[103860] in North American Network Operators' Group
Re: Abuse response [Was: RE: Yahoo Mail Update]
daemon@ATHENA.MIT.EDU (Joe Abley)
Tue Apr 15 19:19:03 2008
Cc: "Marshall Eubanks" <tme@multicasttech.com>, nanog@merit.edu
From: Joe Abley <jabley@ca.afilias.info>
To: William Herrin <herrin-nanog@dirtside.com>
In-Reply-To: <3c3e3fca0804150822j65b0cbdcxe76aec1756fae806@mail.gmail.com>
Date: Tue, 15 Apr 2008 19:14:52 -0400
Errors-To: owner-nanog@merit.edu
On 15 Apr 2008, at 11:22 , William Herrin wrote:
> There's a novel idea. Require incoming senior staff at an email
> company to work a month at the abuse desk before they can assume the
> duties for which they were hired.
At a long-previous employer we once toyed with the idea of having
everybody in the (fairly small) operations and architecture/
development groups spend at least a day on the helpdesk every month.
The downside to such a plan from the customer's perspective is that
I'm pretty sure most of us would have been really bad helpdesk people.
There's a lot of skill in dealing with end-users that is rarely
reflected in the org chart or pay scale.
Joe
