Tech Support: By Users, For Users
I’ve had a website since 1997, and a domain name since 2000. But I haven’t seen any reason to start up a blog all the time. Why now?
For a very esoteric reason, actually. Companies usually offer dreadful tech support of their products. Between the call-around, rude CSRs, and unclear billing practices, it’s much easier for the tech-savvy just to search the web for solutions. Between my personal and office machines, I’ve got four desktops, one Tablet PC, two random boxes, five virtualized machines, and a smartphone. Mac OS X (BSD), Linux, Windows Mobile, and up to four version of Windows NT (5.1, 5.2, 6.0, and 6.1 — that’s XP, 2003, Vista, and 2008).
I run into edge conditions and conflicts all the time. Happily, I can usually pick the search terms right and find the solution within the top 10 search hits. But sometimes, it takes a whole runaround: maybe the author used different terms, or the terms are ambiguous and clutter up the search results with unrelated problems. Sometimes, I strike out on searching and end up investigating personally.
As long as I’ve already wasted the time, I might as well describe it and save someone else the time. Even if I end up finding a solution on someone else’s blog or forum posting, adding another link could boost that page’s rank, and adding my own phrasing might cause a like-minded person to stumble on my post.
I could just add pages to my web site, but a blog reduces the activation energy. Of course, anything is fair game now that I’ve got it set up…