Abuse response [Was: RE: Yahoo Mail Update]

Marshall Eubanks tme at multicasttech.com
Tue Apr 15 14:00:14 UTC 2008

On Apr 15, 2008, at 9:43 AM, William Herrin wrote:

> On Tue, Apr 15, 2008 at 8:34 AM, Rich Kulawiec <rsk at gsp.org> wrote:
>> - Automation is far less important than clue.  Attempting to  
>> compensate
>> for lack of a sufficient number of sufficiently-intelligent,  
>> experienced,
>> diligent staff with automation is a known-losing strategy, as  
>> anyone who
>> has ever dealt with an IVR system knows.
> Rich,
> That is one place that modern antispam efforts fall apart. It's the
> same problem that afflicts tech support in general. The problem exists
> for the same reason that large-city McDonalds workers don't speak
> English: Anyone with sufficient clue to run an abuse desk is well
> qualified for more interesting, important and higher-paid work where
> they don't get yelled at all the time. Like administering mail servers
> or writing mail software.
> There's a reason we pay garbage collectors a small fortune to do a job
> that requires no skill whatsoever.

Do you _know_ any garbage collectors ? I do, and I would disagree with  
both clauses of that sentence.


> Regards,
> Bill Herrin
> -- 
> William D. Herrin ................ herrin at dirtside.com bill at herrin.us
> 3005 Crane Dr. ...................... Web: <http://bill.herrin.us/>
> Falls Church, VA 22042-3004

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