PLEA -- reference documentation instead of answering.

[Joe Rhett]

I would really like to stay on the -users list instead of just -devel, but
this list is way too high volume.  And 90% of that volume is all people
being nice and trying to help out others who won't read the documentation.
This is my plea to how we can make this a better list.

There are things that aren't well documented, or that require a little
reading between the lines.  We should certainly help people with this.  But
if we could start taking obvious instances where they are just ignoring the
documentation and start referring them back to it, they will stop assuming 
that we're here to help them avoid reading. 

It works.  When we shifted our helpdesk approach from answering every
question, to always providing a pointer to the right documentation - our
customers learned that they would end up reading the documentation anyway.
So they learned to start there, and stopped depending on us to answer
things which were clearly documented.  Our tech support calls went down by
more then 50%, and we were able to take on more business without increasing
our technical support staff.

Anyway, I'm blabbering.  But please can we start refering people to the
right documentation?  There's enough about Nagios which isn't documented,
isn't documented well or just needs some extra guff to get through.  Wading
through a mailing list of questions which ARE clearly answered means that I
stop paying attention and just start hitting delete over everything.

-- 
Joe Rhett                                                      Chief Geek
JRhett at Isite.Net                                      Isite Services, Inc.


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