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If there are any other IT manager/Directors/Systems Admins out there, I am looking for some advice on how to change the attitude of my employees towards IT.

If there is a computer problem they act like we are causing the problem, instead of being a part of a team and realizing we are here to help.

I work in health care and some of the nurses/physicians/administrative people are just rude. Has anyone else faced this challenge and overcame it? IF so what did you do?

It has gotten so bad that I had my systems administrator recently quit on me, and now I have to replace that person and start training again.

Any help or advice is greatly appreciated.

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Your IT workers need to be VERY patient and take time to try and explain, in layman's terms, what exactly happened. A lot of users don't understand computers very well and they get frustrated by things not working. If your IT people swoop in, fix it and then leave, the user doesn't understand what went wrong and what they could be doing to cause the issue.

Make sure they don't talk down to the users or use too much tech-speak. That'll confuse them more and they will either feel stupid, belittled, or more frustrated.

Any show some empathy. Try to make them feel that your IT workers truly share in their frustrations.

It will take time to correct the view of IT. Given the right people with the right attitude, IT will change people's opinion by the good job they do.

If all else fails, punch 'em in the face. Right Tom? ;)

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If they are rude, don't help them. Tell them they need to calm down and you will be back in a couple of hours when they settle down. Basically, treat them like children if they are acting like it.

Also, inform upper management that this is causing high turnover, and that attitudes need to change.

If nobody listens, provide a minimum level of service and repeat above as the source of the slow support.

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It's all in the attitude of the person and how well he can deal with rudeness.

Maybe you could give some guidelines on how to act, make him go to some "workshop" about work relations and such matters.

Or at least read this... :)

EDIT:

This site is gold lol...

How to Avoid a Confrontation

1. Determine the cause of the problem. Perhaps you said something inappropriate or offensive. If so, a simple apology might ward off a possible confrontation.

2. Evaluate the situation. If you sense that an apology might not be accepted, take a look at the other person's size, and see how you measure up in case a confrontation might occur.

3. Restrain yourself. Even if you feel confident that you would come out on the winning end of an altercation, there is no reason to get into a fight.

4. Try to assume control. If the other person is intoxicated, attempt to calm him down. Tell him you don't want to fight, and pick up your cell phone as if to show him you will call your local emergency number. (See Tip below.)

5. Protect yourself. If all else fails, just get away from there as soon possible. Run until you are in a well-populated area and then call your local emergency number.

Edited by Lechio
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I need a job :whistle:

I was waiting for that. lol Sorry I am in the States.

I appreciate all the advice, but I really dont think it is coming from our IT people, they do try to explain things to them in laymens terms.

An example: A nurse called me and said "I am trying to type my username in and I am getting numbers instead of letters, I have 3 patients waiting and a busy day and I don't have time for this. I told her to hold down the num Fn key on her laptop and hit num lock. She does and says, that fixed it. 15 minutes later my boss calls and said she called him complaining about computer problems."

Thats just one example. We try to help and we get blamed for the problem. This is what I want to put a stop to. We are here to help.

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If they are rude, don't help them. Tell them they need to calm down and you will be back in a couple of hours when they settle down. Basically, treat them like children if they are acting like it.

Also, inform upper management that this is causing high turnover, and that attitudes need to change.

If nobody listens, provide a minimum level of service and repeat above as the source of the slow support.

this is probably not a good approach, it's akin to just slamming the door as a child and sulking...

you need to do a few things (in no particular order)

1. Perhaps most importantly do not belittle your users, no matter dumn as **** they are. You need them and they need you.

