Abuse response [Was: RE: Yahoo Mail Update]
Joe Abley
jabley at ca.afilias.info
Tue Apr 15 23:14:52 UTC 2008
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
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