Reviewers who don't review

Subject: Reviewers who don't review
From: Siliconwriter <siliconwriter -at- comcast -dot- net>
To: TECHWR-L List <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Mon, 31 Jul 2006 14:03:49 -0700

A couple of weeks ago I created a quick start guide for our users, sent it around for review, got signatures, and sent it through our Document Control process, which garnered more reviews and more signatures. It got packed with the product and sent to a user. Next thing I know, I'm getting feedback from the field reps that the default user ID and password are incorrect. I had no access to this software while writing the guide, and relied on our field reps to give me the information, then later to review it. Nobody mentioned that the user ID and password had been changed. When I mentioned (a bit testily, I confess) in email that the reviewers should have caught this, I was told by the head of tech support (my main reviewer) that he never looks at the documents he's sent to review, and that I should walk them over to him and stand over him to get them actually reviewed.

What am I, his mother?

Any suggestions as to a response? I am holding onto my temper with both hands, as the field reps are now blaming me for this screw-up. Am I responsible? What can I do to ensure that this does not happen in future? I should point out that Tech Support Guy is frequently off site and when he is here, is virtually always on the phone. If I stood over him to get a review, I'd have to move into his cubicle.


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