In today’s world, the term “football” varies in meaning depending on one’s location. Some may associate it with American football, as seen in the NFL, while others consider it the European game traditionally played with a round ball. Personally, as an American, I think of football as the sport in which Tom Brady threw his way to seven championships.

During my tenure at Microsoft, I had the privilege of working in the support field, assisting high-end IT professionals. Through my training, I learned the invaluable lesson of “defining the football.” Providing support to individuals worldwide requires a deep understanding of the root cause of their issues.

When someone encounters a technical problem, there are numerous ways to address it. However, understanding the context is crucial. As a married man, I have learned that when my wife communicates with me, I must grasp the underlying context. Many have experienced a spouse saying, “It’s fine,” when it actually means the opposite. Similarly, in the IT world, many professionals misunderstand the term “football.” Here are three common misconceptions I encounter as an IT professional:

1. “The application doesn’t work.”
2. “It doesn’t load.”
3. “I’m getting an error.”

To the frustrated individual, these statements are simply their initial reactions. As an IT professional, it is important not to feel frustrated, as these phrases are common for frontline IT workers. One effective approach to address such issues is to employ the five W questions (who, what, when, where, why) to fully understand the situation. A comprehensive understanding of the problem is essential for developers to eventually find a solution.

Here is a basic list of questions I used to ask during my time at Microsoft:

1. What operating system are you using?
2. When does this issue occur?
3. How long has this issue been happening?
4. Have you tried using a different machine?
5. What steps have you taken to try to resolve this issue?

By systematically gathering this information, IT professionals can bridge the gap between user frustration and technical resolution. Clarity in communication—whether defining football or diagnosing an IT issue—is ultimately the key to success.

Let me know your thoughts…