The Secrets of My Success, Pt. 2

Last time, I gave you the first two secrets of acquiring knowledge. I’ve employed the crazy tactic of reading the manual and reading online help for years and learned a ton. But sometimes, the answer you’re searching for is not there, or you are still not getting the results you want. At that point, you have to expand your search radius. 

Image courtesy of Jacob Bøtter

Image courtesy of Jacob Bøtter

Contact Tech Support

This goes overlooked more than it should. It’s true that some companies have terrible phone support (we’re looking at you, Blackmagic…) but others are stellar. I’ve had some tech support staff help troubleshoot problems that turned out to not be theirs. One even contacted support at another company and helped me solve a tricky problem between platforms. 

I have learned so much by talking with good tech support reps. Often times, I learn not only about their product, but about a protocol, system or just how something works. Good tech support teams are invaluable and when you find them, you want to keep their number close. 

Use Your Network

I put this last for a reason. I’m a big fan of having a network of people I can call when I get stuck. But I usually only call on them after I exhausted the above options. The reason for this is simply time. Most often, I can find an answer quicker in the manual, online or with Google than I can from a friend. My friends are great, but they’re also busy. I don’t expect them to drop everything and help me solve a problem.

Sometimes I’ll shoot a quick text to a friend with a question, but if I don’t hear back right away, I’ll work through the previous steps. Many times, by the time they get back to me, I have my answer. There are times that I can’t find an answer, or the question is so specific that I really do need advice or counsel from a friend, and that’s really the best use of your network. 

If I want to know how to invert a selection in Photoshop, I’m not going to ask my friend Ken—even though he could surely tell me. I can find that on Google in under a second. But if I’m trying to decide if I should upgrade to Photoshop CC or stick with CS5, we’re going to have a conversation. See the difference?

Bonus Round: Use the Search Box

This is something else I get all the time; someone will ask me, “Hey, I think you wrote an article on thus and so a while back. Do you know where it is?” Chances are, the answer is no, I have no idea. I write well over 200 articles a year and have been doing so for 7 years. Even if I did remember writing the post—which I probably don’t—I couldn’t tell you the URL. 

But, Squarespace has this great search tool. The search box is right over there on the right, and you too can do exactly what I’m going to do; type some keywords into the search box and see what comes up. Again, you could email me and wait 2-4 weeks for me to do a quick search on my site and send you the result, or you could do it yourself. Not that I mind hearing from all of you, but you can probably get the answer faster on your own. 

So that’s it. That’s how I look so smart all the time. I learned a while ago that I don’t need to know all the answers, I just need to know where to find them. Today, that’s easier than ever. And you can do it from your phone. To be fair, I am really good at seeing how a whole bunch of disparate information fits together in a cohesive whole. That’s a natural talent that I’ve worked hard to hone. But you too can learn this skill. It all starts with a quick glance around the old inter-webs.

Roland

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