On 05/01/2007, at 7:24 PM, Andrew Magennis wrote:
Dear Peter,
You appear to be the only named contact for this new list and so I
write to you to make a few observations which I request that you
pass onto the list “owner”.
I have sent this to the GPCG list as this is where this new list
seemed to be launched and I also hope that the readers of this list
might also appreciate the comments.
In the first instance let me say that I have no particular problem
with the creation of a list to talk about any subject. Open
debate, generally speaking, is healthy and constructive.
However all involved ought to be aware that:
( 5 points of legalese encrusted, thinly veiled threats removed)
I hope you and potential subscribers to the list find this
information useful.
Also, I would like to encourage users of HCN software to consider
that communications directly to HCN would be a better way to advise
of problems and/or make suggestions for change. HCN has a number of
both formal and informal communication channels and endeavours to
use these to provide assistance to users and respond to
constructive feedback.
Nevertheless, I would hope that should any constructive critique
appear on the lists, that in your, or the list owners belief, would
assist HCN's users or others if they knew of it, that such critique
would be forwarded to the company as a matter of courtesy.
OK Andrew, thanks for tempering all of that with just a little common
sense.
I object to your allegations - I am not a contact for this list. I
don't own this server. I only offer my time to voluntary administer
the server that makes the list possible, along with 14 other mailing
lists, including ones devoted to discussion of other medical
software packages.
I was contacted by a person who wishes to remain anonymous - all I
know about he or she or them is that they are a practicing Australian
GP and a user of your software (I am neither). After some
consideration I agreed to create the list and suggested they
temporarily subscribe to this list to announce it. I put a condition
on their anonymity - that they not have any bias or perform any
moderation of the list. I also informed them that Horst would need to
approve these conditions when he returns to his voluntary duties.
As someone who works extensively with your employer's software, and
dislikes web based forums as a means of discussion, I agree that this
mailing list is a useful thing and have subscribed and engaged in
what has initially been very positive and constructive discussions. I
had considered setting up and administering this list myself a number
of times in the past, and recently considered implementing a new
Genie mailing list. I decided that your reaction would be hostile and
that it would not be worth the hassle, and have since engaged quite
positively in your web forum, although I find browsing it very slow
and tedious.
No-one has even had a whinge yet - would you believe it? Posts have
dealt with complicated issues that have been through your support
cycle without an adequate response. I'd be happy to detail these to
you once we have had the time to try and collectively debug them - in
fact I suggested to the list that we do just that.
The lesson from open source is what you really don't and probably
can't understand - users in co-operation know more about your
software than anyone on your payroll, and, once enabled through
technology and scaled, can offer superior and more responsive support
at no cost. This saves you money and improves your reputation - and
you don't have to do anything!
I don't doubt there'll be lots of whinging on the list of the type
that has seen users banned from your forums. The unofficial Locum and
Medtech32 lists often contain whinging and suggestions to migrate to
other software. Software house employees are members and so far
they've managed to not make any legal threats.
Your users are mature and intelligent people, I believe more so than
any large company, whose performance is aggregated and often limited
to the lowest common denominator. You do yourself and your company a
disservice by reacting in this fashion. You should be subscribing and
contributing positively yourself.
I know we clashed initially Andrew, but have a look at my posts on
this list and Nat-Div over the last couple of years - I've given your
software credit when due. As it and your support has improved, so has
my opinion. I've even started recommending your software when I think
it's the right choice - usually for small GP practices. Your hostile
reaction to a user who only wants to improve your user's experience
is just silly - you should be flattered.
Oh and tell your lawyers to stick it up their arse.
kind regards,
Peter Machell,
Himself.
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