IT support reconnects unwired Brits
30/07/08
Home technology support is becoming more supportive as Geek Squad rolls out stress management expertise to help Brits who are losing control (and their tempers!) in the face of technology issues.
Geek Squad has brought in stress management experts Stromberg Consulting to introduce calming techniques at its Preston centre, in an effort to help de-stress callers.
Following a 60% rise in stress-induced calls to Geek Squad’s free helpline since January, the company commissioned research into the probable causes. It uncovered a nation on the verge of meltdown with a computer glitch six times more likely to tip us over the edge than a ticket-issuing traffic warden.
According to the research, technology-induced frustration is manifesting itself in a physical way with nearly three quarters admitting to having thrown a gadget in a fit of rage. More than two thirds (67%) lose their temper at their computer and three quarters have sworn at it – one in ten admitting to doing so several times a day.
Geek Squad’s study identified modern technology can have the effect of ‘dumbing up’ the user - making them feel they, rather than the device, is at fault. Of the 2000 people surveyed, 81% wish technology was easier to understand and more than half (52%) found connecting devices more confusing than mortgages.
Anna Barras, of Stromberg Consulting, commented, “Stress arises from the user’s struggle to control the device. By not working, it is controlling them; preventing them from doing what they want which can make them feel stupid and ineffective. This feeling isn’t removed by simply fixing the problem, they know it may return. What they really desire is the knowledge to prevent it happening again.”
Russ Beswick, training manager at Geek Squad, commented, “In the age of plug & play, we’re finding that people are more likely to plug & panic - feeling helpless and angry when they encounter a problem they struggle to fix. Our Agents cannot administer a hot, soothing cup of tea, however we can bring people back down from boiling point using simple calming techniques and empowering them with knowledge for any future crisis.”
Those most in need of support were classified as:
Have-a-Go Heroes (males, 16-25): believe they can fix a problem, despite their limited knowledge. This group is also the least likely to read a user guide, contrary to their claims to have done so.
RAM-Ragers (women 36-45): the group most likely to “lose-it”, who crack if they lose their internet connection when either watching or purchasing something on-line.
Turn-it-off Tonies (males and females, 26-35): their standard response is to turn a device off and then turn on again to rectify a problem.
Terminally Confuseds (females, 46 years and over): those most stressed as a result of having to set up a PC or connect peripherals (like a printer or camera).
Other research findings:
1 in 5 traditional Brits turn to tea to cope with a technological meltdown
Over a third of people (36%) resort to turning their gadget off in a bid to fix a problem
One in five men believe that nothing will help them stay calm in the face of a technological meltdown
Six times more people admit their PC crashing is more likely to make them lose the rag than traffic wardens
Ten times more Brits feel angry when they lose their internet connection during an important task than when their team loses an important match
Over half of parents said their children had to show them how to use their PC
