[33950] in North American Network Operators' Group
Re: CAIS DSL failure: lessons in how not to inform
daemon@ATHENA.MIT.EDU (J.D. Falk)
Thu Jan 25 13:44:10 2001
Date: Thu, 25 Jan 2001 10:40:11 -0800
From: "J.D. Falk" <jdfalk@mail-abuse.org>
To: nanog@merit.edu
Message-ID: <20010125104011.F28822@mail-abuse.org>
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In-Reply-To: <3A7069B3.23B0EF18@NorthShoreTechnologies.net>; from sjsobol@NorthShoreTechnologies.net on Thu, Jan 25, 2001 at 01:00:19PM -0500
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On 01/25/01, Steve Sobol <sjsobol@NorthShoreTechnologies.net> wrote:
> John Todd wrote:
>
> > When I'm on hold with a vendor and I get music (or worse, ads) pumped
> > into my ear, I will often ask for the manager on the next opportunity
> > that someone comes on the line.
>
> I'm exactly the opposite. I don't necessarily want to hear ads, but I
> don't like not quite being sure whether I'm connected or not :)
Back when I worked in the CAIS NOC, many years and at least
one buy-out ago, we wanted to build a music-on-hold system
that played really dark, eerie ambient music -- Coil is a
good example, for those who know it. Of course, we really
wanted to be BOFHs back then.
Now, I'd probably choose Brian Eno's "Music for Airports"
and similar calming, inoffensive tracks. But again, no ads
of any type -- if you're calling because your service is
broken, nothing will increase your anger faster than some
smarmy salesperson talking about 100% uptime.
--
J.D. Falk "The Internet isn't just a publishing medium or a
Product Manager medium for commerce, it's a social medium."
Mail Abuse Prevention System LLC -- Howard Rheingold
