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Concierge Group
Mission
The Concierge group shall handle any email received by
remark@[any].cc.utexas.edu in a prompt, professional, and
facilitative manner.
Responsibilities
The Concierge group reads and comprehends incoming email. It
determines whether a standard answer can satisfy the need of the
user, and if so it returns that answer. As new concerns arise in
the user community, the group makes note of those concerns. It
submits a statement of the new concerns and prospective solutions to
a committee composed of an operating systems specialist and a
documentation specialist.
When standard answers are not appropriate to the email at hand, the
group determines who to forward email to, and presents this email in
such a way that the standard handling will return a copy to them for
administrative purposes.
The group is alert to special notification needs, such as irate
customer, frightened user, and the like. These receive special
handling through a variety of mechanisms.
Database of user contact is maintained, and design and configuration
of relevant tools occurs.
Clientele
All people with cc.utexas.edu accounts (approx. 75,000), as well as
all people with knowledge and access to the address
remark@[any].cc.utexas.edu. Current utilization levels are
approximately 15,000/yr. Faculty, staff, and students have access
to this service.
Satisfaction
Email response satisfaction levels have fallen with the cessation of
direct access to the system specialists and the introduction of dry
technical writing with no marketing strength as typical responses.
Competition with face-to-face encounters shows significant self-
selection for face-to-face encounters even though they take
considerably more user time. Solutions to this seem evident. 1)
Increase the warmth factor in the responses. 2) low tolerance of
abrupt, 'smart-ass,' or other inappropriate responses, 3)
Sufficiently quick turn-around time that 2 contacts on a problem can
occur during the user's perception of 'now.'
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This is preformatted text:
PROCEDURE x;
PROCEDURE y;
END y;
VAR ...
BEGIN
END x;
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Bullets
- this is one thought that doesn't flow well with other.
- This is the first thought's antisocial friend.
- This is the last of the antisocial trio.
Author is Aubrey McIntosh