Mellenial/GenZ Users...?

[larkja]

Is not that they just don't understand it, they actually are ignorant. I have users that insist on using IE 11. The web apps require chrome or Firefox 53 or higher. Some think creating a shortcut on the desktop is the job of IT person!

I also used to be in IT and end-user support. I look at it a different way. Sure, many people are ignorant, but the computer is merely a tool for them just like a car is a tool to get to work. When your car is not working, do you diagnose yourself or take it to the mechanic. Like your OP, the mechanic could just as easily believe you to be ignorant of the mechanical device that transports you back and forth to work every day.

In corporate, each person has a role to play. How about you spend the day with a corporate accountant/CPA or HR manager? They are experts in their field. Would they consider you ignorant because you don't understand P&Ls, Balance Sheets, itemized deductions, etc, or would they be patient with you because that's not your area of expertise?

When I was in IT, the running joke when we got a call was, "Is the unit plugged in?" Sad but true. I was everybody's favorite because I treated everybody with respect, didn't speak "techie" to non techs, and didn't make them feel like idiots. And I moved up the ladder pretty quickly because of it.

[the86d]

I also used to be in IT and end-user support. I look at it a different way. Sure, many people are ignorant, but the computer is merely a tool for them just like a car is a tool to get to work. When your car is not working, do you diagnose yourself or take it to the mechanic. Like your OP, the mechanic could just as easily believe you to be ignorant of the mechanical device that transports you back and forth to work every day.

In corporate, each person has a role to play. How about you spend the day with a corporate accountant/CPA or HR manager? They are experts in their field. Would they consider you ignorant because you don't understand P&Ls, Balance Sheets, itemized deductions, etc, or would they be patient with you because that's not your area of expertise?

When I was in IT, the running joke when we got a call was, "Is the unit plugged in?" Sad but true. I was everybody's favorite because I treated everybody with respect, didn't speak "techie" to non techs, and didn't make them feel like idiots. And I moved up the ladder pretty quickly because of it.

I know what make, and model of the car I drive... as I use it every day.
I know the name of the place that employs me, as I work there.
People that used Money, or Quickbooks know what application they open, as they use(d) it every day.

Saying "I need Microsoft 2016", or "I was using Microsoft 2010..." is different than a lender that actually knows the software they use (i.e. calyx).
THEY know...

People that say they were "using Google" when asked "what browser?" are the ones that couldn't care less... usually about their job, as it is "just a job", it seems... and they only do from A to B, while hard chargers know more.

I had a user say they were having a problem finding people in the "GAL", and THAT shows SOME users care enough to learn (via classes, or XP w/usage?), at least more than those in their department...
User has no IT background...

The utter lack of even trying to learn, or use terms describing even close to what the issue is, if one can't give a description of the issue it is an issue.
Equiv. of "Printer not working correctly". Well thanks for being as vague as possible.