Google Groups no longer supports new Usenet posts or subscriptions. Historical content remains viewable.

Dismiss

Supportweek Infoletter for the week of March 13, 2001 - Ask the SSPA

0 views

Skip to first unread message

supportgate

unread,

Mar 13, 2001, 10:32:57 PM3/13/01

This is a multi-part message in MIME format.

------=_NextPart_000_0064_01C0ABE1.CF641D50
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: 8bit

Supportweek - March 13, 2001

This infoletter sent to
1 2 3 2 5
subscribers!

Supportweek is the official publication of the Software Support
Professionals Association (SSPA) and is a robust collection of articles,
survey metrics, events and expert advice. Supportweek is distributed via
email and uploaded to the supportgate.com website weekly.

"Ask SSPA" is launched! A searchable knowledgebase to locate
articles, white papers, audio/video presentations, management tips and many
other resources that Supportgate.com maintains on its Web Site.

If for any reason this message appears garbled, you can go directly to
the Online Edition of Supportweek at
http://www.supportgate.com/pub/supportweek.

Databytes
Articles
Upcoming Events
News
Management Tips

Question
How often do you conduct performance reviews?

Read the answers...

Make the loop work for you

Francoise Tourniaire
I just have to read those articles that advertise “How to work
successfully with 6 types of difficult customers” but I’m usually
disappointed when the techniques turn out to apply exclusively to “Mr.
Picky” and “Ms Long-Winded”, neither of whom appears on my to-do list… So I
come back again and again to a simple and powerful idea: the customer
service loop.

More...

Life in a Cubicle Zoo: The Psychology of Office Space, Part 2 of 2

Ravenwerks
Consider the use of space in your company. Does meeting your
objectives require employees to spend a lot of time in isolated,
concentrated thought? Does it require a lot of books, manuals, computers,
peripherals and other items that take up space? Do people spend a lot of
time on the phone? Do they talk with each other? Collaborate on a
whiteboard? Handle physical items or models? You may find that the cubicle
model (which assumes a great deal of isolated thought and a small amount of
concentrated space) is not really suited for your line of work.

More...

When Calling 'Technical Support' You Should Also Reach 'Customer
Service'

Karon Thackston
Technical support has long been the department in corporations that
offers guidance when end-users have difficulty with mechanical or
technological processes. Most of us call a tech support department to ask
questions about our computer, our VCR, our satellite dish or perhaps our
Internet service. For those of you who manage a technical support team, let
me make a gentle reminder that tech support should also provide customer
service.

More...

WebStar Service Award

Bill Rose
The WebStar Service Awards are an annual award given out to companies
who excel at delivering web-based technical support. In the year 2001, we
recognized some exceptional companies that deliver outstanding support via
the web. Some of those companies included Mercury Interactive, ServiceWare
and Compaq...

More...

The Three Dimensions of eSupport

Mike McLean
Mr. Mike McLean will discuss the benefits of eSupport to organizations
with an external or internal support responsibility. He will also share his
insights on outsourcing IT technical support services and how eSupport with
its three dimensions is a vital component of any IT solution.

More...

Job Zone

Jill A. Macinko
Looking for your dream job? Look no further, you've entered
supportgate.com's Career Center. Your future is just a click away. Here's a
sample ...

More...

SSPA Europe Executive Forum

Don't Miss Out! Register Now!
April 2-3, 2001 - Dublin, Ireland

More...

SSPA Pacific Rim Conference

May 2-3, 2001 - Sydney, Australia

More...

SSPA Tech Support Teams

May 21-24, 2001 Austin, Texas

More...

Call For Speakers

SSPA Pacific Rim Conference - May 2-3, 2001, Sydney, Australia
SSPA Tech Support Teams Conference - May 21-24, 2001, Austin, TX
SSPA Horizons 2002 - October 1-4, 2001, Savannah, Georgia

More...

Call For Sponsors

SSPA Europe Executive Forum - April 2-3, 2001, Dublin, Ireland
SSPA Pacific Rim Conference - May 2-3, 2001, Sydney, Australia
SSPA Tech Support Teams Conference - May 21-24, 2001- Austin, TX
SSPA Horizons 2002 - October 1-4, 2001, Savannah, Georgia

More...

Call For Nominations LIVEHelp !!!
SSPA Software Technical Assistance Recognition (STAR) Awards
More...
LIVE Help is available to Supportweek readers. We're available
from 8am to 5pm (PST), to answer any questions you have

Just click here to talk to us, LIVE !!!

Industry News

Peregrine Systems Releases Sneak Preview; Intellution Wins WebStar
Award; Sutherland And TIBCO; Interact Commerce Expands Use Of Ask Jeeves;
SSPA Pacific Rim Appoints Director; STAR Awards Call For Nominations;
ServiceWare Advances eService Solutions; Expertcity Joins Siebel Alliance;
Motive Announces Customer Care Solution For Broadband

More...

New SSPA Member!

Kanisa Inc.

More...

New SVA Member!

QSupport Technologies

More...

