Perhaps you are a poor candidate for a smart phone…

One of my colleagues received a call recently from a user who had just purchased a new Droid.

The user wanted to have their phone configured to check e-mail against their Exchange server.

No problem, says my colleague. The customer’s Exchange server is already configured to support ActiveSync and to allow access from non managed devices. He sends the client a pre-written set of configuration instructions and asks that they call back if they have any difficulty.

A little while later I received the call back. The customer was unhappy, they couldn’t get e-mail, and the instructions were woefully inadequate. Now, I’ve seen the instructions, and there isn’t much to them. Following the steps should be pretty easy. So I ask what appears to be the difficulty.

After a few abortive attempts, I discover the “missing step” in the process is that the user had never used any data app on the phone. When he tried to set up his corporate e-mail, the first dialog was from his carrier asking him to agree to the terms of the data plan. Since this was not included in the instructions, he canceled to make it go away, and ended up right back where he started. Wash, rinse, repeat.

I explain the issue, confirm it it all right to click “OK”, and the user is able to set up their phone. Just one more example of “you can’t assume anything as being so obvious as to not need explanation”…

1 thought on “Perhaps you are a poor candidate for a smart phone…

  1. I have seen and participated in numerous examples of phone envy and adoption where appearance seems more important than function. I am remembering the Pocket PC. “I still have to learn how to use it” is too common and many of the features that “sold” the device are never utilized (Blackberry). I anticipate the next generation smart phone may become a “NEED” so thank goodness there are folks like you that can help turn on the light for the rest of us.

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