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This chapter is from the book

This chapter is from the book

Web Search GarageWeb Search Garage

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This chapter is from the book

This chapter is from the book

Web Search GarageWeb Search Garage

Learn More Buy

Searching for Technical Help

Whether you need a walkthrough for a game or help getting your video card to work right, you'll find that the Principle of Onions can make your search a lot easier. (We'll discuss the topic of finding technical help in greater depth later in Chapter 25, "Getting Technical Support—Drivers, Cheats, Walkthroughs, and More.")

Full-Text Engines

When I'm using a full-text engine for technical help, I try to start by simply expressing the problem that I'm having:

My screen is flickering. I think it's my BadBrand video card.

From that simple expression extract the relevant concepts—screen, flickering, BadBrand video card—and turn that into a search. Usually I add the word "problem," which seems to focus the results:

screen flickering BadBrand "video card" problem

If that doesn't do the trick, keep the brand name and what the item is and the word "problem," but shuffle the descriptive words around. You may say "screen" and someone else may say "monitor." Someone might say "flicker" instead of "flickering."

After trying that, cut the search down to just the brand name, item, and the word "problem." If you still can't get results, try the brand name, item, and the word "support" or "FAQ."

NOTE

Usually general search engines aren't the best place to find support information. I recommend you use Google Groups for finding technical support instead of Google's Web search. The cool thing is that the Principle of Onions works as well on Google Groups as it does on Google's general Web search.

Searchable Subject Indexes

You're not going to find specific technical answers on Yahoo unless the problem is extremely popular and therefore extremely well documented (the computer equivalent of a car with an exploding gas tank). The best you're going to find are support sites for whatever you're interested in. So you might search for BadBrand "video card" support or even just BadBrand support. This is an option best suited for when you have a problem but you're not exactly sure how to describe it, or you're having a problem with a computer that could come from one of many components, and you're trying to find support for the computer itself.

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Collection and Use of Information


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Customer Service

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Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

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Do Not Track

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Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


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Marketing


Pearson may send or direct marketing communications to users, provided that

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Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


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Sale of Personal Information


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While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

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Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020