[502] in IS Home Pages
is/support
daemon@ATHENA.MIT.EDU (Ginny Williams)
Tue Mar 30 11:51:19 1999
Date: Tue, 30 Mar 99 11:50:42 EST
To: is-home@MIT.EDU
From: Ginny Williams <ginnyw@MIT.EDU>
Hello!
Two support team leaders have mentioned to me that this page appears to
bring a set of calls directly to them, rather than sending clients to the
appropriate sources for help. This is possibly because some clients assume
that they'll get better service by going directly to the leader of the team
rather than dealing with the people who answer the phones.
Given that our team leaders are quite busy, and that having clients contact
them directly often slows down the response because they're getting voice
mail when they could get a live person via the help numbers, is it possible
to rethink the way this page is named in the directory so that end users
who type in web.mit.edu/is/support actually get sent directly to sources of
support?
You could argue that links to the team web pages do exist on this page, but
still people are giong to the team leaders. Given that, instead of moving
the page to another directory (this may disturb some grander naming scheme
as well) could we put a little more information on this page to assure that
clients get sent to the correct place and not into the team leader's voice
mail boxes?
Let me kow what you think.
ginny
