Re: Expert tech support -- a fast and simple solution (long) ...
This WebDNA talk-list message is from 2000
It keeps the original formatting.
numero = 26020
interpreted = N
texte = Can't the guys at SM just hit the delete button on the non expert questions and leave this all the same so we all can see all the questions? ml> >I think. . . if I'm not mistaken, the Expert List would be able to support > >the regular list. > >That's the idea! > >PCS could create a new 'experts' list in CommuniGate Pro, and make it a closed list -- so they can control the subscribers. Then the list mom can add a dozen or so 'webdna experts' to the list. > >Whomever is on this list should absolutely NOT post any jokes, unrelated comments, or any other useless chatter. Nothing but specific technical questions -- which only John, Jay and Grant can answer -- should be posted to this list. > >Ideally it would be best if anyone can subscribe, but only those who are given special permission (by the list mom) would be able to post. I don't know if CommuniGate Pro has this capability, but if it does, this would allow everyone to subscribe -- so they can see what's going on and not feel like they are being excluded from anything -- yet they would not be able to post unless they are considered a true webdna 'expert'. > >To be an expert would mean that you must clearly know the difference between what is -- and what is not -- a question that belongs on the 'expert' list. Anyone who doesn't know the difference between an 'expert' question and a non-expert question should not be allowed to post to the expert list, period. > >The whole idea here is to have as *few* questions posted to this list as possible -- and to make every question clear, concise, and to-the-point -- so John, Jay and Grant do not have to spend any more time than necessary providing answers. > >Remember, we are trying to improve tech support all around, and one good way to do this is to make sure John, Jay and Grant spend as little time as possible reading messages and replying. > > > >I believe it's creation was to post really tough questions that need > >to be immediately read by the actual DEVELOPERS @ Smith Micro. > >Yes, that's it -- a simple system that gives the 'experts' direct access to John, Jay and Grant, so one of them can reply ASAP when we post a question that only they can answer. > > > >Say you aren't an Expert and you have a question that you believe > >should be on that list, you could email it to one of the experts who would > >then post it to the list if they can't answer it - The expert list would be > >some one of just a moderated WebCat list. > > > >Am I right here at all Ken? > >Yes, more or less, but ... > >Instead of mailing a question directly to a so-called 'expert', all questions from 'non-experts' should still be posted to WebDNA-Talk. Then the first expert on WebDNA-Talk who identifies the question as one belonging on the webdna-experts list can re-post that question to the experts list. > >Once the question is posted to the experts list, John, Jay or Grant would answer the question, hopefully within a few hours, or at least within one day. Then the expert who posted the question (and/or SM tech support) will re-post John, Jay or Grant's reply back to WebDNA-Talk -- so the original author and everyone else on WebDNA-Talk will have a definitive answer. > >If this works like I think it should, John, Jay and Grant can avoid fielding all the vague and/or unclear questions from the general public like they are probably doing now on WebDNA-Talk. Instead, they can spend their time dealing directly with the dozen or so of us who have made career decisions to center our businesses around webcatalog and to provide free tech support on WebDNA-Talk. > >PCS has a wealth of experts who are very willing to make a system like this work, but it will clearly require PCS to make a commitment to respond to our expert technical questions as promptly, thoroughly and clearly as necessary -- so we can get the answers we need when we need them. > >The more responsive John, Jay and Grant are to us, the more responsive we can be to everyone else on WebDNA-Talk. > >:) > >================================ >Kenneth Grome, WebDNA Consultant >808-737-6499, http://webdna.net >================================ > > > > > >------------------------------------------------------------- >Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. >To end your Mail problems go to
. > >This message is sent to you because you are subscribed to > the mailing list . >To unsubscribe, E-mail to: >To switch to the DIGEST mode, E-mail to \|/ (. .) _________________________ooO_(_)_Ooo_____________________________ Mark Lacas mailto:mark@lacas.com Virtual Loft / Seattle HarborCam: http://www.loftcam.com/ SeattleStuff WebCommerce Community: http://www.seattlestuff.com/ ------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to .This message is sent to you because you are subscribed to the mailing list . To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to
