In the end, for Russell the knowledge that he's helping people who don't even know it carries its own satisfaction. "My job doesn't send a flashy, feel good message to the customer. It doesn't help them balance their budget or keep them entertained with cute cartoon animal graphics. The message it sends, in their moments of frustration or impatience, is simply 'Hey, this could be worse!'" Annabel, who does get to deal with customers, even though that's mediated through email anonymity, concurs: "Most of the people who do work in support really do want to help people, and are delighted when folks come away with their question answered."