I stand (sit) corrected. My apologies :)
Evan
-----Original Message-----
From: Elizabeth Zwicky [mailto:[EMAIL PROTECTED]]
Sent: Monday, June 12, 2000 7:53 PM
To: Evan Brastow; [EMAIL PROTECTED]
Cc: [EMAIL PROTECTED]
Subject: RE: [OT] L0pht crack policy
Periodically, I have to point out that Barb was quoting
Paul Evans, and Paul was quoting me. (It is relatively
hard to figure this out, as Barb attributed the quote to
Paul, and you have to go back to Paul's original article
to get the whole story.)
Elizabeth Zwicky
[EMAIL PROTECTED]
> -----Original Message-----
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED]]
> Sent: Monday, June 12, 2000 3:41 PM
> To: [EMAIL PROTECTED]
> Cc: [EMAIL PROTECTED]
> Subject: RE: [OT] L0pht crack policy
>
>
> Yep -
> "If users are made to understand that the system
> administrator's job is to
> make computers run, and not to make them happy, they can, in
> fact, be made
> happy most of the time. If users are allowed to believe that
> the system
> administrator's job is to make them happy, they can, in fact,
> never be made
> happy." - Barb Dijker in "Managing Support Staff", LISA '97
>
> (And I wholeheartedly agree)
>
> Evan
>
> -----Original Message-----
> From: Bennett Todd [mailto:[EMAIL PROTECTED]]
> Sent: Monday, June 12, 2000 6:00 PM
> To: Jesus Gonzalez
> Cc: [EMAIL PROTECTED]
> Subject: Re: [OT] L0pht crack policy
>
> 2000-06-12-17:47:31 Jesus Gonzalez:
> > [ User breaks machine, asks IT to fix it, had changed admin
> > passwd, refused to give his private admin passwd to IT ]
> > It was at this point that we had no choice but to fix his machine
> > and lock it down.
>
> Nope, it's at that point that you wandered into trouble, and
> ultimately ruined things.
>
> When you discovered he had whacked his own box, and was intending
> to keep you locked out, the response to "please fix my computer"
> becomes "No".
>
> Combined with a formal complaint routed to his manager, citing the
> violations of company policy, that should have ended the problem for
> you: either this person would no longer be demanding your support,
> or else they'd behave.
>
> > Again, giving him all the tools he needs, AND even willing to
> > install any software he feels is necessary. That's it. We're not
> > unreasonable by any means.
>
> That's your problem. Effective support requires being unreasonable,
> sometimes. I forget just where I read it, but I recall someone
> describing the job of systems admin, and saying something like "your
> job is to make their computers work well and help them get their
> work done. Your job is not to make them like you. If you try to make
> them like you, you'll fail --- and their computers won't work."
> Anybody know whose quote where I'm sorta vaguely half-remembering?
>
> -Bennett
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