Steve Kopischke wrote:
Diane Mackay said the following:
[...]
Then how do we improve the existing support system?
By identifying the places where improvement is needed, in a way that is broken
down into small issues, then address each issue as it's own item. The result
should be an improved support system.
Others in this thread somewhere suggested they had experience with help desk
type support. Maybe they too can provide some guidance that shows how this can
be accomplished. Ric I think was one of them... In fact, he suggested some
possible issues in his (first) response to this thread. Maybe it is time to
fish-bone the potential issues, so that they can be sorted and addressed, item
by item.
There are indications that there are elements that need to be changed or improved.
Might we have to accept the possibility that the support system won't be able
to meet the needs of every user?
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.
Diane
Have you ever worked retail? I spent some time as a sales associate and later as a manager of a Radio Shack store. I can tell you from experience that some people are just plain stupid -- at least about technology. Often they are so lost they can't even form a coherent question.
And a corrolary to this is that a certain percentage of people are just assholes. I realize that is an impolite and politically incorrect term but it still is true.
The first group of people are very difficult to help and the second group isn't worth bothering with. And we've all seen examples of both kinds on the user's group.
So I would say that your expectation of helping ALL users satisfactorily is laudable, but plainly unattainable. A good goal, but don't beat yourself up about not always meeting it.
Rod
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