2. If there is an issue, missing data, system down etc call the user that logged the issue (don't email) tell them you are on it, follow up with the email.. this is far more personal and you will build relationships with some who will spread good word for you

3. Try not to break anything when it can be avoided. Need to patch something? come in a bit late and go home an hour late... do it in THEIR downtime, not just when it's convenient for you and tell them far in advance. This used to cause me no end of issues when i was inexperienced, "oh ill just restart the webserver real quick". No. Don't. Ever. :)

4. Try to be proactive, go around perhaps once a week and ask if things are wrong.. the number of people that don't log bugs is insane!!!! just go and ask, you will become mr popular

5. Don't employ douche bags. I'm not saying your sys admin was, but if the IT staff cannot converse correctly with the users, diffuse issues, and understand the business they support there is absolutely no hope in hell they will be able to adequately interact with the users to support them well

Hope that helps.... :D

Edited by BGM
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The thing with working in IT is you're always working with people whenever they have problems, so, by the job's nature, you're almost always dealing with people when they're at their worst; it's kind of like working in retail, but always with angry customers. I think it's something you have to deal with as part of the job, as you might expect retail employees to have to deal with irate customers. It's not really a pleasant job.

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this is probably not a good approach, it's akin to just slamming the door as a child and sulking...

...

While the idea's you present may be good in theory, you will find that if you follow them, people will become even more abusive towards you. This is because they now know that they can treat you any way they want without consequences. I see you are in the UK, so things differ significantly in terms of culture here and abroad.

You need to establish your power bases over the people you support (basic OB 101)

You basically have information power over them, and they are trying to get coercive power over you. If you let them, they will erode your power base, making them have control over you. However, if you do ignore the ********, they will have to come back to you anyways (they depend on your knowledge). For the people acting nice towards your employee, you provide them with reward power (being nice to them and fixing their problems first).

When they call your boss, they are trying to gain legitimate power indirectly. So your boss will needs to tell them to not phone him/her unless there is a major issue...

So you basically need to establish your dominance in the field of office politics.

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put them in their place by showing them that it's probably their fault. most of my coworkers come to me w/ computer problems and it turns out that they just dont know what theyre doing or THINK they do, but really dont. when it breaks, it's my fault. i casually walk over, fix it and explain to them what they did wrong.

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While the idea's you present may be good in theory, you will find that if you follow them, people will become even more abusive towards you. This is because they now know that they can treat you any way they want without consequences. I see you are in the UK, so things differ significantly in terms of culture here and abroad.

You need to establish your power bases over the people you support (basic OB 101)

You basically have information power over them, and they are trying to get coercive power over you. If you let them, they will erode your power base, making them have control over you. However, if you do ignore the ********, they will have to come back to you anyways (they depend on your knowledge). For the people acting nice towards your employee, you provide them with reward power (being nice to them and fixing their problems first).

When they call your boss, they are trying to gain legitimate power indirectly. So your boss will needs to tell them to not phone him/her unless there is a major issue...

So you basically need to establish your dominance in the field of office politics.

you scare me, i hope to never work somewhere where a dept 'dominates' another dept because they have power of information, what kind of bull**** is that!

work together to achieve a common goal.. cultural difference does not even come into it, i guess the only fundamental difference with the way i work and what is being described here is that I am a consultant and it is my job to interact with people and empathise with them to provide solutions to what they are having issues with.

The impression I get from you is that, you are one of these tech workers that users actaully don't want to go to for help.. this seems to me to only lead one way, downward in a spiral.

Don't go out of your way to be all nicey nicey, but just stop, explain whats going on.. how this affects them why such a such has to be done this way etc etc. Above all, stand up for yourself... just because your show empathy does not mean you get walked over

with regards to the power of information over you.. surely the ultimate goal of any IT dept is to provide people with means to gain their own information and support those systems, whether this be in the form of accessing/creating their own reports or looking up some sort of dashboard of scheduled downtime etc..

whether this goal can ever be truly met is a completely different story...

Edited by BGM
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put them in their place by showing them that it's probably their fault. most of my coworkers come to me w/ computer problems and it turns out that they just dont know what theyre doing or THINK they do, but really dont. when it breaks, it's my fault. i casually walk over, fix it and explain to them what they did wrong.

im starting to see a trend... "put them in their place" .... im going to hope you just worded that poorly..

don't belittle your users

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Wow.. some of these posts. *facepalm*

Thats a great idea... lets **** them off even more by cutting their support/ignoring them. Then management is going to ask why they are getting ****ed... and tell them... oh well they are mean... i don't want to help them... probably wouldn't cut it.

