On 27-Jan-2010, at 14:07, Thomas McQuillan wrote:
>
> Show of hands. How many people on this list have spoken to 'an
> administrator' about their email recently?
Not in 15 years. Well, except that one time when I had a really high fever and
was semi-delirious. At least other people said I was talking to myself…
On 27-Jan-2010, at 14:09, John C. Welch wrote:
> Do you want a weekly or monthly breakdown of the strange support calls I get?
> Employees only, or the CEO's mother too?
But that wasn't the question. We aren't targeting Letters at users, we're
targeting it at PowerUsers.
On 27-Jan-2010, at 14:11, TGC wrote:
> Email is by far the most common issue my users come to me about.
Yep, again, not the question that was asked.
The last time I talked to an admin about my email was when I had to have
someone remove a 10MB file from my mailbox so that I could check mail. That
was… 1992? 1994?
But then again, I've been an admin since about 1995 (and a SysOp before that!)
and have been running my own servers since then and supporting other users
since 2001. The vast majority of email queries I get are "I didn't get this
email" or "I can't login with *mumble* client."
With the first I will check the logs and say either "yes you did get the email"
or "The email never arrived" and with the latter I will see if they can login
via webmail and if they followed the step-by-step instructions on the web site
for how to setup their clients. The answer to the first is *always* "Yes" and
to the second is *always* "No."
The other calls are "I accidentally deleted this important email", so I get to
recover it from the backup spool. This is lots of fun because usually the
person can't tell me the address it came from ("It was from Bob at Acme, Inc.
Or maybe my mom."), has only the vaguest recollection of what the subject might
be ("Something about rocket-proppelled skates, maybe?"), and that's usually
wrong, and can sometimes, with prodding, narrow down the date the message was
received to a six-week span. I can usually still find it with some creative
use of grep, and which point I drop it back into their INBOX/new/
--
"Hi Dad! It's 3am, do you know where I am?"
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