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Originally Posted by Russ D
When someone is rigidly reading from a script, it indicates to me they have no technical knowledge at all, and this doesn't give me much confidence in the person to solve my issue, particularly if something 'unexpected' happens.
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Why would it give you that impresssion? Most tasks in life have a best method of undertaking them and having a written script of what to do and when ensures that you follow the best method. Any deviation from the script by definition means you are not following best practice. What unexpected happening renders the scrpt unworkable?