RE: About responsibility and fault

Subject: RE: About responsibility and fault
From: MList -at- chrysalis-its -dot- com
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Mon, 7 Apr 2003 14:21:57 -0400


Lyn Worthen [mailto:Lyn -dot- Worthen -at- caselle -dot- com]

> Around here, we're currently working <schmoozing?> with both
> the Development
> and Support managers to get them to authorize time for their
> people to a)
> answer questions in a timely manner and b) review docs (also
> in a timely
> manner).

Around here, our Support people are very helpful in catching
problems with the documents, making suggestions, etc. However,
it's not a matter of their budgeting time for reviews. When the
call comes in from the customer, they take it. Everything else
comes second, and that's the way it's supposed to be.

However, a product release schedule can't afford to depend upon
customers to wait until after document-review time to call in
with their problems.

So, we take what we can get.

One approach that works well with anything except a brand-new
product is to schedule their review AFTER the product is released.
That means, they have to trust me and the Product Verification
group to a certain extent. However, since it'll only be weeks
or months before the next release of a product goes out, the
Support people can review my docs at some leisure and ensure
that their comments and requirements are incorporated in that
upcoming release.

If they catch something urgent, then either they or I publish
a note that gets inserted with any new deliveries between now
and the next release, and which is also pushed out to existing
customers.

So far, so good.

Now, if I could just train everybody that an index is not the
same thing as a concordance... and is not a matter of pushing
a button...


/kevin

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