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Informing the User
The last steps in troubleshooting a problem are to explain to the user what you did and why, and to complete other administrative tasks.
backup techniques and organizational techniques that might be useful in the future.The basic idea is to give your users information that improves their computing experience. Taking time to teach users how to avoid future issues adds value and improves their experience.
Problem ScenarioInform User
Informing the user of what you did, why you did it, and how to avoid the issue in the future is just as important as solving the technical source of the problem.Here's an example. A user says he has forgotten his password for his computer. You boot the computer from the Mac OS X Install DVD and change the password for him.He's happy to have his computer back, but soon he contacts you again to say that he can't mount any of the servers he used to use. He says that he hasn't had to log in to them in a while and now he's being asked for a keychain password. When he enters his new user password, it's not correct.
