What Are You Doing Right Now
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@scottalanmiller said in What Are You Doing Right Now:
@pmoncho said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
@pmoncho said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
a few of my customers use Email on a daily basis to communicate with us , Not a big deal right?
Well One in particular has decided that's the only way he will communicate with us.I just got an email 30 minutes ago. : ......... "oh and this is an emergency, the entire site is down."
Nope, must not be an emergency. You're emailing me rather than Calling.
Anyone else deal with people like this?
On a daily basis. I've tried to explain 911's require a phone call as I am not constantly in email, at my desk, or have a communication device directly in my hand or driving.
Mostly goes in one ear and out the other, or should I say "eye" for that matter.
Only reason I saw it was because emailed in again.
I called his cell, and got it working. then explained "emails - Not important. Phone call = Important. "
added that to my signature on my email now.. in Quotes.
Ha.That is one way to get the point across. Works for me!
Doesn't this result in lots of calls that would have been way better for you being an email?
Calls interrupt and take lots of time and don't produce a paperwork trail. We won't do work based on calls alone because that's a way to blame IT for decisions made elsewhere. We require everything in writing because that's how we show who requested things, found things, etc.
I totally get what you are saying - and I'm sure this is covered further down in the thread - but when you don't have a helpdesk who's job it is to SIT on email waiting to act the instant it comes in - then how does the person wanting help now know anyone is dealing with it?
I feel the same way about text messages/chat messages - there is no assurance that someone is watching that continuously.
Now sure - the phone device might be unreachable/not ring for whatever reason, but me, the person having the problem knows instantly that no one is working my problem yet. I have the choice to call more/other people, or simply wait for a response to the email.
I'm all for vendors requiring the email first even - but then instantly picking up the phone to work the problem, because yes, my problem is more important than anything else you are working on - and if you answer that phone, I know that to be true. But if you don't answer the phone, then I assume you're busy doing something else and move to my next options.
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@scottalanmiller said in What Are You Doing Right Now:
Your system only works because you are intentionally giving phones priority to stop all work you are doing, and ignoring emails. It's you artificially prioritizing a slow, inefficient method creating the requirement. On a technological and more general business level, the opposite is true. If people constantly ignore email and prioritize calls, then suddenly call volume goes way up because people learn that calling gets action and emailing doesn't.
So you're saying, while you're working an issue, you stop and look at every email that comes in during that time? Then you're just as interrupted as a phone ringing. And if you don't look at the email, but only look after your current job is complete - then how are you to become aware that a potentially higher priority thing has hit the pile?
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@scottalanmiller said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
What happens? you're down, lose thousands of dollars because you didn't pick up the phone and call.
Only because someone is ignoring them. There's nothing stopping your team from having efficient processes and dealing with the email like normal helpdesks do. We do this all day long for outages. We have the outage documented, the info digested, and someone assigned to look at it before a call would typically get through. Email is fast. You have to ignore it and treat it differently than a call to typically make it slower.
OK - what's your turn around time to contact those people when you get an email about an outage? If it's not 2 mins or less, I'm sure people are freaking the heck out waiting...
while it might not seem like much, the end user experience of the phone call makes them feel more in control, which potentially makes them at least a tiny bit less upset... -
@WrCombs said in What Are You Doing Right Now:
@scottalanmiller said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
What happens? you're down, lose thousands of dollars because you didn't pick up the phone and call.
Only because someone is ignoring them. There's nothing stopping your team from having efficient processes and dealing with the email like normal helpdesks do. We do this all day long for outages. We have the outage documented, the info digested, and someone assigned to look at it before a call would typically get through. Email is fast. You have to ignore it and treat it differently than a call to typically make it slower.
Literally nowhere did I say I was ignoring them, I was working on another non emergency Project, That I could have stopped and helped the customer, Now your just making things up to make a point.
They dont email the Support Line, they email me directly. while I worked on another project that was not an emergency, With no Alert that I got an email.Sure, I filter my emails on a constant basis, still gets full up of Non-Emergency Emails cluttering up the inbox.
