Just put yourself in the user's place -- literally

Big manufacturer moves its office personnel to a newly renovated space, complete with an open-office floor plan and too much white noise from the air-conditioning system, reports an IT pilot fish on the scene.

"I received a call from a customer-service rep who said her PC was making an unbearable, high-pitched noise," fish says. "I immediately went to her desk to investigate.

"Arriving at her cube, I did not hear anything coming from the computer. I proceeded to power down everything and bring it up one piece at a time while I placed my ear close to it and listened for any telltale sounds of a failing fan or CRT -- but I found nothing."

Fish tells the user the noise might be a transient issue that cleared itself up when the power was cycled. But he adds that she should call him right away if it happens again, because he doesn't want to ignore any early indicators of impending doom.

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