“Sit in on any conversation between support staff and sooner or later the issue of users, and their often questionable technical knowledge, is likely to come up. As well as exchanging ‘the worlds worst user stories’, you’ll often hear general gripes about the user who couldn’t create a table or send an email with an attachment. The problem is, while the story might seem funny when told between tech’s over coffee, from a business perspective there really isn’t anything amusing about it. Here’s why.”

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