Get in touchDitch the family tech support stress and transform those "help, my internet's broken!" calls into meaningful moments with these AI-powered strategies for teaching (and keeping your cool with) the less tech-savvy loved ones in your life.
After years of ranting on social media about being the family's IT support person, I've decided to take action. In 2025, I'll be studying and experimenting with solutions to this common challenge.
In this article, I explore why tech support for family members can be so frustrating, share some AI-powered solutions, and invite YOU to share your experiences helping older or less tech-savvy relatives.
Most people get frustrated helping older relatives with technology. They might struggle to keep up with changes, hesitate to ask for help, or reach out at inconvenient times.
They often use outdated devices that are difficult to troubleshoot, or they purchase new ones that are incompatible with their existing setup and come with confusing instructions.
But remember – these are the same people who patiently taught us life skills, from riding bikes to swimming. They drove us to activities and supported our growth. Time with them is precious. Do we want these moments to be defined by tension and frustration?
I think we need to shift our perspective. Instead of rushing to fix the problem, why not view these interactions as opportunities for connection and knowledge sharing?
"Why not view these interactions as opportunities for connection and knowledge sharing?"
These prompts have transformed my approach to family tech support:
"I’m helping a less tech-savvy relative troubleshoot their [PRODUCT MODEL NUMBER]. The issue is: [DESCRIPTION OF THE ISSUE]. Please consult the manual and let me know if the answer is included. If it is, summarise the relevant section in plain English. If it isn’t, suggest what else I could try or check."
"I didn’t find a complete solution in the manual for [PRODUCT MODEL NUMBER] and the issue: [DESCRIPTION OF THE ISSUE]. Please help me diagnose further by asking follow-up questions. The follow-up questions and solutions should be informed by the manual and a mix of potential sources like forums, FAQs, Reddit, Youtube or Stack Exchange that will expand the investigation."
"Once we’ve resolved the issue with [PRODUCT MODEL NUMBER], I need to write clear, easy-to-follow instructions for my relative on how to fix the same problem if it happens again. Please ask me questions to assess their level of technical understanding, such as their familiarity with similar devices or terms like 'reset'. Then, write the instructions in a style they’ll find approachable and tailored to solving this specific issue."
I'm conducting a 5-minute survey to understand others' experiences with family tech support. Your responses, which can be anonymous, will help me develop content and AI experiments aimed at making family tech support more enjoyable and human-centered.
Thank you for your input!