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TAG: Support

The Rise Of The Heavy-Handed Provider

heavy-handed-1Imagine you find yourself suddenly without access to the email you depend on every day. You’re not sure exactly why the access has been denied, but even worse – there are no phone numbers to call a person for help. When you finally do send the message, you’re given few details on what appears to have been a compromise. Your faceless and monolithic email provider eventually returns access and you carry on, shaken over the experience. Over the last few years, I’ve seen an interesting and troubling rise of this phenomenon. Companies – especially those providing infrastructure – are acting more distant and heavy-handed.

IT Consulting: The Hollywood Complex

Hollwood-ComplexI warn you, this post has nothing to do with movies or hollywood per se. This post is about the users you support as a consultant and an interesting complex that starts occurring over time. This complex happens when the user, needing help, thinks he or she has something of unique and glorious significance (although it’s likely not anything more than a mundane issue). This interesting complex, one that I call the hollywood complex, can really skew the way we support clients – and even make solving issues more difficult.

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