Helping somebody at a distance without taking over
Guide a friend or relative through a problem by phone without doing it for them.
When somebody is stuck, the fastest fix is to take the device and press the buttons yourself. It is also the fix that teaches nothing.
Helping at a distance removes that temptation. You cannot grab the phone over a call, so you have to describe. Describing is what makes the lesson stick.
Ask them to say out loud what they see at the top of the screen. That tells you where they are far better than guessing. Then give one instruction at a time and wait.
Some phones and computers let you view somebody else screen with their permission. That is useful for looking, less useful for learning. Use it to see, then talk them through the press.
Key points
- Ask what is on the screen before you give any instruction.
- One step at a time, then wait quietly.
- Viewing a screen is fine with permission. Taking control rarely helps.
- Never accept somebody else password, even to be kind.
- Good help means they can do it alone next time.
What to remember
- Permission first, looking second, pressing never.
- The first question in any remote help is always what is on your screen right now.
- You can help with anything without ever holding somebody else password.
Try this
Call one person you usually help in person and talk them through one small task entirely by voice, without touching their device.
Practice: Helping somebody at a distance without taking over. Your first lesson is free, with no account or card; the rest are part of a Lantern plan. Interactive lessons require JavaScript.