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Horde for Idiots

Discussion in 'General Discussion' started by joako, Oct 15, 2007.

  1. joako

    joako Well-Known Member

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    Ok I have a problem. I have this one lady on a cPanel system I admin. She is a total idiot "My password is AB1234 1234 are the last 4 of my social" she told me once... and AB are her initials. GO figure. I also see she reads all her Phishing mails and never deletes them.

    Anyways she complains that she can't open attachments. The way this works is she works for two companies. The large company has their own domain and they also provide the computers, so we just cant install outlook or create a new outlook profile for her otherwise that would have been done ages ago. And the small company I manage their servers and they run fine -- nothing to manage just email for approx 10 people maybe twice a year I have to look into a real problem for them. But she complains every month that she can't open attachments.

    So 1 think I notice is when I try to look at attachments there is a link and a download icon. When I click the link for a word or excel document an error pops up about some program missing XVhtml or something similar... its installed. Is there any way to disable these "previews" I think she's having problems with those and also the information bar that might show up since its going to be a pop up window.

    1) Where does cPanel store horde config
    2) Is it safe to change the options or do they get over-written?
    3) There's some cool advanced options, like shared folders. Are those compatiable with cpanel?
    4) Is there any way to make the webmail login just the username, instead of username@domain?

    Any help would be appreciated. These monthly shenanigans are getting annoying. Basically she calls her manager which emails me and I email her back "shes an idiot ... PEBKAC get her a computer" class and back and forth just about the same thing every month or so. Everyone agrees this lady has no idea on how to use a computer.
     
  2. sarhosting

    sarhosting Well-Known Member

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    How have you replicated the problem

    Did you try squirellmail?

    Is her browser blockin pop-ups?

    What about putting the normal settings into outlookor another mail client, you could remote in and do this for her.

    At the end of the day - you need to replicate the problem? - People arn't as savy as they think they are, generally thick to us the trained expert, guide her through - go through it with her on the phone - make sure she understands.
     
  3. joako

    joako Well-Known Member

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    Yes I told here to try it and months later she complained "last time the server was
    changed from hoarde to squirrel mail, no one told me about it & I spent
    more than a week not being able to get in."

    No idea. Corp managed WinXP so I assume its MSIE7 or WinXP SP2 all of which have a pop up blocker

    No I can't. Like I said in the original post the machine is on another company's domain and we can't mess with their computers. She also travels alot I dunno if she has a laptop or not and honestly don't care.

    Never been able to reproduce it but I see 100 places where she could be messing up -- that's why I'm trying to dumb it down if I can disable all the pop ups and "previews" all she will get is a "Safe file as" prompt and she's probably competent enough to use that.

    They were using horde long before cPanel was in the picture. What happened is the old server was a P4 machine, web server and router in their medical office. Yes public internet server and router for a medical network. So of course I suggested they get rid of it. They used to use horde before but when they would go to their webmail it would be the horde login screen. Enter your username and thats it. No login, click horde, click login again like cpanel makes you do. So at least she does understand the basic concepts of horde and email.

    I didnt mention in my original post. But is there any way to default to horde? Ie" User goes to www.domain.com/webamail and after they enter their webmail login it takes then straight to horde?
     
    #3 joako, Oct 15, 2007
    Last edited by a moderator: Oct 15, 2007
  4. cPanelDavidG

    cPanelDavidG Technical Product Specialist

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    That functionality is not available at this time.
     
  5. rexrjacob

    rexrjacob Member

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    If you need the clients to view only the horde when they login to www.domain.com/webamail

    login to WHM >> Server Configuration >> Tweak Settings >> Mail

    uncheck the feild corresponding to 'SquirrelMail Webmail'

    Please note that, this will not login directly to horde. Your clients will be able to see only the Horde menu in the page where it displayed SquirrelMail and Horde.
     
