The phone call all Millennials dread

I got the phone call all Millennials dread.

📞“Hi it’s Dad, I’ve got a tech question for you.”

Thankfully, Dad’s issue was fairly simple and I knew the solution. But it’s a reminder about how we explain new concepts to non-experts.

📞“I want to download the photos off my phone and onto my computer. I plugged the phone in and my computer can see it’s there but it says ‘this folder is empty.’”

Step 1: Validate their experience and progress so far. Meet them where they’re at.

💡“Cool, so your computer is recognising the phone but it’s not accessing the files. It’s a good sign that it knows the phone is plugged in. Can you see anything on the phone itself?”

Step 2: Explain the steps clearly. Use language they can understand.

💡“Unplug your phone and plug it back in. Does anything pop up on the phone?

Great, click on that.

Is there an option that says something like ‘data transfer’?”

Step 3: Listen for feedback and check they’re following (if not, repeat and rephrase).

📞“Yes - oh I see, it says ‘charging only’ at the moment”

💡“Perfect, so choose the one that says data transfer. Does anything happen on the computer?”

📞“Aha, now my computer is showing the folders. That’s great, that was easy!”

Step 4: Empower them with knowledge, if they’re ready for it.

💡“When you first plug your phone in, it assumes you just want to charge and not share all the files. It's protecting the data on your phone. You have to give it permission to see all the files before your computer can access it. It will choose just to charge by default if you don’t pick another option.”

He comes away with his problem solved, more equipped to help himself next time.

A lot of writing about technical subjects relies on an ability to simplify language and break concepts into relatable pieces.

But before you get there, you have to start with empathy. Understand what your audience needs to know, not just what you want to tell them. Understand what knowledge they have already and what problem they’re trying to solve. Figure out whether they’re in the right mindset to learn, or if they just need a quick fix.

Then you can offer a solution that works - and cements you as a trusted expert and advisor.

Even if sometimes you'd rather they call your sister 😉