Associated Messages, from the most recent to the oldest:
Can't the guys at SM just hit the delete button on the non expert questions and leave this all the same so we all can see all the questions? ml> >I think. . . if I'm not mistaken, the Expert List would be able to support > >the regular list. > >That's the idea! > >PCS could create a new 'experts' list in CommuniGate Pro, and make it a closed list -- so they can control the subscribers. Then the list mom can add a dozen or so 'webdna experts' to the list. > >Whomever is on this list should absolutely NOT post any jokes, unrelated comments, or any other useless chatter. Nothing but specific technical questions -- which only John, Jay and Grant can answer -- should be posted to this list. > >Ideally it would be best if anyone can subscribe, but only those who are given special permission (by the list mom) would be able to post. I don't know if CommuniGate Pro has this capability, but if it does, this would allow everyone to subscribe -- so they can see what's going on and not feel like they are being excluded from anything -- yet they would not be able to post unless they are considered a true webdna 'expert'. > >To be an expert would mean that you must clearly know the difference between what is -- and what is not -- a question that belongs on the 'expert' list. Anyone who doesn't know the difference between an 'expert' question and a non-expert question should not be allowed to post to the expert list, period. > >The whole idea here is to have as *few* questions posted to this list as possible -- and to make every question clear, concise, and to-the-point -- so John, Jay and Grant do not have to spend any more time than necessary providing answers. > >Remember, we are trying to improve tech support all around, and one good way to do this is to make sure John, Jay and Grant spend as little time as possible reading messages and replying. > > > >I believe it's creation was to post really tough questions that need > >to be immediately read by the actual DEVELOPERS @ Smith Micro. > >Yes, that's it -- a simple system that gives the 'experts' direct access to John, Jay and Grant, so one of them can reply ASAP when we post a question that only they can answer. > > > >Say you aren't an Expert and you have a question that you believe > >should be on that list, you could email it to one of the experts who would > >then post it to the list if they can't answer it - The expert list would be > >some one of just a moderated WebCat list. > > > >Am I right here at all Ken? > >Yes, more or less, but ... > >Instead of mailing a question directly to a so-called 'expert', all questions from 'non-experts' should still be posted to WebDNA-Talk. Then the first expert on WebDNA-Talk who identifies the question as one belonging on the webdna-experts list can re-post that question to the experts list. > >Once the question is posted to the experts list, John, Jay or Grant would answer the question, hopefully within a few hours, or at least within one day. Then the expert who posted the question (and/or SM tech support) will re-post John, Jay or Grant's reply back to WebDNA-Talk -- so the original author and everyone else on WebDNA-Talk will have a definitive answer. > >If this works like I think it should, John, Jay and Grant can avoid fielding all the vague and/or unclear questions from the general public like they are probably doing now on WebDNA-Talk. Instead, they can spend their time dealing directly with the dozen or so of us who have made career decisions to center our businesses around webcatalog and to provide free tech support on WebDNA-Talk. > >PCS has a wealth of experts who are very willing to make a system like this work, but it will clearly require PCS to make a commitment to respond to our expert technical questions as promptly, thoroughly and clearly as necessary -- so we can get the answers we need when we need them. > >The more responsive John, Jay and Grant are to us, the more responsive we can be to everyone else on WebDNA-Talk. > >:) > >================================ >Kenneth Grome, WebDNA Consultant >808-737-6499, http://webdna.net >================================ > > > > > >------------------------------------------------------------- >Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. >To end your Mail problems go to . > >This message is sent to you because you are subscribed to > the mailing list . >To unsubscribe, E-mail to: >To switch to the DIGEST mode, E-mail to \|/ (. .) _________________________ooO_(_)_Ooo_____________________________ Mark Lacas mailto:mark@lacas.com Virtual Loft / Seattle HarborCam: http://www.loftcam.com/ SeattleStuff WebCommerce Community: http://www.seattlestuff.com/ ------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to .This message is sent to you because you are subscribed to the mailing list . To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to
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