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Subject:Re: The Limits of Training From:Todd Walton <tdwalton -at- gmail -dot- com> To:techwr-l -at- lists -dot- techwr-l -dot- com Date:Mon, 16 Feb 2009 12:46:40 -0600
On Mon, Feb 16, 2009 at 9:45 AM, Victoria Wroblewski
<victoria -dot- wroblewski -at- eagletest -dot- com> wrote:
> There will always be people who will call with questions that
> could be answered if they spent two minutes looking on their own, and
> there will always be people who call repeatedly for the same simple
> issues. These people apparently want to sit on hold for 15 minutes to
> solve a problem that could be solved in 60 seconds. You're not going to
> convince these people that they don't need to call.
The thinking among some is that the number of people willing to use
self-help will increase for a while to come, because the workforce is
still comprised mostly of pre-Internet age groups. Younger people are
used to loading up the web browser to get their questions answered.
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