On 13 Apr 2005 at 15:10, Diane Mackay wrote: > 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.
Sorry Diane but I can't. The problem is that in the normal help desk position you have a one to one, exclusive relationship with the user. There is no distraction with other issues. Also you know that you are accountable for the quality of your support and for your behaviour. Your job is on the line. The OOo lists are so different from this experience. I always try to behave on the list as would have done in my job. I focus on the user. Others, maybe, also play to the gallery. I try to be polite and helpful. I've seen others be rude and scathing about people's ignorance. I have no magic solutions for turning all participants into the type of support guy that I try to be. Or for turning the users list into more of a normal support experience. I think that the lists do a great job for techies and enthusiasts helping each other, but they generally fail the new user who doesn't understand the community way of working. Tony Pursell --------------------------------------------------------------------- To unsubscribe, e-mail: [EMAIL PROTECTED] For additional commands, e-mail: [EMAIL PROTECTED]
