Diane Mackay said the following on :
Yes, I think Daniel and I were looking at the same coin from two different sides.
See Daniel, here too suggests that the expectations may be too high. I can see
after reading Steve's message again, that I drew my conclusion about my own
expectations from both your's and Steve's responses... I think that I drew a
fair conclusion, considering two posts and my own very real high expectations.
I, too, have very high expectations. However, after a number of years providing customer support in quite a few areas, I learned that you have to draw realistic boundaries or you eventually end up trying to do everything for everyone.
I like your suggestion that it is perhaps time to diagram some of the concepts. Your further suggestion that such a process be driven by some with help desk expertise is equally sound. Can you suggest an electronic, collaborative environment where such a diagramming dialogue can take place?
oldgnome
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