Hi Marielle,
Thank you for taking the time to explain what you meant, if has made
things a lot easier for me to understand.
I guess it's all down to your background and experience. I am used to
working for and having my own company that is customer and quality
focused, as well as dealing with companies that provide this kind of
service level. Whereas I suppose if you come from a more academic
background and/or are not used to and don't have the experience in
providing good developer/customer relations you will have a totally
different way of doing things.
Thanks again, that really did make all the difference in
understanding the thought processes/reasoning behind a lot of things
that go on in the wonderful world of RunRev!
Take Care and All the Best
Dave
On 12 Mar 2007, at 14:01, Marielle Lange wrote:
Dave,
Can't you see the sense in this?
The recommendations made to you to add an entry to the database are
not because we believe your recommendations are any inappropriate.
If you take me, for instance, in complete contradiction with what I
told you (the big and small stone), when recently Klaus signaled me
a problem with a broken link on my webpage, I went on to fix it
immediately. In fact, I even toke the opportunity to run a full
check and correct all other errors on that page. Toke me 10 minutes.
It's not that you are not right. It's that other persons believe
that an approach different than the one you recommend is a better
fit to them.
What we tried to tell you is that if you want your comments to be
taken into account, there is only one way... add an entry to the
database. It's not guaranteed the change will be implemented any
soon. What is guaranteed, however, is that problems that are
signaled on this list won't be taken into account.
Marielle
On 12 Mar 2007, at 12:31, Dave wrote:
Well, be done with it then! No one forced you to take part in the
discussion it was your choice. All I am saying that for these
small changes that only affect the online docs, it would make much
more sense to just do them, rather than add them to a list. The
reason I say this is from recent experience:
A couple of months ago one of my customers contacted me about the
content of one of the fields in an information dialog. The text
was worded such that it was possible misunderstand what was being
said and that could lead to records by being deleted by mistake
from a database. I corrected it there and then and had a new
version for them within an hour. I could do this since I knew it
would not affect any other part of the system since it was just
displayed text and contained no logic and was not referenced by
any other part of the system. It was so like the case of the
"rename" and "delete array item" documentation gliches that it
sprang to mind immediately. The benefits of this approach are:
1. There is no need to waste time adding it to a database.
2. There is no need to waste time checking the database.
3. The customer is impressed with the speedy response and this in
turn generates a feeling of "being looked after" and customer
loyalty.
4. It is one less thing to worry about.
Of course I can understand the need to have a database to track
problems that contain logic and implication else where in the
system. But for simple things like the cases I mention is it a lot
better to just do them.
Can't you see the sense in this?
All the Best
Best regards,
Marielle
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