  6. graham_w

    graham_w Well-Known Member

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  7. Bailey

    Bailey Well-Known Member

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    I would suggest making complete, step-by-step instructions written in plain English, with pictures, and then printing them up and mailing them to her.

    Emphasis here is plain English: use regular words, no tech words. Regular-people words ONLY.

    The other emphasis is PICTURES. Take a screenshot of EVERYTHING important that she will see, and EVERYTHING she will have to click on.

    This way she will be able to tell when something comes up on her PC that does not come up in your "official" directions -- so she will know if it is something peculiar to mention to you.

    She also will have no question about what to click, and when to click it.

    Anytime she asks for help, insist on a screenshot. If she does not know how to take and attach a screenshot, TEACH HER. Once again, write up step-by-step instructions in PLAIN ENGLISH and INCLUDE PICTURES.

    I don't see where this lady is an "idiot." Sounds to me like she's been given tools without instructions, and her teacher is ineffective. ;)


    :D Bailey
     
  8. norelidd

    norelidd Well-Known Member

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  9. SageBrian

    SageBrian Well-Known Member

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    Never underestimate the ability of an idiot to fend off any attempt at learning.

    For some, you can draw cartoons and make videos of exactly how to do something, and walk them thru it several times. And they can still 'forget'.

    It doesn't necessarily mean they are a total idiot. Just where it comes to the few skills needed for the thing they don't get.

    Here's one dope I ran into last week:
    http://www.sevensages.com/Personal-Blog/Deleted-folder-is-NOT-a-storage-folder.html

    Brian
     
  10. Bailey

    Bailey Well-Known Member

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    What's the name of your company again? -- I just want to make sure I and my clients aren't in the unfortunate position of doing business with you.

    Silly me, expecting old-fashioned traits like good customer service and respect for others. :rolleyes:

    So point her to the directions you drew up, again. And again. And again. Nicely. Be encouraging and supportive.

    Never underestimate how lack of self-confidence and a perceived lack of knowledge can undermine a person's willingness to try something -- even something easy. When you don't feel confident and you think you don't know what you're doing, it can scare a person senseless. That's nothing to be judgmental about...


    :D Bailey
     
    #10 Bailey, Oct 18, 2007
    Last edited: Oct 18, 2007
  11. sarhosting

    sarhosting Well-Known Member

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    This woudl sound like the classic case of "It's not my problem" personal id take a vist to her office, show her how to use it then let her do it and if she does something wrong, pick her up and help
     
  12. dwykofka

    dwykofka Well-Known Member

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    I dunno, when you start referring to your clients as idiots maybe it is time to hang it up...

    Just a thought.
     
  13. SageBrian

    SageBrian Well-Known Member

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    :)
    I agree with the encouraging and supportive. So, don't take my comments as saying "they are all idiots, and let them stay that way". Proper training and walk-thru processes are extremely important, and in the long run reduce support calls.

    However, there comes a point where those persons need to give up. Or pay for continual training.
    Bailey, when you point out 'again, and again, and again', at what point do you give up? And, are you charging for these special instructions, and these repeated instruction?
    Would you continue to charge them, again and again? At what point do we accept failure? When the money runs out? When your offer of free training exceeds 100 hours?


    We should not assume that everyone can do everything. The "you can do whatever you set your mind to" is a myth. No amount of specialized training it going to make me a professional Golfer, Tennis, or Football player (American or International football).

    And for some, no amount of expensive training will give them the skills needed to do even 'simple' things on the computer. There should come a point where the 'trainer', whether paid or free, looks objectively at the 'alleged idiot' and explains that maybe they should not be an artist, an athlete, a painter, an accountant, a doctor, or in the case of computers, attempt to use email.

    Also note that the term idiot is not horrible, as witnessed by the best-selling Books for Dummies and Idiots. Much like 'geeks' can be used as good or bad, or just descriptive.

    So, I apologize if it looked like some geek that thinks idiots are just there for getting me my milk and cookies.
     
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