Perhaps have a metting or send a global e-mail stating attitude needs to improve and explain to them that you are there to help... not cause the problem.

Get HR/Upper Management involved.

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you scare me, i hope to never work somewhere where a dept 'dominates' another dept because they have power of information, what kind of bull**** is that!

work together to achieve a common goal.. cultural difference does not even come into it, i guess the only fundamental difference with the way i work and what is being described here is that I am a consultant and it is my job to interact with people and empathise with them to provide solutions to what they are having issues with.

The impression I get from you is that, you are one of these tech workers that users actaully don't want to go to for help.. this seems to me to only lead one way, downward in a spiral.

Umm, welcome to real life? It's called Organizational Behaviour...and it's basic training if you ever want to become a manager. I suggest reading up on it.

There is nothing wrong with the ######-for-tat approach, as it actually works. You will find that people who were acting like idiots towards you will act nice and be nice once they see they have a dependancy towards you (just like you do for other people in your department, boss, etc).

According to you, you should just accept their behaviour and pretend like nothing happened? I guess if you don't mind having a mental breakdown in a couple of years, then you could do that.

Power is a huge issue in the corporate world, and if you don't play the game correctly, you will be out of there in a flash.

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I think people are rude because a) they are rude or b) they don't understand what's going on, they don't like being forced to use something they don't understand and you are responsible for that thing they don't like and don't understand. Think about it, a lot of these people did not sign up to a job to use computers. A lot of them have been forced to use computers with little to no training. They are resentful toward IT and the people behind it (you).

I think as an IT professional you have a duty to slowly but surely keep plugging away at trying to teach people about things, in ways they can understand. The problem with far too many IT people is the kind of childish arrogance displayed in this thread. No wonder you get treated badly if you patronise people. You wouldn't like it if your doctor was on some "information power trip" over you.

When your boss comes to you with complaints, tell him to get his staff trained.

No one would expect someone to drive or operate some huge machine without training, and yet we expect people to be able to use computers without it.

Obviously if someone is really, badly rude, then they shouldn't be allowed to get away with it. Make complaints about that. If someone is just frustrated, try to understand why and don't take it personally.

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@Persephone: I'm glad im not the only one thinking zivan56's approach is wrong... thought I was going mad for a bit there :)

According to you, you should just accept their behaviour and pretend like nothing happened? I guess if you don't mind having a mental breakdown in a couple of years, then you could do that.

Power is a huge issue in the corporate world, and if you don't play the game correctly, you will be out of there in a flash.

Well, this is getting a bit personal now. But in my current position, I have all the power I need, I would quite happily tell my boss to go **** himself if I thought he was taking the **** and he knows that, so we have a mutual respect.

As for users, ok so you can't tell them to **** off... but a few stern words to tell them to calm down aren't going to go amiss. I would NEVER just accept the poor/rude/abusive behaviour of someone in any scenario.. it's easy. Calm.Explain.Plan.Do. and keep them informed along the way... if a fix is going to take a week, tell them and explain why in simple terms. They will understand, and thank you for keeping them informed!

Power is not a concern, I have been promoted through hard work, keeping clients happy and securing new projects.. not through ######-for-tat powerplay, and I can say one thing for certain if you worked for me and you displayed that attitude you would see your ass fired very very quickly.

Edited by BGM
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Plenty different here in the states. Ignoring people because they are being rude will easily get you fired in most companies that I know of.

Even if people are rude, it's your job to take notes and examples of what was taking place, not to ignore them. Ignoring them simply isn't the answer.

Yeah, try to get upper management involved and see where it leads you. A nurse can still go over your head to another boss and get you canned. 15 minutes later they forget about it anyways. They just want to sit down and have things work. Try to find a way that you can convey that message to them.

I know people in the HC industry (and I used to be) working in IT and yeah, they deal with people that are not too bright (with computers) and are quick to get angry or frustrated. They (IT) make sure everything is documented completely because it holds up much better than someone who is simply venting, while you took the notes to illustrate how things really went down.

