed by a false assumption about the computer's behavior, tell them their assumption was reasonable. Tell *yourself* that it was reasonable."
I can use this information to respond to the questions people have more efficiently without them being discontent with the technology.
Information from http://polaris.gseis.ucla.edu/pagre/how-to-help.html
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