{"id":8890,"date":"2024-11-06T14:10:56","date_gmt":"2024-11-06T14:10:56","guid":{"rendered":"https:\/\/www.markwilson.co.uk\/blog\/?p=8890"},"modified":"2024-11-18T14:54:25","modified_gmt":"2024-11-18T14:54:25","slug":"the-enshittification-of-technical-support-information","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2024\/11\/the-enshittification-of-technical-support-information.htm","title":{"rendered":"The enshittification of technical support information"},"content":{"rendered":"\n

I apologise to anyone inadvertently offended with the title of this post, but if the BBC\u2019s Technology Editor can use the word \u201censhittification\u201d as an example of retrograde progress<\/a>, then so will I. It was also the American Dialect Society\u2019s \u201cDigital Word of the Year\u201d in 2023<\/a>, so that seems fair. <\/p>\n\n\n\n

You see, I\u2019m writing this on my phone, as I wait for my PC to be rebuilt onto a new corporate setup (and as the US Election results come in, which have not lightened my mood).<\/p>\n\n\n\n

One of the issues I had whilst preparing to wipe all my data was a OneNote export process which said:<\/p>\n\n\n\n

\n

\u201cOneNote cannot pack these sections because some sections have not yet been fully synced and could not be downloaded. These pages will not be saved. Continue anyway? Yes | No”<\/p>\n<\/blockquote>\n\n\n\n

Great. It\u2019s probably some embedded media that no longer exists\u2026 but that message is not very helpful for identifying a problem. There are hundreds of pages of notes across about a hundred sections. Which pages won’t be saved?<\/p>\n\n\n\n

Still it could be worse. There\u2019s plenty of cutesy messages these days that say something along the lines of:<\/p>\n\n\n\n

\n

\u201cOops, something went wrong\u201d.<\/p>\n<\/blockquote>\n\n\n\n

Nice. What went wrong? Can you give me a clue please so I might be able to find a resolution to the issue?<\/p>\n\n\n\n

A brief history of technical support resources<\/h2>\n\n\n\n

When I started working in IT, we didn\u2019t have the World Wide Web. Admittedly, we didn\u2019t have as much information at our fingertips either but IT support often required a subscription to a database of knowledge articles. These were created by the software vendor and were reliable. At ICL we had something called PC-PARIS (PARIS was the support knowledge base). Microsoft had TechNet subscriptions with support information and updated software. Both of these were distributed to subscribers in CD-ROM format. This was a time when a typical Internet connection ran at around 33Kbps.<\/p>\n\n\n\n

Errors had codes. We could look up what they meant and identify the cause. Not now. What does \u201c[your application] ran into a problem and had to stop\u201d mean?<\/p>\n\n\n\n

As the web took off, so did blogs. People like me posted answers to problems we found. Then big websites started SEOing their way to the top and user-submitted content was the way forwards. Some of that content was good. Some of it less so. And we\u2019ve all seen that geek on an online forum who doesn\u2019t answer the question but instead provides a terse comment as to why the thing being asked is totally wrong because why would anyone do it that way anyway?<\/p>\n\n\n\n

AI FTW?<\/h2>\n\n\n\n

Now we have AI answering the questions. Google or Bing will insert an AI-generated response at the top of the search results and, sometimes it\u2019s helpful. But it\u2019s an LLM – it literally makes stuff up based on probability. Some of that stuff is just wrong.<\/p>\n\n\n\n

I may just be a grumpy old man, but I really just want detailed problem reports, accurate analysis, and reliable search results. Because not all progress is good progress.<\/p>\n\n\n\n

Featured image from\u00a0Pixabay<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

I apologise to anyone inadvertently offended with the title of this post, but if the BBC\u2019s Technology Editor can use the word \u201censhittification\u201d as an example of retrograde progress, then so will I. It was also the American Dialect Society\u2019s \u201cDigital Word of the Year\u201d in 2023, so that seems fair. You see, I\u2019m writing … Continue reading The enshittification of technical support information<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":8891,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218,38],"tags":[562],"class_list":["post-8890","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology","category-inane-waffle","tag-it-support"],"yoast_head":"\nThe enshittification of technical support information - markwilson.it<\/title>\n<meta name=\"description\" content=\"The ramblings of a grumpy old man, who's had enough of error messages that don't help solve the problem\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2024\/11\/the-enshittification-of-technical-support-information.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The enshittification of technical support information - 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What I didn't write about though was the problems that a simple repair to OneDrive for Business (acting on advice to\u00a0resolve some sync issues on my client) caused for me... The OneDrive for Business repair operation works as follows: Disconnects all libraries\u2026","rel":"","context":"In "Technology"","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6661,"url":"https:\/\/www.markwilson.co.uk\/blog\/2016\/11\/keeping-date-developments-microsoft-world.htm","url_meta":{"origin":8890,"position":1},"title":"Keeping up to date with developments in the Microsoft world","author":"Mark Wilson","date":"Monday 14 November 2016","format":false,"excerpt":"One of my customers asked me today how I keep up to date with developments in the Microsoft world. 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The downsides of the app economy","author":"Mark Wilson","date":"Saturday 12 July 2025","format":false,"excerpt":"A simple plan goes sideways I should have just phoned the local taxi company. But no. I listened to my son \u2014 who, to be fair, meant well \u2014 and took a modern, app-based approach. \u201cUse Bolt,\u201d he said. \u201cIt\u2019s just like Uber. 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