Re: Expert tech support -- a fast and simple solution (long) ...
This WebDNA talk-list message is from 2000
It keeps the original formatting.
numero = 25978
interpreted = N
texte = I think. . . if I'm not mistaken, the Expert List would be able to support the regular list. I believe it's creation was to post really tough questions that need to be immediately read by the actual DEVELOPERS @ Smith Micro. Say you aren't an Expert and you have a question that you believe should be on that list, you could email it to one of the experts who would then post it to the list if they can't answer it - The expert list would be some one of just a moderated WebCat list.Am I right here at all Ken?Jesse Williams Proudman - NineWire Production http://www.ninewire.com <-> Jesse@ninewire.com Innovative and Creative Web Design and Hosting> -----Original Message----- > From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > Behalf Of Kim Ingram > Sent: Friday, January 07, 2000 11:54 PM > To: WebCatalog Talk > Subject: Re: Expert tech support -- a fast and simple solution (long) > ... > > > So what about improved tech support for the NON-expert? Usually, those of > you who might be considered Experts...and by who's standard's I'm not sure > (because I'm certainly not and Expert)....are the ones who answer our > questions. Although you don't get paid for providing better tech > support...the fact is you do. So, if you guys clan your knowledge...most > other Non-Experts (such as myself) are going to be in the exact situation > you are so hating right now. > > To be honest with you, I have tons of questions all the time, and I'm > simply embarassed to ask them...because most threads on this list begin > with more knowledge than I have myself. I manage. My arguement is > this...I paid the same price as the Experts, I use the same product as the > Expert, and I somewhat rely on that investment for some type of return. > > Not to sound hateful or disapproving, I would love to see a fair and > friendly solution...but I would like to see that solution for everyone. > Perhaps I misunderstood your solution Ken, but unfortunately I do not have > one I myself to suggest. > > Kim > > > > At 06:58 PM 1/7/00 -0800, you wrote: > >I second this idea and would like to help in any way I can. > > > >Jesse Williams Proudman - NineWire Production > > http://www.ninewire.com <-> Jesse@ninewire.com > > Innovative and Creative Web Design and Hosting > > > >> -----Original Message----- > >> From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > >> Behalf Of Kenneth Grome > >> Sent: Friday, January 07, 2000 6:52 PM > >> To: WebCatalog Talk > >> Subject: Expert tech support -- a fast and simple solution (long) ... > > >> > >> > >> 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 > >> > > > >------------------------------------------------------------- > >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 > > > > ****************************************************************** > ********* > What you are speaks so loud that I cannot hear what you say. > - Ralph Waldo Emerson (1803-1882) - Philosopher and Writer - > > > ------------------------------------------------------------- > 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 > ------------------------------------------------------------- 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
Associated Messages, from the most recent to the oldest:
I think. . . if I'm not mistaken, the Expert List would be able to support the regular list. I believe it's creation was to post really tough questions that need to be immediately read by the actual DEVELOPERS @ Smith Micro. Say you aren't an Expert and you have a question that you believe should be on that list, you could email it to one of the experts who would then post it to the list if they can't answer it - The expert list would be some one of just a moderated WebCat list.Am I right here at all Ken?Jesse Williams Proudman - NineWire Production http://www.ninewire.com <-> Jesse@ninewire.com Innovative and Creative Web Design and Hosting> -----Original Message----- > From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > Behalf Of Kim Ingram > Sent: Friday, January 07, 2000 11:54 PM > To: WebCatalog Talk > Subject: Re: Expert tech support -- a fast and simple solution (long) > ... > > > So what about improved tech support for the NON-expert? Usually, those of > you who might be considered Experts...and by who's standard's I'm not sure > (because I'm certainly not and Expert)....are the ones who answer our > questions. Although you don't get paid for providing better tech > support...the fact is you do. So, if you guys clan your knowledge...most > other Non-Experts (such as myself) are going to be in the exact situation > you are so hating right now. > > To be honest with you, I have tons of questions all the time, and I'm > simply embarassed to ask them...because most threads on this list begin > with more knowledge than I have myself. I manage. My arguement is > this...I paid the same price as the Experts, I use the same product as the > Expert, and I somewhat rely on that investment for some type of return. > > Not to sound hateful or disapproving, I would love to see a fair and > friendly solution...but I would like to see that solution for everyone. > Perhaps I misunderstood your solution Ken, but unfortunately I do not have > one I myself to suggest. > > Kim > > > > At 06:58 PM 1/7/00 -0800, you wrote: > >I second this idea and would like to help in any way I can. > > > >Jesse Williams Proudman - NineWire Production > > http://www.ninewire.com <-> Jesse@ninewire.com > > Innovative and Creative Web Design and Hosting > > > >> -----Original Message----- > >> From: WebCatalog Talk [mailto:WebDNA-Talk@talk.smithmicro.com]On > >> Behalf Of Kenneth Grome > >> Sent: Friday, January 07, 2000 6:52 PM > >> To: WebCatalog Talk > >> Subject: Expert tech support -- a fast and simple solution (long) ... > > >> > >> > >> 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 > >> > > > >------------------------------------------------------------- > >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 > > > > ****************************************************************** > ********* > What you are speaks so loud that I cannot hear what you say. > - Ralph Waldo Emerson (1803-1882) - Philosopher and Writer - > > > ------------------------------------------------------------- > 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 > ------------------------------------------------------------- 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
Jesse Williams Proudman
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