Expert tech support -- a fast and simple solution (long) ...
This WebDNA talk-list message is from 2000
It keeps the original formatting.
numero = 25976
interpreted = N
texte = John and everyone,Thanks for this thread, I think the following outlines a simple and elegant solution for people like myself who are relative experts using the webdna language. This solution effectively deals with PCS's limited resources, and in fact it creates MORE TIME for John, Jay and Grant to answer our expert tech support questions:Initial responsibility:1- PCS creates a new talk list, proposed title: webdna-experts.2- Only expert webdna programmers should be allowed to subscribe and post messages to the webdna-experts list. There are perhaps a dozen of us, maybe a few more, who might be authorized to subscribe to and post messages to this new list. The general public should NOT be allowed to subscribe.3- If any subscriber abuses his/her privilege of posting to this list, the list mom can remove that person from the list. I prefer John Hill to be the 'list mom' for this list -- because of his fairness and his desire to improve the quality of expert tech support which is currently lacking.Using the webdna-experts list would work as follows:1- John, Jay and Grant from PCS would all subscribe to and monitor this 'expert' list. SM tech support should also monitor this list, although SM tech support should *not* answer questions. Remember, this list is *only* for questions that cannot be answered definitively by anyone else OTHER THAN those at PCS who actually know the internal webcatalog code and how it is supposed to work.2- John, Jay and Grant would decide among themselves who will answer each question posted to this list. Whomever answers should answer promptly and correctly -- that's the key to good tech support.3- When a thread is completed on this list, SM tech support should immediately rewrite it and add the pertinent rewritten data to the online FAQ's.4- SM tech support should also include this information -- in the proper location --in the next revision of the HTML docs and/or the WebCatalogManual.pdf file as appropriate.5- If the information in a thread might affect all webcat users and not just a handful of so-called 'experts', SM tech support should repost the pertinent data to the WebDNA-Talk list immediately. This will insure that everyone receives critical information promptly, as well as insuring that it appears in the searchable WebDNA-Talk archives.6- As long as I am subscribed to the webdna-experts list, I will agree to be the 'gateway' person for the WebDNA-Talk list. In other words, when a non-expert posts a question on WebDNA-Talk that only John, Jay or Grant can answer, I will repost that question to the expert list on behalf of the original author.Benefits to this system:1- By using so-called experts to foreard 'expert' messages from WebDNA-Talk to webdna-expert, John, Jay and Grant no longer need to subscribe to WebDNA-Talk. Thus they can save themselves some time, which can be put to better use elsewhere -- such as answering our expert tech support questions.2- SM tech support will further reduce the work load John, Jay and Grant normally handle themselves by distributing the information provided on the webdna-expert talk list to the FAQ's, the online docs and the WebCatalogManual.pdf file -- so that it is properly DOCUMENTED in the next release of webcatalog.3- Better webcatalog documentation is very important. As we all know, there are MANY questions asked on the talk list that would not be asked if the docs were better. SM's tech support people seems determined to improve this situation, so let's help them ...Conclusion:I think this solution offers a very low-cost (in terms of time and effort) solution that will quickly restore our ability to get the expert answers we need, provided John, Jay and Grant can commit to answering the questions posted to the webdna-expert talk list promptly and correctly.================================ Kenneth Grome, WebDNA Consultant 808-737-6499, http://webdna.net ================================------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to
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Associated Messages, from the most recent to the oldest:
John and everyone,Thanks for this thread, I think the following outlines a simple and elegant solution for people like myself who are relative experts using the webdna language. This solution effectively deals with PCS's limited resources, and in fact it creates MORE TIME for John, Jay and Grant to answer our expert tech support questions:Initial responsibility:1- PCS creates a new Talk List, proposed title: webdna-experts.2- Only expert webdna programmers should be allowed to subscribe and post messages to the webdna-experts list. There are perhaps a dozen of us, maybe a few more, who might be authorized to subscribe to and post messages to this new list. The general public should NOT be allowed to subscribe.3- If any subscriber abuses his/her privilege of posting to this list, the list mom can remove that person from the list. I prefer John Hill to be the 'list mom' for this list -- because of his fairness and his desire to improve the quality of expert tech support which is currently lacking.Using the webdna-experts list would work as follows:1- John, Jay and Grant from PCS would all subscribe to and monitor this 'expert' list. SM tech support should also monitor this list, although SM tech support should *not* answer questions. Remember, this list is *only* for questions that cannot be answered definitively by anyone else OTHER THAN those at PCS who actually know the internal webcatalog code and how it is supposed to work.2- John, Jay and Grant would decide among themselves who will answer each question posted to this list. Whomever answers should answer promptly and correctly -- that's the key to good tech support.3- When a thread is completed on this list, SM tech support should immediately rewrite it and add the pertinent rewritten data to the online FAQ's.4- SM tech support should also include this information -- in the proper location --in the next revision of the HTML docs and/or the WebCatalogManual.pdf file as appropriate.5- If the information in a thread might affect all webcat users and not just a handful of so-called 'experts', SM tech support should repost the pertinent data to the WebDNA-Talk List immediately. This will insure that everyone receives critical information promptly, as well as insuring that it appears in the searchable WebDNA-Talk archives.6- As long as I am subscribed to the webdna-experts list, I will agree to be the 'gateway' person for the WebDNA-Talk List. In other words, when a non-expert posts a question on WebDNA-Talk that only John, Jay or Grant can answer, I will repost that question to the expert list on behalf of the original author.Benefits to this system:1- By using so-called experts to foreard 'expert' messages from WebDNA-Talk to webdna-expert, John, Jay and Grant no longer need to subscribe to WebDNA-Talk. Thus they can save themselves some time, which can be put to better use elsewhere -- such as answering our expert tech support questions.2- SM tech support will further reduce the work load John, Jay and Grant normally handle themselves by distributing the information provided on the webdna-expert Talk List to the FAQ's, the online docs and the WebCatalogManual.pdf file -- so that it is properly DOCUMENTED in the next release of webcatalog.3- Better webcatalog documentation is very important. As we all know, there are MANY questions asked on the Talk List that would not be asked if the docs were better. SM's tech support people seems determined to improve this situation, so let's help them ...Conclusion:I think this solution offers a very low-cost (in terms of time and effort) solution that will quickly restore our ability to get the expert answers we need, provided John, Jay and Grant can commit to answering the questions posted to the webdna-expert Talk List promptly and correctly.================================ Kenneth Grome, WebDNA Consultant 808-737-6499, http://webdna.net ================================------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to .This message is sent to you because you are subscribed to the mailing list . To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to
Kenneth Grome
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