The management teams have to get together to see how to best deliver the message of making sure people can get help without getting as frustrated.

Being calm on the phone and reassuring is actually what works best for me. Knowing they can talk with someone who can assist them quickly and who values their time is what they are sometimes looking for. If there's still a complaint, have a manager follow-up with them on a particular incident. Sometimes they just need a little face time with someone who can act as a buffer and realize their frustration matters to the people who have to support the technology. Who knows - maybe they'll have something to offer so that next time they aren't so upset when they call you. With the right plan in place, they might actually enjoy calling you, knowing you're improving your practices to ease their ignorance with technology.

I've met, worked with and witnessed the individuals who think they are so great that they can act or say whatever they want to. I've also seen them get escorted to the doors and throw out on their asses. I have yet to meet the person who can't be replaced - and most times, they're replaced by someone willing to do a better job for less money with less ignorance.

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Well, this is getting a bit personal now. But in my current position, I have all the power I need, I would quite happily tell my boss to go **** himself if I thought he was taking the **** and he knows that, so we have a mutual respect.

As for users, ok so you can't tell them to **** off... but a few stern words to tell them to calm down aren't going to go amiss. I would NEVER just accept the poor/rude/abusive behaviour of someone in any scenario.. it's easy. Calm.Explain.Plan.Do. and keep them informed along the way... if a fix is going to take a week, tell them and explain why in simple terms. They will understand, and thank you for keeping them informed!

Where did I say to go tell people to f-off? I am not saying do these things openly, just make a mental note of it. Obviously telling someone such things as "shut up it's your fault! I'm not helping you anymore!" is going to get you fired. That's why one needs to say things like "I see you are a bit agitated right now, perhaps I better come back at a more convenient time." If they persist, you need to correct their behaviour using the methods I stated above (and not in an explicit, belligerent manner).

If they are acting normally towards you, on the other hand, you reward them with being nice and giving them priority when possible.

Power is not a concern, I have been promoted through hard work, keeping clients happy and securing new projects.. not through ######-for-tat powerplay, and I can say one thing for certain if you worked for me and you displayed that attitude you would see your ass fired very very quickly.

Where did I say it doesn't involve hard work and keeping people happy? I guess you aren't in management, so you don't see the big picture: keeping your employees happy is your main priority. I don't know where you work, but making your employees suffer as a result of personal goals (i.e. promotions, your personal image in the eyes of other departments) is going to get you an astronomical turnover rate and a nice pink slip on payday (and your own personal security escort out of the building).

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Where did I say to go tell people to f-off? I am not saying do these things openly, just make a mental note of it. Obviously telling someone such things as "shut up it's your fault! I'm not helping you anymore!" is going to get you fired. That's why one needs to say things like "I see you are a bit agitated right now, perhaps I better come back at a more convenient time." If they persist, you need to correct their behaviour using the methods I stated above (and not in an explicit, belligerent manner).

If they are acting normally towards you, on the other hand, you reward them with being nice and giving them priority when possible.

Where did I say it doesn't involve hard work and keeping people happy? I guess you aren't in management, so you don't see the big picture: keeping your employees happy is your main priority. I don't know where you work, but making your employees suffer as a result of personal goals (i.e. promotions, your personal image in the eyes of other departments) is going to get you an astronomical turnover rate and a nice pink slip on payday (and your own personal security escort out of the building).

One word. Exactly.

I think there was some major misunderstanding there, and no I didn't see you type anywhere that you told people to f-off, you assumed that. As it was not in quotations, it quite simply was not a quote.

Seriously though, I think we are both on the same page here, sort of. You're right, actively slating people will get you the sack. But in my book, so will a ######-for-tat attitude with regards to inter departmental relations.

I don't quite understand the last portion of your post... could you perhaps rephrase it and I'll respond accordingly? I'll have a stab anyway, taking the "ignore" approach will not keep people happy... so perhaps you should take some of your own advise mr. i guess your not in management and make your users happy by explaining to them why things arent working/calming them down etc...

starting to sound like a bit of a broken record here...

