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We've heard that the computer age is soon to
dawn on our countryside. Today, however, the primitive monster demanded the
usual tax. Unhappy customers leading to late night troubleshooting. Once again,
we were forced to familiarize ourselves with the meanings of the intricate
settings of Microsoft's Office, Windows, Outlook and Word. Time to blame the computer. If we get good
enough at blaming the machine, we'll probably go to work for a bank or credit
card company. Certain that it was a new fangled virus, we
described the symptoms to the usual sources. "Must be a new one." They
all said. "Let us know when you figure out what it is." The machine's manufacturer (Sony), better at
whining about its losses in the entertainment business while it blames its
customers for the problem, hung up after we waited three hours on the support
line. The second call resulted in an answer something like "Yeah that
happens. Our wait for support is about three hours. The phone system generally
terminates calls that are on hold for that long. Just call back." We'd promised the new white paper a week ago
when the machine first started turning single email attachments into 8 or 20
separate messages. Hoping that time would fix it, we procrastinated. Our
favorite solution to computer problems is, like most people, wait and hope that
it goes away. It didn't. As a result, we buried one of our favorite people in
hundreds of unreadable emails. So, we called in the team. Everyone took a turn
at the controls, betting that his or her theory would result in a cure. It was a
tragedy to see those great minds wasted on such silliness. Late in the evening, amidst a troubleshooting
team of five, too many coffee cups and a desk that looked like the Florida Coast
after a hurricane, we found the problem. A teensy weensy little box in an
obscure place that shouldn't have been was checked. As usual, the machine was
doing only what it was told to do. We know that anyone who reads this note will
have hands on experience with the frustrations we're describing...it happens to
everyone. So, the next time you are in a design review (or paying some schlub
for a usability evaluation), please remember that it is our systems that cause
our customers these problems. Most really smart people wish they could throw
their desktops out the office window a couple of times a day. The world would be
a better place if we worked to make the complexity disappear.
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