I cant believe in all my time in IT and supporting Windows machines I have not hear of PSR before. PSR is a tool availible to Windows 7 and 2008 that records the steps a user takes and presents each step as a screen grab with information on the application that is being used along with detailed information on the programs that are bing used. I can see this being a really handy tool for supporting remote users since sometimes it can be difficult and timeconsuming to find out exaclty what the user is doing and what steps they are taking when describing a problem.
The text description for the above step is:
Problem Step 2: User left click on "All Programs (menu item)" in "Start menu"
Program: Windows Explorer, 6.1.7600.16385 (win7_rtm.090713-1255), Microsoft Corporation, EXPLORER.EXE, EXPLORER.EXE
UI Elements: All Programs, All Programs, Button, Desktop More Programs Pane, Start menu, DV2ControlHost
When the recording is stopped the user is then asked to save a Zipped mht file. Simply ask the user to forward this on to you and you can then easily review the recorded steps.
A sample output from PSR can be found here.