Logos: the power of the word in IT support

Too many people focus on the "technical" part of "technical support." This means that we have support staff who are highly trained in software, hardware, specs and certs, who can give highly detailed descriptions of problems and resolutions, both in writing and in person. What gets lost, however, is the focus on the communication itself, and how their words and phrases are perceived by the end-users themselves. This paper/presentation will focus on the importance of "soft skills," namely how phrasing, intonation, levity (or lack thereof), and simple choice of words can make the difference when announcing interruptions, documenting changes, and generally supporting customers. This paper and presentation will be useful to people directly interacting with end-users, either in technical support, documentation, or training.