With regards to where I work. I do not work in IT support (here's a surprise), I am a Business Intelligence consultant / contractor and my entire job revolves around giving the client solutions for the lack of information they generally have to their job. To put it bluntly if i took your approach to dealing with clients, I wouldn't have any clients left.

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Well, I really do not know what to say. I am a nurse also (for the last 15 years now) and I am very tech savvy. I guess it probably is a personal issue, personality, or frustration and not something based on the profession of the person involved?

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If you use a different browser, just use a search engine and type “browser-name export passwords” and muddle along. In KeePassXC, you’ll want to press Import File from the home screen, select the CSV file, and create a new database from it. On one of the screens of the wizard, there will be a Title field with a drop-down selected to none. Change this to Title and continue. You’ll select a name for the database, the encryption level (the defaults are fine), and then you will pick a password. I would choose four unrelated words that are easy for you to remember, as you’ll be typing them fairly often to access your passwords. When you have all your passwords in your new database, you will want to set up the browser extension so that your browser can fetch passwords from KeePassXC. Rather than explain how to do that here, refer to KeePassXC’s guide on how to set it up properly. Once you’ve got that set up, you want to install KeePassDX on Android. You can grab it on the F-Droid store and the Google Play Store. For iPhone users, there are other .kdbx-supporting apps, but I haven’t tried any of them, so have a look around and use what suits you. Once you have that done, you will want to install Syncthing on your computer and find a third-party app for your mobile device. On Android, I use an app called BasicSync; there are also options for iOS, but again, I’ve not tried these. Once you’ve got SyncThing, you’ll want to set it up and connect all of your devices together and share a folder between your gadgets. PCWorld has a good tutorial on setting up a synchronized file between your devices using SyncThing. Once you’ve set it up, congrats, you’ll never have to touch that stuff again except for adding or removing devices. I’ll be honest, I didn’t particularly like setting up Syncthing. It didn’t take me a massive amount of time, but I think I had to check online because I found it a bit confusing. That said, I’ve had it running for several weeks now and never need to touch the Syncthing settings, so that’s very nice. I also mentioned a conflicting file. I’m not sure why this is appearing, but the main .kdbx file seems to be updating and syncing just fine. What’s nice is that both KeePassXC and Syncthing are free software, so they won’t just vanish one day; you can take the code and fork the project or use a range of alternative implementations that others have made. It’s also nice that it works over LAN, so even if your ISP is having problems, your passwords will still sync. One area where you will want to be a bit more careful with this setup is if you only have one device. I am OK because I have a computer and two phones, all synced up. If you just have one device, you will probably want to store a backup of your .kdbx file somewhere else. Obviously, you’ll also want to remember your password really well, too. If you get locked out, it's game over. Overall, if you want to take back control of your computing from big tech, taking control of your passwords is an important part of this. You don’t need to immediately clear out your browser’s password manager; try running KeePassXC and the password manager concurrently for a while to see if you run into any problems. If you do try this out, let us know some other creative ways to use Syncthing. I haven’t really come up with a solution about what to do with my bookmarks, for example.
    • If the price was a dollar, someone would complain "Why isn't it free?" If it was free, someone would complain they weren't being paid to play it.
    • That lens of history will burn if you hold it at the right angle... Warn users too late: Shame, Microsoft! That extremely minor update to an obscure Control Panel widget required 2 years of warning. Warn users too early: Shame, Microsoft! We've got better things to do. Pipeline and process be damned, we'll just always be disappointed, eh?
