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Its the seriously dreaded, dreaded post response

Team – as you come across issues and problems on Virily it would be useful if you would share the solution here for other writers to find and use.

It is very important that you include enough information to be useful.

  • What OS and computer/device are you using
    • MAC
    • Pc
    • MOBILE
  • Current patch level (are you up-to-date)
  • Virus scanning and malware software
  • How many browser tabs do you have open
  • Processor type (Intel, AMD, generation)
  • Memory (how much)
  • Browser type (chrome, edge, firefox, safari and so on)
  • Internet connection type and latency

Not having enough information makes it difficult at best to fix issues.

I used to run a helpdesk. I can tell you that the calls with the fastest resolution of the problem, always had the information needed to solve the problem. Throughout the three years I ran the helpdesk I learned quickly how difficult calls were when the user knew the problem wasn’t them or on their computer.

For example, the recent crisis of the dashboard was a very misleading crisis in how it was presented to the broader community. There are 11 components of the dashboard. One of them wasn’t updating. Admittedly one of the most critical *how much am I getting paid) but the other ten areas were functioning and working every single day. The reality of Virily as a site is it is up to the majority of the time, fairly close to 4 nines.

I understand being frustrated. But when you are frustrated, please post enough information that someone reading can either a, know to check back if they encounter that problem, B offers a solution, or C reach out to someone that may be able to help. I had a very public argument with a writer about the reality of troubleshooting problems. I want to help people when they have problems.

But when I help people, it is critical that you understand how troubleshooting works.

  1. Remove the variables. – normally and I would that is more than 90% of all problems it is your pc, mac or mobile that has the problem.
  2. Verify all the information shared above – sometimes variables (browser type) can be quickly solved.
  3. Once you have all the information, and you have removed the user system to try other approaches.

Getting nasty doesn’t help. Only declaring things are wrong (The dashboard is broken, I am getting a time out error) doesn’t help. The first is the dashboard never broken, part of it wasn’t updating, but the dashboard was never broken. Timeout errors are often a local machine issue. Sometimes they aren’t, but honestly, the admins don’t communicate as often as we would like. But that doesn’t mean we should rise above!

I will help everyone I can. As long as you understand that we have to start on your end first. That is the only variable int he Virily equation that we control.

  • Question of

    Can you tell I am tired of the negative, useless posts on issues?

    • Yes
    • No
  • Question of

    Can you tell I am tired of the negative, useless posts on issues?

    • Yes
    • No
  • Question of

    Have you ever called a professional helpdesk?

    • Yes
    • No
  • Question of

    Did they start by UNDERSTANDING your PC?

    • Yes
    • No
  • Question of

    Have you ever worked on a helpdesk?

    • Yes
    • No
  • Question of

    Has someone ever made you feel stupid for trying to help them?

    • Yes
    • No
  • Question of

    Have you ever called a professional helpdesk?

    • Yes
    • No
  • Question of

    Did they start by UNDERSTANDING your PC?

    • Yes
    • No
  • Question of

    I promise to help you if you have Virily Technical issues.

    • Yes
    • No
  • Question of

    Should I release the list of negative posters?

    • Yes
    • No
  • Question of

    Did you know that only one small part of the Dashboard wasn’t working?

    • Yes
    • No

Report

What do you think?

11 Points
Legend

Written by DocAndersen

One fan, One team and a long time dream Go Cubs!!!!!!!!!!!!!

33 Comments

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    • 🙂 You are spot on. I support many people that are longtime friends with their computers, plus my own issues the number of times it is actually a remote issue (the site) is so small it makes me smile to think about it!

