6) Encourage friends and family to prioritize their use of technology, especially focusing on the technology they'll derive fun and pleasure from (because life's too short to spend a lot of discretionary time on the work stuff).
7) Make sure they're also tapping other available IT support resources, such as knowledgeable friends or their IT department at work.
8) Get them to explicitly define the urgency level of any given support request. Do you need to drop everything and drive over? Can it wait till the weekend? Can it wait until never?
9) For all hardware and software purchases, when they ask you what to buy, have them read Walter Mossberg's reviews first. Then when you have the discussion, they're up to speed and closer to a decision point, with smarter questions about trade-offs and preferences.
10) Don't be stingy with your time; be stingy about what you spend it on. Focus on getting leverage – for example, what can you do that truly empowers people over time versus temporarily mending a problem or fixing an issue that doesn't exist?
That's it from me. I bet many of you have your own hard-won lessons, though, so send them along. If you have time.
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