Saturday, June 29, 2002

DEJA VU - ALL OVER AGAIN What did you change?. A conversation between two people working on a Web project (no prizes for guessing which is the programmer). "This Web page was perfectly OK and [Jonathon Delacour] We sell and support business management software. Support calls take the form described in Jonathon's post. In our case the diagnostic process is somewhat reversed. The user of the software is calling to report a problem. We're faced with understanding what has changed in the "switches & parameters" of the accounting software that could lead to the reported difficulty. Nine times out of ten, the question, "what has changed?" is met with an immediate and emphatic "nothing." At that point, support becomes a delicate human interaction where "repairing the customer" is as important as "repairing the software." 8:01:12 AM     Comments[]

© Copyright 2002 Steve Pilgrim.