Reader Malc Seaman's novel suggestion for dealing with those pesky user problems has sparked a reader to contribute another useful suggestion. Seaman finds that most IT problems disappear when he stands next to the user and asks them to replicate the problem - a solution which he informs us is reliant on an invisible button.
Another helpful reader, Ian Wells, also relies on an invisible force. "I used to work as first-line support for IT in a council and, rather than stand on the button, I used to kneel at the side of the desk, primarily to get a better view of the monitor. This also works to cure most of the problem and was described as 'praying to icons'," he says.