<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto">It’d be real interesting to open-source this somehow, produce a useable open or quasi open (maybe curated somehow) reputation score for email. <br><br><div dir="ltr"><div><span style="background-color: rgba(255, 255, 255, 0);">Ms. Lady Benjamin PD Cannon, ASCE<br class="">6x7 Networks & 6x7 Telecom, LLC <br class="">CEO <br class=""><a href="mailto:ben@6by7.net" class="">ben@6by7.net</a><br class="">"The only fully end-to-end encrypted global telecommunications company in the world.”</span></div><div><span style="background-color: rgba(255, 255, 255, 0);"><br class="">FCC License KJ6FJJ<br class=""></span></div><span style="background-color: rgba(255, 255, 255, 0);"><br></span><div><span style="background-color: rgba(255, 255, 255, 0);">Sent from my iPhone via RFC1149.</span></div></div><div dir="ltr"><br><blockquote type="cite">On Dec 30, 2020, at 3:04 PM, Rich Kulawiec <rsk@gsp.org> wrote:<br><br></blockquote></div><blockquote type="cite"><div dir="ltr"><span>On Tue, Dec 22, 2020 at 10:41:43PM -0700, Wayne Bouchard wrote:</span><br><blockquote type="cite"><span>And if the last 15 years has shown us anything, it is that when you</span><br></blockquote><blockquote type="cite"><span>can't get past the auto-attendant and talk to a real human, and if</span><br></blockquote><blockquote type="cite"><span>that person can't talk to you like a person instead of reading scripts</span><br></blockquote><blockquote type="cite"><span>at you, your stress levels go way up as does your desire to break</span><br></blockquote><blockquote type="cite"><span>things. Automation in customer service (or excessive emphasis on</span><br></blockquote><blockquote type="cite"><span>procedures) is a really nice way of taking a five minute problem and</span><br></blockquote><blockquote type="cite"><span>turning it into an hour long ordeal.</span><br></blockquote><span></span><br><span>There are some easy methods for service/support organizations to decrease</span><br><span>the pain that this inflicts on people reporting problems.</span><br><span></span><br><span>For example, one thing that I've taught people to do is to make liberal</span><br><span>use of procmail in order to sort incoming traffic to role accounts.</span><br><span>It requires diligence, but that diligence is repaid many times over by</span><br><span>how it expedites dealing with problems. A simple example of this is</span><br><span>that when a problem report is received at the RFC 2142 security@ role</span><br><span>address, and it's clueful, well-written, and important, a procmail rule</span><br><span>gets created for the sending address so that all future messages from</span><br><span>that address are prioritized...because it obviously came from someone who</span><br><span>knows what the heck they're doing and did us a favor by telling us that</span><br><span>we have a problem. Chances are that any future messages from them will</span><br><span>be similarly helpful and that if we respond to those quickly we may be</span><br><span>able to forestall a lot more messages that aren't going to be as clueful.</span><br><span></span><br><span>The opposite thing is done with clueless/misdirected/etc. reports:</span><br><span>they're not discarded, but they go into the low-priority queue.</span><br><span></span><br><span>Everything else goes somewhere in the middle.</span><br><span></span><br><span>Repeated hundreds or thousands of times over many years, this builds a</span><br><span>ruleset that pre-sorts messages rather well. It's not perfect, it's not</span><br><span>foolproof, but it helps us *and* it helps lower the frustration level of</span><br><span>people sending clueful messages, because it better positions us to read,</span><br><span>act on, and respond to those. Those people are catching our mistakes,</span><br><span>the least we can do is try to pay attention.</span><br><span></span><br><span>(Hint: a useful way to begin building such a ruleset is to grab all the</span><br><span>addresses from NANOG, dnsops, outages, etc. and pre-load the ruleset</span><br><span>with them...because traffic received at role accounts from participants</span><br><span>in these mailing lists is probably useful.)</span><br><span></span><br><span>---rsk</span><br></div></blockquote></body></html>