Re: [tdf-discuss] Supporting customers (ordinary users)

 +1
Miguel Ángel
On 21/10/10 2:40, Jean Hollis Weber wrote:
> I am appalled at the level of hostility and contempt being expressed by
> a few people regarding the support of ordinary users -- our customers.
>
> Why are we expending so much time and energy to produce the best office
> software, if we're not going to do our best to support our customers at
> their own level of knowledge and experience? I know it's early days for
> having a full support system in place, but we should recognise and
> respect the need for a full support system and work towards it... not
> say "I have no respect for..." people whose wants, needs, and level of
> understanding are different from ours.
>
> We must all do everything we can, within reason, to make the support
> process as easy and friendly as possible, given the limitations of our
> resources. Even when it's obvious to us that the user's problem is their
> own inability to follow instructions, we must do our best to not insult
> them. You might think someone isn't worth spending time on, but you
> never know who might have influence on a large group of potential users
> that we do want. Some obnoxious, clueless person (or his/her spouse,
> friends, adult children, or business colleagues) just might be in a
> position to make decisions about the software choices of a school, a
> business, or a government; do you want to blow them all away because of
> what a few volunteers here do?
>
> If you don't want to expend the time and energy to support people at
> their own level, that's okay. Just don't get directly involved with
> users; do something else.
> </rant>
>
> --Jean


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