Suppose that Computing Services your college or place or work is currently supporting two packages – Software XYZ and Software ABC. They want to drop Software ABC and offer only Software XYZ. For each user reaction, estimate the user’s application familiarity with XZY.

a. “Software XYZ is so much better than Software ABC because it uses better memory management.”
b. “Don’t get rid of ABC. I know enough about XYZ to know that I don’t want to use it. For my purposes all I need is software ABC.
c. “Why should I learn it? I don’t want to be bothered with learning some stupid system.”
d. “I can pretty much do what I need to with XYZ, but it would be nice if more of the tech support people could help with my questions about XYZ.”

a. This user is interested in the software for its own sake and has extensive knowledge of the software’s internal workings. This is an Expert.
b. This person doesn’t want to waste time learning a new system when there is something more familiar that’s available. This is an Advanced Beginner.

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c. The user admits not knowing the software and is showing signs of hostility, which is usually a way of disguising fear. This is a Novice.
d. The user feels pretty comfortable with the software, but would like to have access to someone with more knowledge if problems arise. This is a Competent Performer.