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At least communicate. Users aren't stupid but they approach the web with fear most of the time, so anything out of the ordinary is a sign of a problem they don't understand nor know how to restore and most of the time .. they think they caused the issue.

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> they think they caused the issue.

Which is the underlying cause of the universal “I didn’t do anything” disclaimer before they even start explaining the issue. And the aggressivity if that tension is not defused before replaying their actions to get the context.

Solving issues requires way more social skills than people assume.

there should be a "if you made a mistake, it means the company did something wrong" message on computers

Yes, it's really a disservice to have "Please contact your administrator for assistance" messages, putting the user in a "you should get some help" position that rubs a lot of people the wrong way.

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