New SSPA Europe Member!

FileNET Ireland Ltd.

More...

Dianna Booher
We all like people who say "yes." Unfortunately, at times, we all have
to say "no." Saying "no" doesn't have to be an arduous, unpleasant ordeal;
it can be a direct statement of your thoughts and desires, delivered
honestly and professionally.

More...

Share your knowledge by submitting articles to Supportweek.
Supportweek represents the world's largest technical support community being
distributed to thousands of e-mail inboxes weekly. Further your career and
profession by becoming published in this industry leading publication. We
request articles in the 500-1,000 word range. Featured Supportweek authors
receive a byline in the publication and a free SSPA shirt. To take advantage
of this opportunity, send an e-mail to in...@supportgate.com and place
"Supportweek" in the subject line.

* NOTE * You can unsubscribe from this list by sending a message to
imai...@supportgate.com with "unsubscribe supportweek" IN THE BODY of the
e-mail.

Supportweek is the official publication of the Software Support
Professionals Association (SSPA). For information on SSPA membership,
please click on the logo below.

------=_NextPart_000_0064_01C0ABE1.CF641D50
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=3DContent-Type content=3D"text/html; =
charset=3Diso-8859-1">
<META content=3D"MSHTML 5.50.4611.1300" name=3DGENERATOR></HEAD>
<BODY>
<DIV> </DIV>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D"100%" border=3D0>
<TBODY>
<TR>
<TD width=3D150><IMG height=3D70=20
src=3D"http://www.supportgate.com/images/p2/plate_r01_c01.gif" =
width=3D150=20
border=3D0 NOSEND=3D"1"></TD>
<TD width=3D"100%">
<CENTER><A=20
=
href=3D"http://www.supportgate.com/community/tech_support_texas/index.htm=
l"><IMG=20
height=3D60 =
src=3D"http://www.supportgate.com/images/banners/techsup.gif"=20
width=3D468 border=3D0 NOSEND=3D"1"></A> =
</CENTER></TD></TR></TBODY></TABLE>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D"100%" border=3D0>
<TBODY>
<TR>
<TD rowSpan=3D8></TD>
<TD rowSpan=3D8></TD></TR>
<TR>
<TD bgColor=3D#5a92ad colSpan=3D4> </TD>
<TD bgColor=3D#5a92ad colSpan=3D5><FONT=20
face=3D"Verdana, Arial, Helvetica, sans-serif" color=3D#ffffff =
size=3D3>Supportweek - March 13,=20
2001  </TD></TR>
<TR>
<TD bgColor=3D#5a92ad colSpan=3D9> </TD></TR>
<TR>
<TD bgColor=3D#cecf9c colSpan=3D3> </TD>
<TD colSpan=3D3> </TD>
<TD bgColor=3D#cecf9c colSpan=3D3> </TD></TR>
<TR>
<TD bgColor=3D#cecf9c> </TD>
<TD vAlign=3Dtop bgColor=3D#cecf9c>
</TD>
<TD bgColor=3D#cecf9c> </TD>
<TD> </TD>
<TD vAlign=3Dtop>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D"100%" border=3D0>
<TBODY>
<TR vAlign=3Dtop>
<TD><IMG height=3D51=20
=
src=3D"http://www.supportgate.com/images/supportweek_red.gif"=20
width=3D268 border=3D0 NOSEND=3D"1"> </TD>
<TD width=3D1>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D200 =
align=3Dright border=3D0=20
valign=3D"top">
<TBODY>
<TR align=3Dright>
<TD>This infoletter sent =
to </TD></TR></TBODY></TABLE></TD>
<TD width=3D1>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D1 =
align=3Dmiddle=20
bgColor=3D#000000 border=3D0>
<TBODY>
<TR>
<TD>1 2 3 2 5=20
</TD></TR></TBODY></TABLE></TD><FONT=20
face=3D"Arial, Helvetica, sans-serif" size=3D2>
<TD width=3D1>
<TABLE cellSpacing=3D0 cellPadding=3D0 width=3D1 =
align=3Dleft border=3D0=20
valign=3D"top">
<TBODY>
<TR align=3Dright>
<TD=20
=
align=3Dright> subscribers!</TD></TR></TBODY></TABLE></TD></TR></TBO=
DY></TABLE>
Supportweek is the official publication of the =
Software=20
Support Professionals Association (SSPA) and is a robust=20
collection of articles, survey metrics, events and expert=20
advice. Supportweek is distributed via email and =
uploaded to=20
the supportgate.com website=20
weekly. 
<TABLE height=3D61 width=3D"100%" border=3D0>
<TBODY>
<TR>
<TD width=3D"18%" height=3D57><FONT=20
face=3DArial color=3D#0000ff size=3D2><A=20
=
href=3D"http://support.software911.com/supportgatemembers/"><IMG=20
height=3D60=20
=
src=3D"http://www.supportgate.com/images/logos/asksspa_sm.gif"=20
width=3D123 border=3D0 NOSEND=3D"1"></A> =
</TD>
<TD width=3D"82%" height=3D57><FONT=20
face=3DArial color=3D#0000ff size=3D2>"<A target=3D_blank =

