Re: Expert tech support -- a fast and simple solution (long) ...
This WebDNA talk-list message is from 2000
It keeps the original formatting.
numero = 25985
interpreted = N
texte = The problem as I see it is the attitude displayed by the so called expert. Tech support is supposed to be for one and all. I have also seen where the experts reply was nothing more than saying why don't you understand that already. Mailing lists are the ideal vehicle for support. The problem is the so called experts wish to be in a category by themselves with special status. I have no problem with this if they or anyone else can pay for this type of support. Probably at least a $1000 dollars a year with a couple of free direct support questions and then a fee schedule after that per incident.The problem here is the so called experts don't really have a clue about support. Support is for everyone. I have been in support for about the last 25 years. A couple of things to remember is: 1. Their is no stupid question except the unasked question. 2. Everyone needs the same exact support, even the experts.Part of the problem here lies in the experts want extra help and no one else should get it unless, they deem it as necessary. It would also give them an upper hand in getting the jobs as they are now deemed the experts. Now how do you pick the experts? You could let the so called expert pick them. Or, in my opinion you all should be called experts.What it really comes down to is if you want to help then help everyone the same. If a tiered level help is necessary then charge for it. That way it is still available for all. Not just the proclaimed experts. This program was not sold just to experts. I seen nothing in the MacExpo booth that said experts only. It is sold to anyone that wants to buy it.Sorry for the rant and rave but I had my say. Just like the list implies WebCatalog Talk.Bennie -- ************************************** Bennie Warren LemooreNet 320 West D Street Lemoore, CA 93245 Phone: 559.924.5909 Fax 559.924.9578 bennie@lemoorenet.com http://www.lemoorenet.com ************************************** > From: Kenneth Grome
> Reply-To: (WebCatalog Talk) > Date: Fri, 7 Jan 2000 16:51:30 -1000 > 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:
The problem as I see it is the attitude displayed by the so called expert. Tech support is supposed to be for one and all. I have also seen where the experts reply was nothing more than saying why don't you understand that already. Mailing lists are the ideal vehicle for support. The problem is the so called experts wish to be in a category by themselves with special status. I have no problem with this if they or anyone else can pay for this type of support. Probably at least a $1000 dollars a year with a couple of free direct support questions and then a fee schedule after that per incident.The problem here is the so called experts don't really have a clue about support. Support is for everyone. I have been in support for about the last 25 years. A couple of things to remember is: 1. Their is no stupid question except the unasked question. 2. Everyone needs the same exact support, even the experts.Part of the problem here lies in the experts want extra help and no one else should get it unless, they deem it as necessary. It would also give them an upper hand in getting the jobs as they are now deemed the experts. Now how do you pick the experts? You could let the so called expert pick them. Or, in my opinion you all should be called experts.What it really comes down to is if you want to help then help everyone the same. If a tiered level help is necessary then charge for it. That way it is still available for all. Not just the proclaimed experts. This program was not sold just to experts. I seen nothing in the MacExpo booth that said experts only. It is sold to anyone that wants to buy it.Sorry for the rant and rave but I had my say. Just like the list implies WebCatalog Talk.Bennie -- ************************************** Bennie Warren LemooreNet 320 West D Street Lemoore, CA 93245 Phone: 559.924.5909 Fax 559.924.9578 bennie@lemoorenet.com http://www.lemoorenet.com ************************************** > From: Kenneth Grome > Reply-To: (WebCatalog Talk) > Date: Fri, 7 Jan 2000 16:51:30 -1000 > 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
Bennie Warren
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