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Subject:Re: nice way to word a nasty warning From:John Posada <jposada01 -at- YAHOO -dot- COM> Date:Wed, 16 Jun 1999 09:33:29 -0700
The way it has been handled at other companies I've
been at:
Publish a list of the supported applications within
your organization. Make it obvious...do you have a
support web page? How about a menu selection on the
automated voice system.
i.e., "Press 3 to hear a list of supported
applications."
Inform the users that help incidents will be
prioritized in such a way that if the support call is
on one of these supported apps, assistance will be at
the time of the call. Assistance on unsupported apps
will be (you pick the one that works best for your
situation):
- non-existent
- handled on a first come, first served basis
- handled on a call-back when workload allows
- handled at the time of the call at $50 per hour, 6
minute increments ($5 per increment), 18 minutes
minimum.
- you make one up
--- "Comeau, Lisa" <Lisa -dot- Comeau -at- MOH -dot- GOV -dot- ON -dot- CA> wrote:
> I'm working on an internal tips book for computer
> users. It gives them steps
> to take to solve their own problems before they call
> our swamped helpdesk.
> (It covers things like changing expired passwords,
> trouble logging on to the
> network, printer error messages, and so on.)
>
> I need to get across the idea that if you install
> your own software, or
> download stuff from the 'net, you will be put last
> on the support list. I
> have a few problems, though.
>
> 1) I can't come out and say "If you have
> non-standard onfiguratiopn,
> everyone at the HelpDesk will know, and you'll be
> the absolute dead last
> person to get help for the day".
>
> 2) This is a Government office we're talking about,
> and even if someone does
> have non-standard equipment, but their job is
> crucial, they will get
> immediate support.
>
> 3) This tips book is being written for a group of
> lawyers - need I say more?
>
> Right now, it's worded like this:
>
> "Downloading things like screensavers form the
> Internet can cause conflicts
> with other programs on your PC. If your PC has a
> non-standard configuration,
> the speed and accuracy of your support may suffer."
> Any suggestions?
>
> Lisa Comeau
> Accounts Representative, Client Services Group
> Y2K/Exchange Project, Ontario Ministry of Health
> Office: (416) 327 1112
> Pager: (416) 715 9198
> mailto: Lisa -dot- Comeau -at- moh -dot- gov -dot- on -dot- ca
===
John Posada
Western Union International
(w) jposada -at- westernunion -dot- com
(p) john -at- tdandw -dot- com
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