The Limits of Training

Subject: The Limits of Training
From: Todd Walton <tdwalton -at- gmail -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Sat, 14 Feb 2009 23:09:45 -0600

I work in the support center of a mid-sized corporation. We battle
constantly with how to reduce call volume. Many of the calls we take
are about password resets for Windows/the network. It has been
decided that it's really not a training or documentation issue. We've
told these people time and time again how to change their network
(Windows) password and they still do it a different way. Training is
apparently not the answer. There's no document that has convinced
these people to change their password in the right way.

We have decided that we must change the way passwords work. We've met
a limit of technical documentation.


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