Controlling Windows 8 Support Costs

Windows 8 presents a new interface and new methods of working with the computer. Microsoft obviously wants to try to create a new image as a mobile device vendor by putting a tablet interface on a traditional desktop operating system. Whether the strategy will work or not is a significant topic of discussion. Some pundits, such as Wood Leonard, consider the new Metro interface as the worst mistake that Microsoft has ever made. Other authors, like Ben Woods, are a bit more positive. You can find opinions between these two extremes over the entire Internet.

Change is always incredibly uncomfortable. I still remember the ruckus caused by the, now positively viewed, changes in Windows 95. Of course, Microsoft has had a few turkeys to its credit too, such as Vista. My experience has been that time shows whether a significant change will work or not. In this case, Microsoft really does have its work cut out for it. A less aggressive stance might have worked better, but the die is cast and we’ll soon see the results in terms of sales.

Windows 8 isn’t all bad news and you certainly shouldn’t approach the product from that perspective. While writing Windows 8 for Dummies Quick Reference, I was also able to come up with some interesting product features and ways to make Windows 8 a little less of a shock to users. Some of these techniques, such as using a Start menu substitute, appear in my book. In fact, I discuss one of those alternatives in detail, ViStart. My conclusion is that it’s possible to reduce your support costs through careful management of the Windows 8 setup. You may also find that new security features actually reduce support costs by making it less likely that users will corrupt their systems.

Whether you like Windows 8 or not, you’re eventually going to have to support it unless you cut off all user access to other devices. Everything I’ve been reading as of late tells me that enterprises would just love to keep users from bringing in their own devices, but it’s unlikely to happen anytime soon. With that in mind, I wrote an article entitled, “8 Ways to Reduce User Training Costs for Windows 8” that will help reduce the pain for administrators. I’d like to get your feedback on the article at More importantly, tell me your ideas for making the Windows 8 transition a little easier. If I receive enough good ideas, I’ll revisit this topic later.