Re: Expert tech support -- a fast and simple solution (long) ...
This WebDNA talk-list message is from 2000
It keeps the original formatting.
numero = 25977
interpreted = N
texte = I second this idea and would like to help in any way I can.Jesse Williams Proudman - NineWire Production http://www.ninewire.com <-> Jesse@ninewire.com Innovative and Creative Web Design and Hosting> -----Original Message----- > From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > Behalf Of Kenneth Grome > Sent: Friday, January 07, 2000 6:52 PM > To: WebCatalog Talk > Subject: Expert tech support -- a fast and simple solution (long) ... > > > John and everyone, > > Thanks for this thread, I think the following outlines a simple > and elegant solution for people like myself who are relative > experts using the webdna language. This solution effectively > deals with PCS's limited resources, and in fact it creates MORE > TIME for John, Jay and Grant to answer our expert tech support questions: > > > > Initial responsibility: > > 1- PCS creates a new talk list, proposed title: webdna-experts. > > 2- Only expert webdna programmers should be allowed to subscribe > and post messages to the webdna-experts list. There are perhaps > a dozen of us, maybe a few more, who might be authorized to > subscribe to and post messages to this new list. The general > public should NOT be allowed to subscribe. > > 3- If any subscriber abuses his/her privilege of posting to this > list, the list mom can remove that person from the list. I prefer > John Hill to be the 'list mom' for this list -- because of his > fairness and his desire to improve the quality of expert tech > support which is currently lacking. > > > > Using the webdna-experts list would work as follows: > > 1- John, Jay and Grant from PCS would all subscribe to and > monitor this 'expert' list. SM tech support should also monitor > this list, although SM tech support should *not* answer > questions. Remember, this list is *only* for questions that > cannot be answered definitively by anyone else OTHER THAN those > at PCS who actually know the internal webcatalog code and how it > is supposed to work. > > 2- John, Jay and Grant would decide among themselves who will > answer each question posted to this list. Whomever answers should > answer promptly and correctly -- that's the key to good tech support. > > 3- When a thread is completed on this list, SM tech support > should immediately rewrite it and add the pertinent rewritten > data to the online FAQ's. > > 4- SM tech support should also include this information -- in the > proper location --in the next revision of the HTML docs and/or > the WebCatalogManual.pdf file as appropriate. > > 5- If the information in a thread might affect all webcat users > and not just a handful of so-called 'experts', SM tech support > should repost the pertinent data to the WebDNA-Talk list > immediately. This will insure that everyone receives critical > information promptly, as well as insuring that it appears in the > searchable WebDNA-Talk archives. > > 6- As long as I am subscribed to the webdna-experts list, I will > agree to be the 'gateway' person for the WebDNA-Talk list. In > other words, when a non-expert posts a question on > WebDNA-Talk that only John, Jay or Grant can answer, I will > repost that question to the expert list on behalf of the original author. > > > > Benefits to this system: > > 1- By using so-called experts to foreard 'expert' messages from > WebDNA-Talk to webdna-expert, John, Jay and Grant no longer > need to subscribe to WebDNA-Talk. Thus they can save > themselves some time, which can be put to better use elsewhere -- > such as answering our expert tech support questions. > > 2- SM tech support will further reduce the work load John, Jay > and Grant normally handle themselves by distributing the > information provided on the webdna-expert talk list to the FAQ's, > the online docs and the WebCatalogManual.pdf file -- so that it > is properly DOCUMENTED in the next release of webcatalog. > > 3- Better webcatalog documentation is very important. As we all > know, there are MANY questions asked on the talk list that would > not be asked if the docs were better. SM's tech support people > seems determined to improve this situation, so let's help them ... > > > > Conclusion: > > I think this solution offers a very low-cost (in terms of time > and effort) solution that will quickly restore our ability to get > the expert answers we need, provided John, Jay and Grant can > commit to answering the questions posted to the webdna-expert > talk list promptly and correctly. > > ================================ > 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 > ------------------------------------------------------------- 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:
