In a message dated 2009.11.16 14:53 -0500, Barbara Duprey wrote:
... I agree that brevity here is desirable. But there are some differences I see as substantial, so let's discuss them. * The fact that the responses come from volunteers, not a paid support staff, I think is significant -- most of these people will be unaware of that, and many may have been directed to the list as paid support from one of the rogue sites that sell OOo. I think this knowledge will color all their further dealings with the list.
Good point! - yes, I had not considered that. It should be mentioned.
* They need to be aware that a single users-thread message will probably not be sufficient. If that isn't explicitly stated, they may well think that they will continue to get new copies of the digest whenever a new message is posted (and I really wish that were so!).
Yes. And if it were so, then we would not need to do any of this. Hmm...
* The terminology of "digest," "thread," "post" is very likely to be unfamiliar. Hence my description of what to expect.
True, though there may be a limit to how much hand-holding can be done. IAC, I tried to introduce the words in a self-evident context (but may not have succeeded).
* Reading each message from its attached file is more cumbersome than reading the inline messages, and there may well be no need for them ever to open an attachment. If they get their answer with no need to follow up, why complicate things for them?
Ah. I thought the thread digest was the essence of this approach. Of course, if it's not needed...
* As we've seen elsewhere on this thread, depending on the person's mail client and the environment from which they are posting, the attachments may not be passed on, and even the digest message may be blocked. They need to have information about what to do in that case, hence my reference to a linked article.
Yes, I did think that needed to be there, and was not in my version.
* The most natural action for most people is Reply; that will work from an attachment, as I described, as will Reply All. But I think they need to be warned not to reply (either way) to the digest message -- that would just go to users-help.
Actually, I don't believe that Reply will work; it will send a message to a poster rather than to the list. Reply All will at least CC:list, but will still go to individual email as well, unless the To: is deleted.
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