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People mostly come to me when they got infected by some malware.
Also they want advice on what security set up to use
The most frustrating issues are the ones involving system stability or performance where the security software may or may not be involved but becomes suspect. If I'm not on site or in front of a working system, this can turn into a blind and sometimes unsuccessful helpdesk situation. Then there's the situation where the system owner has, for whatever reason, removed the security software and has wound up with an infected system.
In most cases the issues are a matter of program configuration and management, ranging from firewall rule setting to making sure automatic update and a scan schedule are turned on. Often a judgement of the user's computer competence and interest is needed to determine how far to go into the datails and settings of the software - i.e., custom vs. default.
-- Jim
How it works isn't the first problem to overcome. Why it's necessary is usually first. "I was told that this computer came with everything I need!" After the first infection/crash the need for security and backup is MUCH easier to explain. They know what happened and you have the product to prevent it from happening again. I have yet to experience going through an identity theft situation so I'm not sure how I'll address that - I'm hoping that I can stay one step ahead of the problem.
Currently most of my questions are coming from senior citizen users. They are catching on and catching up quickly. Most of them aren't as interested in how it works, rather "does it work adequately?" and "is there a better solution?" If they are using a Norton product that's current and they keep up to date I feel comfortable telling them that there shouldn't be any problems.
I can always tell when I'm getting too technical - that glazed look and the lack of questions is a dead giveaway :)
I seem to have to explain that updates to the definition files are needed on a regular basis to meet emerging threats. Not everyone is ready to accept that security software is not ‘complete’ as it comes the box but needs to have the ‘missing’ new definitions added with scheduled updates