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Email swamp

By ehtom ·
I'm an application developer for a small software house. And I use project management tools like
Redmine for status of bugs, features and milestones, For documentation I use Plone and this contains FAQ's, How To's and help on all topics of
Application management. Version control is maintained by Subversion and nightly builds by Hudson.
Test environments by VMware server. This is all driven by a Linux server with a static IP.
So anybody with authentication can access this factory at any time. Updates are RSS'd or emailed for last century luddites.
The trouble is that no body uses it, And I spend the first three hours of every day answering emails, on subject that I have answered many time before.
They send me unzipped documents as attachments, and then ask me to explain why their ISP or over zealous virus management has blocked or bounced their Emails.
On Every Email I send out, I reference an URL where all relevant information according to their query is posted. This could be a FAQ or in-house forum.
These are ignored. And I find myself in a 'GroundHog day' existence.
Due to the downturn in the 'economy' I am in a position of responsibility without authority, so do not have the wherewithal to edict in-house rules.
So having an 'Out of office' automatic reply with links to Support on my system is not an option.
Any Ideas?

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Tom, with respect,

by CharlieSpencer In reply to Email swamp

how old are you? How long have you been interacting with users?

In my experience, the actions you describe are typical behaviors of 'Keyboardus Corporati', the Common End User. Yours are on average no different from mine. You can lead your horse to water, but he can't drink when his head's up his @$$.

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My idea is user training

by AV . In reply to Email swamp

What kind of training did the users receive about the new system? Just sending an email with a FAQ or URL isn't enough to get users on board with a new system. They don't read *those* kind of emails.

Have some lunch and learn training sessions or brief overview seminars of the system and serve some refreshments. Everyone will start using your system after that. Give the FAQs as a handout. You have to sell it.

AV

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