You dont work on the front of of customer service so this entire conversation is from 2 completely different perspectives, as I said above. -The difference between real IT work, and POS Customer Support.Well - @WrCombs that's your fault for giving the customer your direct email - like your phone number, that's something they should never likely have - so they funnel all of their emergencies through the helpdesk.
Of course, that's not realistic, and it does require the customer to "be adult/be a business" and use the process that you, the vendor/support company, put in place for such contact - i.e. they should only be emailing the helpdesk with support issues, not you directly.
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@Dashrender said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
@scottalanmiller said in What Are You Doing Right Now:
@WrCombs said in What Are You Doing Right Now:
What happens? you're down, lose thousands of dollars because you didn't pick up the phone and call.
Only because someone is ignoring them. There's nothing stopping your team from having efficient processes and dealing with the email like normal helpdesks do. We do this all day long for outages. We have the outage documented, the info digested, and someone assigned to look at it before a call would typically get through. Email is fast. You have to ignore it and treat it differently than a call to typically make it slower.
Literally nowhere did I say I was ignoring them, I was working on another non emergency Project, That I could have stopped and helped the customer, Now your just making things up to make a point.
They dont email the Support Line, they email me directly. while I worked on another project that was not an emergency, With no Alert that I got an email.Sure, I filter my emails on a constant basis, still gets full up of Non-Emergency Emails cluttering up the inbox.
You dont work on the front of of customer service so this entire conversation is from 2 completely different perspectives, as I said above. -The difference between real IT work, and POS Customer Support.Well - @WrCombs that's your fault for giving the customer your direct email - like your phone number, that's something they should never likely have - so they funnel all of their emergencies through the helpdesk.
Of course, that's not realistic, and it does require the customer to "be adult/be a business" and use the process that you, the vendor/support company, put in place for such contact - i.e. they should only be emailing the helpdesk with support issues, not you directly.
Yes, You're right, I'm at fault; we didn't have a Support email at the time when I gave this individual my email to receive a floor chart over a year ago. Then they just started using my email as a way to get support, I've blatantly ignored their emails for a while as well, on super small things that weren't business critical, up to 2 days before I responded.
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@scottalanmiller said in What Are You Doing Right Now:
@bnrstnr said in What Are You Doing Right Now:
@scottalanmiller said in What Are You Doing Right Now:
@bnrstnr said in What Are You Doing Right Now:
@scottalanmiller said in What Are You Doing Right Now:
@bnrstnr said in What Are You Doing Right Now:
I'm much more likely to notice the ringing. I believe it's pretty standard in manufacturing that email is the least urgent form of communication.
But would it go to just one person? Isn't going to a single person alone a mark of "not a priority?" Because if you're busy, in either case, or sick, or out, etc. what do you do?
We're a small company, I'm their contact for the project. If I don't answer, they usually call the office immediately after. If it's an emergency they always call. Sure, that might be bad, or our own doing, but it works... :man_shrugging:
We aren't a support company with an entire staff dedicated to doing just that. I'm rarely supporting customers, but when I do, they call me with urgent problems.
So when you are out sick, at lunch, not on the clock, or already dealing with a fire, in a meeting.... all calls pre-empt all those things?
Not all, and not always, but usually yes. I'm not so overworked that I can't take a call every now and then, even if it takes 4 hours of my day. If it ever became enough of a burden to require a full time position to deal with support, then we would consider it. But it just isn't necessary at this point.
Sometimes I only do the triage then pass it off to somebody else. Sometimes when I'm not available they call the office and somebody else handles it. Sometimes we have to tell people that they're just going to have to wait. We aren't under any strict support contracts.
I was at a funeral on Monday and got a call from a customer. I reached back out to him a few hours later when I was available.
Also, I totally get what you're saying about how we chose to make calls have higher priority over email, and it probably was a bad decision. I don't know. Similar to @WrCombs said, if I'm having a heart attack I would hope that my wife doesn't email my doctor, and instead call 911... Obviously the things we deal with usually aren't life and death, but I think people get comfort in knowing that somebody is on it, and that they're not lost in a sea of spam emails.
Something that happened to me in the last two minutes - my automated system contacted me with an issue before any user did. Issue resolved before anyone could place a call.
