If you think that there is a bottleneck where needed information is held what would you do?
This could be in a small team scenario or a big IT department where there are a lot of teams\Departments that at the end of the day are depended on each other to make the business SLA's.
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Communication Failure
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To assume that we know what your "levels" are, let alone their presumed responsibilities and authorities, is to assume too much
When will I learn? 
But he is an Aussie so he's tough.
Gets the $hit beaten out of him by helpdesk staff so maybe not that tough.
But he is an Aussie so he's tough.
Gets the $hit beaten out of him by helpdesk staff so maybe not that tough.
I may assumed too much and gave too little 
Thanks for pointing it out as I should have thought this out before posting.
I hope that with the new post I may get some ideas
Thanks for pointing it out as I should have thought this out before posting.
I hope that with the new post I may get some ideas
Would it be possible that the answers to both those scenarios may actually be worlds apart?
Okay how about this?
Do you know the 3-level's SLA's? Do you know what they are measured by and what reward they get?
People are generally motivated by either greed or fear.
The latter is better for speedy response, but the former is better in the long term.
Having found that out you can pretty much get them to do anything you want.
I'd be very surprised if their motivation is in line with yours. The larger the company the less likely that is.
Do you know the 3-level's SLA's? Do you know what they are measured by and what reward they get?
People are generally motivated by either greed or fear.
The latter is better for speedy response, but the former is better in the long term.
Having found that out you can pretty much get them to do anything you want.
I'd be very surprised if their motivation is in line with yours. The larger the company the less likely that is.
If your group is waiting on another group, then see what your group can do to help the other group along.
I don't mind helping people with homework. I just prefer that they state that they are working on a class assignment. A lot of the time I think that questions with very vague symptoms and few details sound like class homework.
It could be an ego that everyone knows what they want.
Or, a lack of understanding of the world.
Or even just a quick thought that was posted hastily without any thought as to what is going on.
Or a clueless person thinking too hard.
Or even that the poster has not had their daily caffeine intake yet, so the post is more or less incoherent.
I have responded to some posts in this manner before (no coffee yet), and it is usually not a recommended thing.
However, a good, quick bash should make things right
Or, a lack of understanding of the world.
Or even just a quick thought that was posted hastily without any thought as to what is going on.
Or a clueless person thinking too hard.
Or even that the poster has not had their daily caffeine intake yet, so the post is more or less incoherent.
I have responded to some posts in this manner before (no coffee yet), and it is usually not a recommended thing.
However, a good, quick bash should make things right
No bashing is needed nor caffeine.
Thanks for the few responses I got.
We have managed to work things out.
Since it was my first time posting here I may have done a few mistake, but with all the bashing I got I think I stick to answering tech questions in the future
Thanks for the few responses I got.
We have managed to work things out.
Since it was my first time posting here I may have done a few mistake, but with all the bashing I got I think I stick to answering tech questions in the future
Actually, the problem you have/had, is one of personalities, not procedures alone.
Without knowing the individuals involved, or having a damned good profile of each, it's nigh onto impossible to do more than offer vague generalities as to how to motivate others.
Without knowing the individuals involved, or having a damned good profile of each, it's nigh onto impossible to do more than offer vague generalities as to how to motivate others.
anyone and everyone screws up here at some point.
And actually, I wasnt really bashing, just teasing a bit, but some think that my sense of humor is a bit off sometimes.
In other words, dont let this get you down too much, after all it was a learning experience, right?
And actually, I wasnt really bashing, just teasing a bit, but some think that my sense of humor is a bit off sometimes.
In other words, dont let this get you down too much, after all it was a learning experience, right?
Just ask around; I'm sure that you'll find some who think that I am always screwed up.
admit it when it happens, even if only to ourselves, laugh about it, and move on.
... if an end user came to you with a problem and had a vague problem description you would expect that they could at least provide more information about their problem. It's the same here. I couldn't even tell if your problem was related to people talking to each other or to computer network bottlenecks.
You really should provide a comprehensive description of a problem when you post to any web site asking for help.
You really should provide a comprehensive description of a problem when you post to any web site asking for help.
His original post has been completely replaced by his follow-up, so that we have only anecdotal evidence, based on the memories of those who saw the original, as to its contents.
And, my memory ain't what it used to be!
And, my memory ain't what it used to be!
Well It looks like I have created a bit of discussion here - Not the subject I wanted but it is still good to see people respond.
Sorry to not replaying earlier just finished building my new machine and got drawn to my 3d animation world
As for the post changed I have felt that I have crossed some lines especially by the first few responses hence the change.
Just to make it more clear (I hope)
Problem took place at a help desk environment were as you all know got a few escalation points
1 st level - First point of contact to costumers.
2nd level - were problems that 1st level could not solve are raised too.
3rd level - were the development and support to 2nd level is taking place.
Problem was that 3rd level was giving 2nd level the runaround while costumers were experiencing major problems.
Problem was more on the ego side then anything ealse but as I said problem was resolve.
Hope this make things a bit more clear
Sorry to not replaying earlier just finished building my new machine and got drawn to my 3d animation world
As for the post changed I have felt that I have crossed some lines especially by the first few responses hence the change.
Just to make it more clear (I hope)
Problem took place at a help desk environment were as you all know got a few escalation points
1 st level - First point of contact to costumers.
2nd level - were problems that 1st level could not solve are raised too.
3rd level - were the development and support to 2nd level is taking place.
Problem was that 3rd level was giving 2nd level the runaround while costumers were experiencing major problems.
Problem was more on the ego side then anything ealse but as I said problem was resolve.
Hope this make things a bit more clear
And, based on that alone, I would have 1st suspected personality issues as the root cause.
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