After my grandfather passed away in 2006, my grandmother — who had very little computer knowledge — needed to learn for the first time how to send email, browse the Web and save the photos that friends and relatives regularly sent her way.
As the “tech guy” in the family, she naturally leaned on me for training. But she taught me something important, too, as I helped her find her way. Her experiences in trying to master Windows XP and a DSL modem and a finicky inkjet printer helped me understand that the best coaching comes not just in answering the present question, but in framing it such that it also covers the next, unasked, question. Continue reading