Insulting your users
It can be easy to accidentally insult someone that comes to you for support. Saying something like, "Let me show you... it's so easy a child could do it." might be well-intentioned, but think about how insulting it can be to the customer. (We caution against that exact phrase in TPOSANA.)
Continental Airlines could use some training in this area. Today I spent 30 minutes on hold waiting to talk to a human (grrr...). The hold music included adverts for how great they were and while listening to them over and over and over I had a lot of time to analyze what they were saying. (What they weren't saying is, "We've reduced fares to the point that we can't afford to handle luggage properly and thus you are now on hold waiting 30 minutes to find out where your bag is", but I digress.)
Here's the insulting part...
The advertisement for their on-line check in service began, "Still haven't checked in online? Why not? It's child's play!" Ok, you've insulted me. Can it get any worse? Well, the script ended with the jazzy music playing as the announcer says, "So next time check in online! Or have you kid do it for you!"
Insulting to the max. Way to go. Now get me a human so I can find out where my luggage is!
March 2007 LOPSA North Jersey cluster group meeting
LOPSA has started opening chapters around the country. New Jersey's chapter is big enough that on odd-numbered months they meet at two locations ("north" and "south"). Dossy took pictures and wrote up a little about the one I attended. Read about the March 2007 OPSA North Jersey meeting. If you are in New Jersey, please join! Otherwise, join or find/start your own chapter.Happy Birthday, LOPSA!
Happy Birthday, LOPSA!
You are one year old and look how far you've come! Like most births you were born amid a lot of shouting and confusion, but look how far you've grown! You've formed the organization, build a web site, and had your first regional conference. Congrats! Now you are truly defining yourself, growing up, and becoming your own person.
For those of you that don't know, LOPSA is the League of Professional System Administrators. The goal is to become like the AMA is to doctors, or the APA is to shrinks. That is, work on building the professionalism of our community. If you aren't a member, I highly recommend that you join. Heck, it's free to just register.
Two weeks ago I attended the first LOPSA regional conference in Phoenix, Arizona. I taught a full-day version of my Time Management for System Administrators class. What impressed me about this event was how different it was. Because it was regional most of the speakers were local. There are experts everywhere (not just in California) and seeing them get some spotlight really made me happy. The fact that it was small also meant that it could be at a less expensive hotel, who was more hungry for LOPSA's business. They had a lot of creative ideas that I haven't seen at big hotels. For example, one of the snack-breaks had cookies and milk! I was psyched!
At night we had a lot of deep discussions about the future of system administration, professionalism, and the future of LOPSA. I consulted with some board members about how to get to the next milestone now that the organization is running. I hope to see more regional conferences announced soon. I also brainstormed on ways to reach out to the segments of the IT world that are currently unaddressed.
Why not celebrate the 1st birthday by buying a gift for yourself? The LOPSA CafePress store is ready to fulfill your need for swag, and raises money for a good cause. And if you haven't registered, do that too. They have some extremely useful mailing lists.
