[251] in Information Retrieval
Straw Proposal for Net Support Policy -- Elibdev Meeting this Friday
daemon@ATHENA.MIT.EDU (gyoung@MIT.EDU)
Tue Aug 30 16:50:43 1994
To: elibdev@MIT.EDU
Date: Tue, 30 Aug 94 16:49:18
From: gyoung@MIT.EDU
The outline for my proposal on Net Support is in my Public directory in the
file outline.txt (/mit/gyoung/Public/outline.txt). It is by design
somewhat sketchy and abstract. My goal is to try to define what support is
trying to achieve. I believe that one of the biggest problems we have in
designing support mechanisms is a lack of clarity about what its goals are.
There are five sections in the outline:
1. Goals of Support -- Define the problem.
2. Reasonable User Expectations -- What's a reasonable level of support?
3. Support Person's Checklist -- A sample of a decision tree.
4. Support Infrastructure -- What support people need to do their job
effectively.
5. Development and Release Protocols -- How developers can make the support
person's job manageable.
I'm planning to run through these serially (as opposed to the usual
parallel discussion) rather quickly (in about 15 mins) to outline the
boundaries of the issues and then open the discussion.
So, we'll see you all Friday at Noon in E40-382.
-- Grant Young, Libraries Systems Office
