Re: At what point can I pass the buck?

["Gene Kim-Eng" <techwr -at- genek -dot- com>]

I would check to ensure the documentation is correct and is sufficiently clear 
that it is not being misread.  Once I'm confident that that's the case, then 
unless
the anomaly is so obvious that it's staring me in the face, I'd pass the 
question on to the SMEs to determine what the problem is.  The "why" should 
always come from the SMEs.

Gene Kim-Eng


----- Original Message ----- 
From: "Downing, David" <david -dot- downing -at- Fiserv -dot- com>
But some of the questions I'm getting are on the order of, "The documentation 
says it's supposed to work this way, but that contradicts what's happening when 
the client tries to do such-and-such. Is the product misbehaving, is the 
documentation wrong, or am I misreading the documentation?"

Of course, if the documentation is inaccurate or ambiguous, I need to know that, 
but to what extent is it my responsibility to explain why the product is 
(possibly) behaving in an anomalous fashion. At what point am I justified in 
passing the buck to the SME?


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