  1. Users voted 4 times.
    Q: CAN YOU TELL I AM TIRED OF THE NEGATIVE, USELESS POSTS ON ISSUES?
    Yes (5 votes) – 83%
    No (1 votes) – 17%
    Q: HAVE YOU EVER CALLED A PROFESSIONAL HELPDESK?
    Yes (2 votes) – 40%
    No (3 votes) – 60%
    Q: DID THEY START BY UNDERSTANDING YOUR PC?
    Yes (2 votes) – 50%
    No (2 votes) – 50%
    Q: HAVE YOU EVER WORKED ON A HELPDESK?
    No (5 votes) – 100%
    Q: HAS SOMEONE EVER MADE YOU FEEL STUPID FOR TRYING TO HELP THEM?
    Yes (4 votes) – 80%
    No (1 votes) – 20%
    Q: HAVE YOU EVER CALLED A PROFESSIONAL HELPDESK?
    Yes (2 votes) – 50%
    No (2 votes) – 50%
    Q: CAN YOU TELL I AM TIRED OF THE NEGATIVE, USELESS POSTS ON ISSUES?
    Yes (6 votes) – 100%
    Q: DID THEY START BY UNDERSTANDING YOUR PC?
    Yes (2 votes) – 67%
    No (1 votes) – 33%
    Q: I PROMISE TO HELP YOU IF YOU HAVE VIRILY TECHNICAL ISSUES.
    Yes (5 votes) – 100%
    Q: SHOULD I RELEASE THE LIST OF NEGATIVE POSTERS?
    Yes (3 votes) – 60%
    No (2 votes) – 40%
    Q: DID YOU KNOW THAT ONLY ONE SMALL PART OF THE DASHBOARD WASN’T WORKING?
    Yes (2 votes) – 40%
    No (3 votes) – 60%

  2. I’m glad you offered us help. Thank you. I noticed that the control panel is not ok, but I’m not burdening it with this. I think it will be arranged at the right time. I currently have no problems except occasionally very slow loading.

    1
  3. This is a good post for consideration before posting various complaints in the future. I think not everyone understands and masters technical problems like you, Doc. There are times when people get confused when suddenly something happens (errors) while the device used is the same as usual.

    In the future, it is better if we ask first to the helpdesk before throwing issues and problems as a post, right?

    1
        • I have run forums for 30 years or more on every iteration of the internet. AOL, Compuserve, STEPs, Bitnet, First Class (a BBS system), Listservs and various other sites.

          In that time I’ve learned two things.

          1. if you are at the top of the leader group for the site, be very careful what you say.
          2. Even if all seems negative around you, find something positive and share that as well.

          I traveled for many years. I remember being delayed so many times. Every time I was delayed, I would go to the counter and smile at the person and say “I suspect,” having watched them get yelled at by the three people before me “you are having a bad day.”

          The act of remembering they were people as well, made the situation easier for them and for me.

          The weather, or broken plane or whatever wasn’t their fault.

          Now in fairness, some of the issues on this site, are the fault of the admins. But still smiling and remembering the human is always the best way.

          1
        • Now that is awesome to hear. Making people laugh that are providing a service helps them have a better day. They get yelled at enough. It makes me sad when nice people think it is ok to yell at people on the internet.

          What is really sad is when nice people think that just because they only post (only negative) negative things that it isn’t yelling.

          1
          • I’ve rode a register before, and I know how much that job sucks. I also know how much I appreciated customers who took the time to brighten my day, so I pay that forward every chance I get…

            1
  4. Now that you have be all confused and discombobulated let me just say that I am enjoying posting quizzes lately. I have more coming what I hate is that my first two quizzes bounced back and forth between drafts and submit before they could get posted. No my third quiz had no problems when I submitted it but has problems now that it is posted from what people tell me. Now how in the world can I fix this and how can I be sure there won’t continue to be problems every time I post a quiz. I work on a desktop PC.

    2
  5. Same as LaJenna. Maybe we shouldn’t pay so much attention to the negative posts. It’s great that you are so eager to help, but sometimes people don’t really want solutions, because then they won’t have a reason to complain.

    1
  6. I am technically challenged and have to call on support often. I have learned the questions they ask and try to have the answers prepared before I make the call. I always feel like a small uneducated child when I call!

    1
    • I can tell you that on the other side there is always a sense of dread when a support call or a support email comes in. You never know when you are going to be yelled at!

      Support is a tough job at best! But then being an end user is a tough job at best as well!

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