RE: The three great virtues of a technical writer

Subject: RE: The three great virtues of a technical writer
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 26 Dec 2001 09:29:11 -0500

Is a "Service Desk" the same as a help desk? What does SIA mean? Your
implication seems to be that Help Desks are frequently unhelpful. I don't
think anyone would disagree with that. The question was, for the purposes
of this discussion, are virtues innate? If the answer is yes, then
"service" as a virtue seems odd to me.

Thinking about TWs and helpdesks, sometimes I think the single best thing
that could happen in our field is better communication and coordination
between the two. TWs should consult help desks in order to address the most
frequently asked questions. Help desk personnel should use existing manuals
in guiding customers to the right answers. Pretty simple, huh? But at my
organization, there is virtually no contact between the two. Common sense
is indeed uncommon.

> -----Original Message-----
> From: Sabahat Ashraf [SMTP:sabahat -at- viragelogic -dot- com]
> Sent: Friday, December 21, 2001 4:42 PM
> Subject: Re: The three great virtues of a technical writer
> APEERY -at- FAMILYDOLLAR -dot- COM wrote:
> >
> > Yes, but then he gave the example of "service" as a virtue of a help
> desk
> > employee: is this innate? As usual, I'm a bit confused. :)
> I think the answer to that one lies along the lines of "Common sense is
> the most uncommon of senses ..." You ever tried calling a "Service Desk"
> lately? There's a *reason* they don't call them that anymore for the
> most part.
> Okay, okay, SIA, this is no season to be uncharitable ...
> S.

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