On 6/2/04 10:00 PM, "Entourage:mac Talk" <[EMAIL PROTECTED]> wrote:
>> There is something to be said on multiple levels, support being foremost, >> about knowing exactly where to look for something. > > I don't find this line of reasoning quite as persuasive. One could simply > ask the user to look at the relevant preference setting in order to > determine where Entourage thinks the MUD folder is located. You've never done tech support for any length of time. Right at this moment, I have one user who is quite literally unable to translate words in the phone to actions on her machine. She calls, I just fog out what she says until I get a pause, and then I say "I'll be right there" or "hold on, let me tunnel into your mac and take a look". At least if I know where things are always going to be, it's much easier to check for things. Yes, users will forget. They forget their passwords. They forget their usernames. Even when the username is their name. And it is always my fault for not setting up the machine to read their minds. If I could, they'd all have etch-a-sketches. john -- Catapultam habeo. Nisi pecuniam omnem mihi dabis, ad caput tuum saxum immane mittam. (I have a catapult. Give me all the money, or I will fling an enormous rock at your head.) Jeff La Grua -- To unsubscribe: <mailto:[EMAIL PROTECTED]> archives: <http://www.mail-archive.com/entourage-talk%40lists.letterrip.com/> old-archive: <http://www.mail-archive.com/entourage-talk%40lists.boingo.com/>
