Google Plumbing & Dr Google are both like your drunk friend – dramatic & unreliable.
Google Plumbing has no Queensland plumbing licence issued by the QBCC. Likewise, Dr Google has no registration as a medical practitioner issued by the Australian Health Practitioner Regulation Agency (AHPRA) to ensure the delivery of safe and competent health services.
As good as Google can be for searching everything and anything I guarantee no-one at Google ever completed a plumbing apprenticeship or a medical degree or an electrical apprenticeship.
I was chatting with my GP recently, and she voiced her frustrations with patients that Google their symptoms and then make an appointment to see her. Almost invariably, Dr Google is wrong. Usually, the patient has typed in symptoms that frequently give an utterly incorrect diagnosis of multiple possible ailments. She said even more frustrating is that she then spends most of the appointment convincing them Dr Google was wrong.
She was so happy when I told her as plumbers we go through exactly the same issues daily. Everyone I know that is in a service industry that has a consumer focus has the same problems and frustrations of being an instant expert thanks to Dr Google or Google Plumbing or Google Electrical.
We all agree Google is excellent, especially for product searches. But when you are in business, it can also be incredibly frustrating when clients tell you they have Googled the problem and you are wrong. Ultimately for doctors or plumbers or electricians, all we can do is diagnose the issues based on the information presented and go through a process of elimination of possible causes.
The headline above comparing Dr Google to a drunk friend I just had to adapt and use after I saw it in a column by Tony Shepherd of The Adelaide Advertiser just after discussing Dr Google with my GP. I must admit it amused me as the description is perfect – dramatic and unreliable. You can read the full column by clicking here as it is a great read. The first lines are “Cyberchondriacs, step away from the search engine. Online symptom checkers are almost always wrong and should never replace a real medical professional, writes Tory Shepherd.”
This advice equally applies to plumbing because it can be difficult enough to diagnose plumbing problems when on site let alone on a computer or over the phone. As I continually reiterate no professional plumber can diagnose issues over the phone or give you an accurate price. There is only one way to diagnose plumbing problems, and that’s by having a real plumber on-site to investigate. Even then, complex issues become a process of elimination.
From the plumbing and ultimately health perspective, the most frightening issue we’ve seen with COVID-19 is all of the online suggestions on DIY installations of bidet seats and douche sprays. Google searches during the “toilet paper crisis” increased tenfold for bidet seats due to multiple social media posts and newspaper articles on so-called alternate toileting devices. Google will only ever give you generalised answers that are tailored to you as Google tracks you online with artificial intelligence.
Tony Shepherd correctly points out – “Maybe it’s best to think of Google not as a medical professional but as Librarian Google, who holds plenty of information and might be able to help you find it, but might also be miffed at the amount of noise you make so just points you in the general direction of some stuff.”
My favourite lines after that are – “Or Friend Google who, after three champagnes, will tell you everything’s going to be great, but at 2 am starts crying into their whisky about how you’re going to die.”
Those lines above sum up precisely the daily frustrations that so many consumer-focused service businesses experience. The old saying about computers of rubbish in, rubbish out is correct. The flawed Google searches of an inexperience person create multiple issues as nonsense input into a Google search will guarantee nonsense results.
Ultimately Google is a tool or research assistant that can help you put things together in a logical manner or can throw a real spanner in the works. A Google search cannot replace a doctor or an electrician or a plumber, no matter how good Google artificial intelligence is.