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Subject:Re: Bit by my own department's work. From:Kelly Hoffman <kelly -at- NASHUA -dot- HP -dot- COM> Date:Fri, 8 Apr 1994 09:39:22 EDT
Jim Grey <jwg -at- ACD4 -dot- ACD -dot- COM> writes:
[customer calling Help Desk had question about password; Jim didn't know
the answer]
> So I opened the manual. The manual we wrote.
> It reads: "The parameter password for the supplier-only parameters is
> changing constantly. To obtain the appropriate password, call the ACD Help
> Desk."
> Fortunately, the customer found the situation amusing.
> Lesson learned: When you refer the reader to the Help Desk, make ferdamsure
> that the Help Desk is fully equipped with the information they need.
Excellent advice.
In a previous job, I did my best to keep references to "call Customer Support"
to an absolute minimum. In the few cases where it was unavoidable, I made
copies of the pages that referred to Support, highlighted the relevant areas,
and made sure each support person had a set.
This approach earned me mucho brownie points with the support folk,
(a) because there were so few references, and (b) I told 'em where
all the refs were. Since I needed these folks on my side, every
brownie point was useful.
kkh
Kelly K. Hoffman kelly -at- nashua -dot- hp -dot- com
Learning Products Engineer
Hewlett-Packard, Network Test Division "Reading the manual is
One Tara Blvd., Nashua, NH 03062 admitting defeat."
