What is the problem?

Post #171,034 by ben_tilly 8/26/04 11:38:15 AM Reply	What is the problem? Reading between the lines, it sounds like you had some network outages and people are rightfully upset about them. Their natural response is to ask for monitoring and prioritization tools. Their actual need is to have a reliable network. If I'm being asked to give insight into what I'm doing, my inclination is to give the monitoring that is easy to give, give some transparency into what is happening behind the scenes, but focus time and effort on making things reliable. The trap that you want to avoid is spending all of your time attending to minutia of questions from someone without a clue while not having time and resources to address the real problems. (All the while knowing that if the real problems were solved, you wouldn't be being given the fifth degree.) Ignore this point of view if the incompetence of the people who are supposed to be fixing the situation is your real problem. Cheers, Ben To deny the indirect purchaser, who in this case is the ultimate purchaser, the right to seek relief from unlawful conduct, would essentially remove the word consumer from the Consumer Protection Act - [link\|http://www.techworld.com/opsys/news/index.cfm?NewsID=1246&Page=1&pagePos=20\|Nebraska Supreme Court]
Post #171,051 by drewk 8/26/04 12:11:11 PM Reply	That's what I thought Barry could tell you the details of a recent issue I had. Suffice it to say I thought if I could fix the problem the questions would stop. They didn't. It's a trust issue. I just realized it's like OSS. Someone who uses Windows has no idea how it works. It just does. Until it doesn't. Then they want to know why. They're really not equipped to understand the answer. Then the local OSS evangelist comes along and says that if you've got the code you know what it's doing. The decision maker still isn't equipped to understand what he's seeing, but knowing that the information is available boosts trust. === Implicitly condoning stupidity since 2001.
Post #171,058 by Yendor 8/26/04 12:58:41 PM Reply	Use the source, Drook. -YendorMike "They that can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety." - Benjamin Franklin, 1759 Historical Review of Pennsylvania
Post #171,069 by ben_tilly 8/26/04 3:00:07 PM Reply	It has worked for me The questions don't just stop. They slowly trail off as people forget. It helps to establish a track record of proactively informing people when there might be a problem, and proactively informing people when you catch any existing problem (particularly if you caused it). Then they can find comfort in the fact that when things go wrong, you are their monitoring system. Cheers, Ben To deny the indirect purchaser, who in this case is the ultimate purchaser, the right to seek relief from unlawful conduct, would essentially remove the word consumer from the Consumer Protection Act - [link\|http://www.techworld.com/opsys/news/index.cfm?NewsID=1246&Page=1&pagePos=20\|Nebraska Supreme Court]
Post #171,133 by broomberg 8/26/04 7:33:00 PM Reply	Speaking of which What happened? Send email

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