|01-27-2013, 04:49 PM||#91|
Join Date: Aug 2011
|01-27-2013, 06:09 PM||#92|
Join Date: Mar 2007
Location: Brighton, England
Device: Sony PRS-T1, Kindle 3G, Kindle DX
Rather than them being too stupid to use it, maybe it is a case of use being too stupid to keep it working. If something goes wrong with my systems, then I deserve a kicking, our users probably can't do anything to deflate the team, because we will know at that point that we have screwed up, and we will be gutted by it - we expect our users to not be positive, we failed them.
When my shower breaks I am not really very good at fixing it - I can tell a plumber that water doesn't come out when I turn the tap, that it stopped while I was away for the weekend, and that the rest of the taps work. That is about all I can say to help, and I suspect my shower is a lot more straightforward than even a fairly basic software system.
It is my plumbers job to fix my shower, I can try to help, but most of the time s/he'll just want me to get lost. It is my job to keep my users tools running. It is any system providers job to provide useable tools that do what they should.
|01-28-2013, 05:55 AM||#93|
Join Date: Nov 2011
Device: Nexus 7, Lumia 925, Kobo Vox (Retired)
Instead of just saying it's broke, fix it, give a few details
If your shower was broke, you gave some details of the issue to the plumber, not just phoned him and said "my shower is broke, fix it"
I work in support so know it is hard to get information from people, but some basics really do help
instead of saying
"When I read a book on my Kobo it freezes"
change it to
"When I read 'name of book' it freezes"
**most of that a general reply to thread, just quoted you to comment on plumber example
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