Approachability matters

In my view, the most important personal attribute for anyone working in tech support—including web designers who interact directly with clients—is approachability.

I can’t stress this belief enough. I remember what it felt like to ask for help, only to feel small, stupid, or even useless because someone more knowledgeable talked down to me or couldn’t spare a moment to guide me, even briefly. I also remember the frustration of having urgent questions but feeling too intimidated to ask. People already face enough barriers when it comes to technology—personal fears, lack of experience, and limited knowledge—without tech support adding to them.

One of my personal goals is to be an incredibly approachable web designer. I strive to keep in mind what it’s like to be the one seeking help.

A friendly, helpful response—even if it’s just a quick pointer to a useful resource—can make a big difference.