    • Microsoft Paint used to be my favorite Windows app as a kid, and it's still pretty good by Usama Jawad I have been using Windows since the early 2000s, when I was around 10 years old or so. I vaguely remember playing around with Windows 98 and Windows 2000, but that may have been on school PCs which had old operating systems installed. My main OS on the home PC, and the one I recall spending most time with, was Windows XP. At that time, I used the home PC to create Word and PowerPoint documents for school, but a lot of the time, I simply used it to play games. My dad would bring game discs which we would try and install on the PC, sometimes unsuccessfully, and sometimes, we would rely on flash games in the browser, like Bubble Trouble on Miniclip. However, the problem with the latter approach was the internet speed. On a good day, our dial-up internet would offer us speeds of 56 kbps, but on most days, it was closer to 33 kbps. This did not facilitate online gaming as I would often have to wait minutes for a game to load or "draw" on the screen, and trying to download pirated games wasn't simple either. I remember getting tired of waiting for online games to load and just downloading simulator games from the Big Fish Games website instead, only to be disappointed after finding out that I was just being given access to trial versions of the title, and I needed to fork out money to pay for the full version. All of this is to say that it wasn't very easy to find entertainment options on the home PC when I was a kid, due to a number of reasons, mostly outside of my control. This situation pushed me towards a rather unconventional ally: Microsoft Paint. Whenever the internet wasn't working as good as I expected, I would simply spin up Paint and draw complete rubbish on the canvas. Of course, that wasn't always the intention, but it usually happened when I messed up drawing a straight line or something, and then I would give up on that particular piece and simply draw a random collection of objects. Microsoft Paint was extremely accessible and easy to use. Even if you weren't an artist, you could quickly understand the tools at your disposal and how to leverage them on a canvas. The absolute breadth on offer ensured that each painting was truly unique, as you could utilize various combinations of tools like the pencil, paint, spray paint, and more to truly personalize your creation. Since I wasn't particularly good at drawing both on digital screen or a physical screen, I remember that my main style of art would be to insert a bunch of randomly intersecting lines and then fill them with random colors through the paint can. I have trying to replicate that art style in the latest version of Paint below, and as you can see, it's truly Pablo Picasso-esque. The human imagination truly knows no bounds Microsoft Paint kept me occupied for hours and was my best friend when video games on the home PC were inaccessible for one reason or the other. There was no academic or professional reason for which I would need to use Paint, but I still loved using it in my personal time, even if what I created wasn't worth being shown to anyone. It was simply fun. Fast-forward to today, and the situation is mostly the same. Now that I am almost 29 years old, and I still have no reason to use Microsoft Paint in a professional capacity. In fact, I don't even use it in a personal capacity, except to dabble with it from time to time, just to see if core functionalities are still intact. And I'm happy to say that I think Microsoft Paint still offers the same accessibility and inviting experience that it did to me a couple of decades ago, even though its UX has been refreshed and it's been integrated with Copilot features. Interestingly, things could have been a lot different, had Microsoft had its way. Microsoft Paint was marked for deprecation with the Windows 10 Fall Creators Update in 2017, and even began displaying a product retirement alert, urging customers to shift to Paint 3D instead. Fortunately, after consumer backlash, Microsoft reversed course on this decision, and Paint continues to be a native app inside Windows installations that can also be updated quite frequently through the Microsoft Store. Instead, Paint 3D ended up on the chopping block, which is for the better, I think. I have intermittently played around with Microsoft's refreshed Paint experience in the past few years, and I do think it has received worthwhile upgrades. the UI and the UX has been modernized while retaining core functionality, and the app is still fairly easy to use. It doesn't meet any of my use-cases, but I've never really had any use-cases ever, as described previously. Of course, the elephant in the room is the Copilot integration. Personally, I believe that this is one place where Copilot does make sense, environmental concerns aside. I know that a lot of creatives use AI to generate images, and while some may be using professional alternatives, Paint still offers a decent casual experience, with the power of Copilot. Of course, you do need to have a valid Microsoft 365 Copilot license and available credits to use it, but even if you don't, you still get the big Copilot button in the toolbar, unfortunately. All in all, I am glad that Microsoft Paint continues to be a native feature in Windows 11, and a piece of software that has evolved to meet modern needs without cutting off its own roots. It's just an iconic piece of Windows history that was an essential part of my childhood, and while I don't use it anymore, I'm just glad it is still there.
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