ABSTRACT
This chapter prepares students to be able to troubleshoot problems. They develop their ability to read messages concerning technical problems and to identify the supplemental information needed to propose a solution. Students learn the techniques for asking questions in order to better understand a problem. They practice dialogues about troubleshooting. They learn how to propose solutions. They read product reviews in order to identify strengths and weaknesses of the product. They learn about strategies and techniques to ensure that a group accepts a change, and they apply these techniques to offer advice for launching new technology. They develop the ability to uncover socio-cultural aspects of some technical problems.
