Annual Reminder: How To Ask For Help

[Kenneth Brody]

On 5/27/2011 5:31 PM, Richard Kreiss wrote:
[...]
> I am sure you have had clients call about an error message and when you ask
> what it says, they tell you they pressed<enter>  and didn't write it down
> and don't remember.

That's one of the reasons for PFERRKEY.  No, it won't stop users from 
skipping past the error, but it usually slows them down a bit, at least. 
(It was designed to prevent users from accidentally continuing past by 
pressing Enter w/o thinking about it.)

> I had one client who kept copious records about support calls.  She would
> write down her question on a page in a notebook; she would then write down
> the solution to the problem.  She always checked her book before calling me
> with a problem.
>
>   She also printed out those error messages which she could and would write
> down what she was doing prior to the message coming up.  In fact she did
> this for any error message.  It made it easier to duplicate the problem
> creating the error.
>
> Wish all clients were like that.

Did she get a "good client" discount?  Or, at least, an entry in Ripley's?

[...]

-- 
Kenneth Brody