Re: Writing Corrective Actions for customers?

[Keith Hood <klhra -at- yahoo -dot- com>]

I have to agree. I would very much like to find out
that I was wrong on this point, that asking the tech
writer to pen a letter to a customer was someone's
tacit admission that he's not good at stringing words
together. Or something that mild. But really...the
company has people who provide support, people who
manage that support, and people whose entire jobs
consist of handling customer relations. When there are
3 groups who would naturally be expected to to
interface with the customer about his problem, and all
3 of them are bypassed to give the job to someone
whose duties would normally never take them within 10
miles of a customer - something sounds *really* wrong
there. It may be the client company is headed toward a
very serious problem because it has some people in
important positions whose are industrial strength
clueless. 


> In that same vein, I think I agree about drifting
> job descriptions as a 
> bad sign, a cause for alertness. In my experience,
> it can be a symptom 
> leading to more work for fewer people (but higher
> short-term profits). 
> It always seems to go to far.



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