We all use software and systems we didn't create, and we all find ourselves in the position of having to report software bugs and seek support. Surprisingly, support staff and software engineers are human beings, too, and human beings have moods and feelings just like everybody else. They probably spend a good portion of their work day dealing with such things, and they can easily have any number of negative reactions: frustration, impatience, or condescension.
This is rude, clearly, but we still need their help to get back to what we were doing. Filing good bug reports and doing your part as a good user can help ensure that you get the most helpful response. Here's how.Read More