If Tech Support is Broken, What is the Solution?

Lance Ulanoff, over at PC Magazine, claims that tech support is broken. And he is most assuredly correct on that. What's the solution, then? I've been thinking about that a bit and here's one idea.

Public libraries are the natural venue for tech support problems to get fixed. Libraries care about people's access to information, right? How about if we tack on an extra $1 to the cost of every new computer -- and then fund libraries to stay open some extra hours in the evening (or on the weekend) so that people can bring their computers to be attended to?

People would hardly notice an extra $1 on the price of their new computer -- and the funds could definitely take a big slice out of tech support burdens faced by companies and families alike.

Some of the people showing up to help might be volunteers. Some might be "Computer Masters" -- compensated computer experts.

We might call this "neighborly computer help," as there would be no guarantees that all tech issues would be attended to -- but at least we'd have an environment where at 2/3 of the tech issues would have a chance of being resolved. and if everyone can see how troubleshooting works, interested persons could show up just to watch and learn.

Yes, this wouldn't work well for older folks who are not able to carry their computer with them. for those people, i'd recommend that they buy a laptop, mac mini or other small form factor computer.

This very kind of thing is already happening with volunteers in a couple of places around the country. One place that has this working well is Nonprofit Technology Resources, in Philadelphia, which calls their service:
"Bring a Computer, Ask a Question."

A friend and I shot video of this service last year. I've posted it on Google Video.

What I loved seeing at this place is how everyone in the community improves their troubleshooting skills at these sessions. It was truly a beautiful sight, whether you're a geek or not a geek.

So which Federal agency would administer such a fund (as described above?) The United States Department of Technology. You've never heard of it? Neither have I. It's a governmental department that is way overdue in being formed. This department would attend to many technology related matters, including the training of court judges who are well-versed in technology and a myriad of other tech-related issues that need attention to today, not tomorrow.

Phil Shapiro

The blogger has been working to bridge the digital divide for 20 years in the Washington DC-area. He loves Macs, adores Linux and likes Windows. Reader responses welcome in the comments below or at philshapiroblogger@gmail.com

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