I second this idea and would like to help in any way I can.Jesse Williams Proudman - NineWire Production http://www.ninewire.com <-> Jesse@ninewire.com Innovative and Creative Web Design and Hosting> -----Original Message----- > From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > Behalf Of Kenneth Grome > Sent: Friday, January 07, 2000 6:52 PM > To: WebCatalog Talk > Subject: Expert tech support -- a fast and simple solution (long) ... > > > John and everyone, > > Thanks for this thread, I think the following outlines a simple > and elegant solution for people like myself who are relative > experts using the webdna language. This solution effectively > deals with PCS's limited resources, and in fact it creates MORE > TIME for John, Jay and Grant to answer our expert tech support questions: > > > > Initial responsibility: > > 1- PCS creates a new Talk List, proposed title: webdna-experts. > > 2- Only expert webdna programmers should be allowed to subscribe > and post messages to the webdna-experts list. There are perhaps > a dozen of us, maybe a few more, who might be authorized to > subscribe to and post messages to this new list. The general > public should NOT be allowed to subscribe. > > 3- If any subscriber abuses his/her privilege of posting to this > list, the list mom can remove that person from the list. I prefer > John Hill to be the 'list mom' for this list -- because of his > fairness and his desire to improve the quality of expert tech > support which is currently lacking. > > > > Using the webdna-experts list would work as follows: > > 1- John, Jay and Grant from PCS would all subscribe to and > monitor this 'expert' list. SM tech support should also monitor > this list, although SM tech support should *not* answer > questions. Remember, this list is *only* for questions that > cannot be answered definitively by anyone else OTHER THAN those > at PCS who actually know the internal webcatalog code and how it > is supposed to work. > > 2- John, Jay and Grant would decide among themselves who will > answer each question posted to this list. Whomever answers should > answer promptly and correctly -- that's the key to good tech support. > > 3- When a thread is completed on this list, SM tech support > should immediately rewrite it and add the pertinent rewritten > data to the online FAQ's. > > 4- SM tech support should also include this information -- in the > proper location --in the next revision of the HTML docs and/or > the WebCatalogManual.pdf file as appropriate. > > 5- If the information in a thread might affect all webcat users > and not just a handful of so-called 'experts', SM tech support > should repost the pertinent data to the WebDNA-Talk List > immediately. This will insure that everyone receives critical > information promptly, as well as insuring that it appears in the > searchable WebDNA-Talk archives. > > 6- As long as I am subscribed to the webdna-experts list, I will > agree to be the 'gateway' person for the WebDNA-Talk List. In > other words, when a non-expert posts a question on > WebDNA-Talk that only John, Jay or Grant can answer, I will > repost that question to the expert list on behalf of the original author. > > > > Benefits to this system: > > 1- By using so-called experts to foreard 'expert' messages from > WebDNA-Talk to webdna-expert, John, Jay and Grant no longer > need to subscribe to WebDNA-Talk. Thus they can save > themselves some time, which can be put to better use elsewhere -- > such as answering our expert tech support questions. > > 2- SM tech support will further reduce the work load John, Jay > and Grant normally handle themselves by distributing the > information provided on the webdna-expert Talk List to the FAQ's, > the online docs and the WebCatalogManual.pdf file -- so that it > is properly DOCUMENTED in the next release of webcatalog. > > 3- Better webcatalog documentation is very important. As we all > know, there are MANY questions asked on the Talk List that would > not be asked if the docs were better. SM's tech support people > seems determined to improve this situation, so let's help them ... > > > > Conclusion: > > I think this solution offers a very low-cost (in terms of time > and effort) solution that will quickly restore our ability to get > the expert answers we need, provided John, Jay and Grant can > commit to answering the questions posted to the webdna-expert > Talk List promptly and correctly. > > ================================ > 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 > ------------------------------------------------------------- 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
Jesse Williams Proudman
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