Technical Support Patterns

This is further complicated by human nature sometimes the problem is in the user's perception of how this software is supposed to work. Most software systems do not provide an adequate conceptual model for the user to understand their inner functionality, so the customers using the software make their own assumptions about such models. Blame is another factor that further complicates problem resolution – we are quite used to people attributing human mistakes to “computer errors”. The opposite also occurs – when people encounter a problem in using software they may engage in self-blaming (“I really don’t understand computers, I must have done something wrong”). [2][3].