On 6/3/04 5:51 AM, "John C. Welch" <[EMAIL PROTECTED]> wrote:
> 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. I agree, and I'll take it further than that. His is a case (I assume) where the tech support is one person who knows Macintosh and knows Entourage and where to find the MUD. In a case where the help desk is several people, most of whom are Windows-knowledgeable and only a few know anything about the Macintosh, much less one of the intricacies such as what the MUD is and where to find it, being able to quickly and easily make a reference (either by phone or internal web page) is extremely helpful. > Yes, users will forget. As will lesser-skilled tech support folks. -- 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/>
