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Workplace Communication Etiquette  
User currently offlineAirstud From United States of America, joined Nov 2000, 2667 posts, RR: 4
Posted (3 years 4 months 2 weeks 2 days 12 hours ago) and read 1620 times:

I work for a huge financial company which is in the processing of merging with another huge financial company. (The resulting company, it is wagered, will also be huge.)

I am an employee of "Legacy" West company but to do my job I need a small, nonthreatening software app - an East-proprietary database client (which will be fully Webbified by year-end) - installed on my PC. Due to a remodel, I've had to move among three different workstations, each with its own PC, and I've had the app installed on the previous two, somehow, by our company-wide tech help desk (let's call it Techland).

So I am at my third and permanent station, and I called Techland, expecting a graceful repeat of what happened a coupla weeks ago regarding my interim workstation: Natasha (i.e., a competent tech specialist) answered, I 'splained the situation: the program & its .exe installer are on my hard drive, downloaded in a snap from the East's intranet, it's just that I can't run the installer as I don't have admin rights to the PC. An admin will have to remote in and run it for me. Natasha brought an Alan on the line, Alan, brimming with competence and Southern hospitality, remoted in and got the app installed. BOOM!   

No such repeat was in the cards last week. I called Techland and got a slow-talking dude who schlepped me through a red-tape wilderness of opening an official Service Request (I have mountains of testimony from Techlanders before him that no SR is needed for this; it's an in-house app and it's on my drive already). I explained, with rapidly heating temper, that I've opened SR's for this exact process before and that the response from Techland has always been "You don't need an SR, just call Techland and they'll remote in." Slowpoke brought someone else on the line who talked of "troubleshooting the problem," which told me I was dealing with people who didn't even understand in the broadest sense what was being requested here.

I came in to work tonight (I work Wednesday through Sunday) and got an email from ANOTHER Techlander, referencing the SR that Slowpoke opened and saying something like "the app you have mentioned isn't on any of our servers, please provide the correct path." My temper being what it is, I was tempted to say "I'd love to provide the correct path, but I'm not a neurosurgeon and it's going to take one of those to open your FREAKIN cranium and correct the paths inside THAT blamed thing...." Well, somehow I stayed myself from saying that.

I called Techland again tonight hoping for Natasha, but I got someone else and decided to take my chances and see if he was shmartperson. He was; and got the app installed in a few minutes, sans probs.   

So now, I wonder what I should do with the email from that other Techlander.

a. Respond "This matter has been resolved now, Thank you."
(problem: they might respond, "How?" and for all I know I'll get shmartperson in trouble (which, knowing some of these Techland clowns, he might not even deserve to be in trouble, but they might give him headaches about it anyway)

b. Do not respond at all. The g-d knuckledragging red-tape-dispensing non-process-understanding each-other-conflicting chowderheads have been giving me BAD information at every other turn, and obviously didn't listen to the information that I gave them three to five times on the phone over the past two weeks, why bother giving them any more information?

c. Respond "I mentioned several times on the telephone that this does not involve any server-side applications; this is an East-proprietary app that ALREADY RESIDES ON MY HARD DRIVE and needs to have its installer run by an admin.
(this is of course completely unnecessary since the work is done, but it does communicate to these people that they didn't understand the problem. It's kind of an ongoing problem with me, come to think of it, the belief that I can rebuke people into being smarter...)

d. Other.
(explain)

[Edited 2011-05-04 18:54:34]


Pancakes are delicious.
2 replies: All unread, jump to last
 
User currently offlinecasinterest From United States of America, joined Feb 2005, 4621 posts, RR: 2
Reply 1, posted (3 years 4 months 2 weeks 2 days 2 hours ago) and read 1566 times:

Quoting Airstud (Thread starter):
a. Respond "This matter has been resolved now, Thank you."
(problem: they might respond, "How?" and for all I know I'll get shmartperson in trouble (which, knowing some of these Techland clowns, he might not even deserve to be in trouble, but they might give him headaches about it anyway)

I would respond along the lines of, "due to escalating concerns in accomplishing my durties with this company, A new call was placed to the "TechLand" line. I received the assistance I needed, and the issue was resolved." .......

a little embellishment may be in order along the lines of, the tech asked for the SR number to properly update the ticket, but at the end of the call , he forgot to collect it as he was called away on another issue immediatly after resolving mine.


Don't get mad if they ask for an SR. My own company requires customers to open them for the stupidest and most mundane things. However it is a headcount type of thing for our bosses to bang over the heads of CEO's when they come to cut funding. If there isn't SR's to prove the work, the employees may be giving upper bosses a chance to ax folks that shouldn't be axed.

Which is why even when customers cold call or email me, I usually create a ticket, even if they don't. Customer's that abuse the policy get the cold shoulder after awhile. Even I understand that in the land of tech support not all tech's are created equal, and I have customer's that refuse to work with anyone else but myself . I also have customers that due to issues out of my control that won't work with me. So also don't forget to send an 'attaboy' to the tech's managers that help you out in a bind, and cc the tech. it gains you some love and makes things go better when you have bigger tech issues.



Older than I just was ,and younger than I will soo be.
User currently offlineAirstud From United States of America, joined Nov 2000, 2667 posts, RR: 4
Reply 2, posted (3 years 4 months 2 weeks 7 hours ago) and read 1446 times:

Wow, some good advice in there...thanks.

I sent the email just tersely saying "the matter is resolved."

While I would have loved to see her respond with frustrated queries as to how it got resolved, and watch her and her little SR-loving minions twist in the wind, I instead got an equally terse email back saying SR #bla bla bla bla is now closed.

FINE. On to better things now...like kayaking. 



Pancakes are delicious.
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