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The Apple Macintosh burst onto the microcomputing scene in early 1984, amid much media hype, sporting the claim that it was to be “the computer for the rest of us.” The unique Macintosh user interface makes the Mac easy to learn and use, and has made it quite popular, particularly among those with fear of computers or little time to spend learning to use them. After a slow start due to hardware limitations and lack of software, the Macintosh has grown into an important presence in academic computing, with Mac labs appearing in colleges and universities everywhere in increasing numbers.In the summer of 1987 the Computer Center at the University of Kansas opened a Macintosh lab for students, faculty and staff. From the beginning the lab has been in almost constant demand, often with waiting lines day and night. Our consultants find that they are now faced with a new breed of users whose only computing experience is with the Macintosh. Many of the Mac users filling our labs are people with little or no background in computing, who understand little of the traditional computing jargon, and who may have difficulty explaining to a consultant exactly what went wrong (or understanding the consultant's answer). This growing group of users represents a special class of consulting needs, and we must be prepared to meet them.This paper will draw on our experience with the Macintosh and its users at the University of Kansas, and will discuss (1) the basis for this problem, (2) the specific nature of the problem, and (3) what consultants and others can do to help.

Helping the rest of them: the unique consulting meeds of the Macintosh user