In theory, I could have had the automated warning system call instead of emailing me. But emails get through more reliably no matter where I am or what device I am using, I wasn't at my desk so a call would not have reached me, and are just SO much easier to automate.
not even remotely comparable - that automated warning doens't give a shit when you fix the problem, people do.
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@Dashrender said in What Are You Doing Right Now:
not even remotely comparable - that automated warning doens't give a shit when you fix the problem, people do.
That's why you want the automation to let you get it fixed before people find out. That people care and automation doesn't is the entire point of why you use that. If you don't, then the only way to find out is that people are impacted and take the time to alert you.
And automation gives you much better chances of getting good information. Better timing and more exact information. Not "it's down", but a specific check has failed.
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installing a gazillion updates onto a 2012 server that was decided to be repurposed in place of simply knocking up a quick 2019 server instead. Why????
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this is how stupid some people are.
At a school yesterday, got handed a student ipad. The iPad was logged into using a staff members personal apple ID and had a Yahoo email account logged into with another staff members personal credentials.
This device was being used by students.
And these staff are allowed to vote, drive, drink and freely roam around society. -
@siringo said in What Are You Doing Right Now:
this is how stupid some people are.
At a school yesterday, got handed a student ipad. The iPad was logged into using a staff members personal apple ID and had a Yahoo email account logged into with another staff members personal credentials.
This device was being used by students.
And these staff are allowed to vote, drive, drink and freely roam around society.This is why I don't believe in democracies. Or teachers.
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there's just so much that your average Joe and Josephine just don't comprehend when it comes to accounts, IDs, logins etc. They just don't realise how much information and access they give away when sharing devices, throwing away old devices, logging into services and so on.
i've also come across ipads used by students where a teacher has used their personal credit card to buy an app and the card info is still there and their apple id is still logged in.
technology changes so quickly and the demand to have it used, progresses way ahead of any training or shared knowledge that is available to people.
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@siringo said in What Are You Doing Right Now:
there's just so much that your average Joe and Josephine just don't comprehend when it comes to accounts, IDs, logins etc. They just don't realise how much information and access they give away when sharing devices, throwing away old devices, logging into services and so on.
And if they don't understand that about things that impact their direct lives, they are trained on, and are every day necessities, imagine how little they know about global politics and economics!
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Downloading 10TB of games!!
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@scottalanmiller said in What Are You Doing Right Now:
Downloading 10TB of games!!
Hahaha, do you think that's enough???
It's the darn middle of the year already.
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@siringo said in What Are You Doing Right Now:
@scottalanmiller said in What Are You Doing Right Now:
Downloading 10TB of games!!
Hahaha, do you think that's enough???
It's the darn middle of the year already.
Actually, probably not. It's 10TB more, 2TB we already have. I'd really like 20TB but I'll never have time to download that much.
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Hi All Y'all!
Long time, no see! My personal and work life have been really kicking me in the pants lately. The past 6 months or so have just really blurred together for me, lol.
Popping in to pester with a question again and hopefully go back to being around more soon.
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@siringo said in What Are You Doing Right Now:
this is how stupid some people are.
At a school yesterday, got handed a student ipad. The iPad was logged into using a staff members personal apple ID and had a Yahoo email account logged into with another staff members personal credentials.
This device was being used by students.
And these staff are allowed to vote, drive, drink and freely roam around society.The sheer amount of don't care about security is... Amazeballz is the best I can come up with this morning so far.
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@dafyre said in What Are You Doing Right Now:
Hi All Y'all!
Long time, no see! My personal and work life have been really kicking me in the pants lately. The past 6 months or so have just really blurred together for me, lol.
Popping in to pester with a question again and hopefully go back to being around more soon.
Welcome back.
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end of month meeting; our I-T department has been moved to reporting to the finance VP so its an introduction meeting
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One of my customers called in..
"SO it was doing windows updates..."- Okay, sucks that it ran this early but windows updates are necessary.
"i shut it off and turned it back on. Now it wont do anything.."
- Wait, was it doing windows updates when you turned it off?
"yes.."
