Professionals are often in direct contact with product-users to provide assistance and support for a product. If you have a problem with the body-product, you see a doctor. If you have a problem with your computer-product, you see an IT person. If you have a problem with your sink-product, you see a plumber.
However, we all lack an understanding of what information the doctor, IT person, or plumber needs to fix the problem, so we err on the side of the caution and provide every contextual detail imaginable.
I want to share a strategy for achieving your ideal outcome in these situations. All you need to provide is:
A problem statement,
Things you’ve tried to fix it and,
Pertinent details and supporting documentation.
Your goal is to communicate the trigger, problem, and intended outcome in as few words as possible and allow the professional to ask questions.
How to Communicate a Problem
Your lead-in will be a problem statement, which is brief, specific, and generally concerned with the what of a problem. It should include a trigger1 and when applicable, it should include the intended outcome.
For example, a well-crafted problem statement may look something like this:
The [what]screen[/what] on my 2013 Macbook Air [intended outcome]doesn’t come on[/intended outcome] [trigger]when I open the laptop[/trigger].
I [what]sweat profusely[/what] from my armpits shortly [trigger]after having a large cup of dark coffee[/trigger].
This [what]sink[/what] backs up with sludge [trigger]when I run the washer[/trigger].
This is followed by a short list of action you took to fix it. You do not need to go into much detail here. A list of steps taken may look like this:
I tried to close it and re-open it many times and plugged in the charger.
I tried reducing the intake and switching to tea and it stopped, but these are not long term solutions for me.
I have tried to use low settings, but it still pumps up sludge.
Finally, provide any pertintent details such as pictures or error messages. For example:
Here’s a picture of the screen, I spilled water on it 1 week ago.
It started about 6 weeks ago when I started a new job, I am 35 male, weighing something, with no history of illness.
It is worse after it rains and smells rancid. It’s the sink I’m pointing to, see it?
Here are our examples in full.
The screen on 2013 Macbook Air doesn’t come on when I open the laptop. I tried to close it and re-open it many times and plugged in the charger. Here’s a picture of the screen, I spilled water on it 1 week ago.
I sweat profusely from my armpits shortly after having a large cup of dark coffee. I tried reducing the intake and switching to tea and it stopped, but these are not long term solutions for me. It started about 6 weeks ago when I started a new job, I am 35 male, weighing something, with no history of illness.
This sink backs up with sludge when I run the washer. I have tried to use low settings, but it still pumps up sludge. It is worse after it rains and smells rancid. It’s the sink I’m pointing to, see it?
Communication Pitfalls
Avoid using a conversational tone and providing extraneous details. Pretend the person you’re talking to is the foremost expert in her field. She’s world-renowned for fixing millions of basic computer problems and deduces the solution within your first 8 words.
In fact, remove yourself from the equation altogether. The world’s leading plumber is standing in front of a problematic drain - what information can you provide them that is useful? Since your knowledge of plumbing can be summarized as “water goes that way”, you can only provide information that is presently unavailable. The house was built 20 years ago, my grandmother had this type of cancer, I spilled water on it.
Providing them with more information is akin to a lawyer leading the witness. Just state the facts and let them fix the thing.
You can read more about this topic via my post on Medium. For more information, please visit dave-bour.com.
AKA the ‘when’ for all of you high school newpaper editors (what/where/when/why/how).