"2: Users who hover around asking questions while you're
troubleshooting -- and worse, making suggestions
"As much as I like to share my knowledge and educate users, I
don't want to do so while I'm struggling to figure out exactly why
Ethel can't print. This is particularly irritating when dealing
with an apparently insoluble problem, as the user's probing
questions, which I can't answer, are a reminder of my
"3: Users who deny having done anything that may have caused the
"This is the "What? World of Warcraft is installed on my
computer? I have absolutely no idea how that could've happened"
phenomenon. In one instance, a summer intern from the local
university MBA program called the help desk to complain that he
couldn't access the network. A quick survey of his computer
revealed that it no longer contained any files beginning with the
letter n. The intern vehemently denied having deleted any files
whatsoever but eventually confessed that he didn't have anything to
do so he thought he'd delete all the files he didn't recognize. Why
he started with the letter n remains a mystery."
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