The computer industry can no longer afford the luxury of technical myopia. IT professionals need to learn how to locate answers on the Web. Support vendors have to stop relying solely on pat answers in their own infobase and learn how to search for answers. It’s time to apply 21st-century solutions to 21st-century problems.
I’m hoping I can get some people I work with convinced of this. They are hesitant to adopt Free Software because the perception is that there is no support. In fact, the support is better than almost any support found commercially. You just have to know how to find it.
Why are people scared of looking for support? Fundamentally, I think people want to have things given to them. They will work in their domain, but they have a restricted sense of what their domain is — they don’t feel comfortable with finding answers on Google because they have learned to lean too much on the knowledge of their support vendor.