=
href=3D"http://support.software911.com/supportgatemembers/">Ask=20
SSPA</A>" is launched!  A searchable knowledgebase =
to=20
locate articles, white papers, audio/video presentations, =
management=20
tips and many other resources that Supportgate.com maintains =
on its=20
Web Site.</TD></TR></TBODY></TABLE>
<FONT=20
face=3DArial size=3D2>If for any reason this message appears =
garbled, you can=20
go directly to the Online Edition of Supportweek at <A=20
=
href=3D"http://www.supportgate.com/pub/supportweek">http://www.supportgat=
e.com/pub/supportweek</A>.=20

<IMG =
height=3D16=20
src=3D"http://www.supportgate.com/images/headings/toc.gif" =
width=3D337=20
border=3D0 NOSEND=3D"1">
<A href=3D"#databytes">Databytes</A> <A=20
href=3D"#articles">Articles</A> <A =
href=3D"#upcoming_events">Upcoming=20
Events</A> <A href=3D"#news">News</A> <A =
href=3D"#tips">Management=20
Tips</A>
<A name=3Ddatabytes><IMG height=3D16=20
src=3D"http://www.supportgate.com/images/headings/databytes.gif" =
width=3D337=20
border=3D0 NOSEND=3D"1"></A>
Question How often do you conduct performance =
reviews?
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/databytes/20010313.htm=
l">Read=20
the answers...</A>
<A name=3Darticles><IMG height=3D16=20
src=3D"http://www.supportgate.com/images/headings/articles.gif" =
width=3D337=20
border=3D0 NOSEND=3D"1"></A>
Make the loop work for you
Francoise Tourniaire I just have to read those =
articles that=20
advertise “How to work successfully with 6 types of =
difficult customers”=20
but I’m usually disappointed when the techniques turn out to =
apply=20
exclusively to “Mr. Picky” and “Ms =
Long-Winded”, neither of whom appears=20
on my to-do list… So I come back again and again to a simple =
and powerful=20
idea: the customer service loop.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/a.ht=
ml">More...</A>
Life in a Cubicle Zoo: The Psychology of =
Office Space,=20
Part 2 of 2
Ravenwerks Consider the use of space in your company. =
Does=20
meeting your objectives require employees to spend a lot of time =
in=20
isolated, concentrated thought? Does it require a lot of books, =
manuals,=20
computers, peripherals and other items that take up space? Do =
people spend=20
a lot of time on the phone? Do they talk with each other? =
Collaborate on a=20
whiteboard? Handle physical items or models? You may find that the =
cubicle=20
model (which assumes a great deal of isolated thought and a small =
amount=20
of concentrated space) is not really suited for your line of =
work.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/b.ht=
ml">More...</A>
When Calling 'Technical Support' You Should =
Also Reach=20
'Customer Service'
Karon Thackston Technical support has long been the=20
department in corporations that offers guidance when end-users =
have=20
difficulty with mechanical or technological processes. Most of us =
call a=20
tech support department to ask questions about our computer, our =
VCR, our=20
satellite dish or perhaps our Internet service. For those of you =
who=20
manage a technical support team, let me make a gentle reminder =
that tech=20
support should also provide customer service.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/c.ht=
ml">More...</A>
WebStar Service Award
Bill Rose The WebStar Service Awards are an annual =
award=20
given out to companies who excel at delivering web-based technical =

support. In the year 2001, we recognized some exceptional =
companies that=20
deliver outstanding support via the web. Some of those companies =
included=20
Mercury Interactive, ServiceWare and Compaq...
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/d.ht=
ml">More...</A>
The Three Dimensions of =
eSupport
Mike McLean Mr. Mike McLean will discuss the benefits =
of=20
eSupport to organizations with an external or internal support=20
responsibility. He will also share his insights on outsourcing IT=20
technical support services and how eSupport with its three =
dimensions is a=20
vital component of any IT solution.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/e.ht=
ml">More...</A>
Job Zone
Jill A. Macinko Looking for your dream job? Look no =
further,=20
you've entered supportgate.com's Career Center. Your future is =
just a=20
click away. Here's a sample ...
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/articles/20010313/f.ht=
ml">More...</A>
<A name=3Dupcoming_events><IMG height=3D16=20
=
src=3D"http://www.supportgate.com/images/headings/upcoming_events.gif"=20
width=3D337 border=3D0 NOSEND=3D"1"></A>
SSPA Europe Executive Forum
Don't Miss Out! Register Now! April 2-3, 2001 - =
Dublin,=20
Ireland
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010221/a.html=
">More...</A>
SSPA Pacific Rim Conference
May 2-3, 2001 - Sydney, Australia
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010221/b.html=
">More...</A>
SSPA Tech Support Teams
May 21-24, 2001 Austin, Texas
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010221/c.html=
">More...</A>
Call For Speakers
SSPA Pacific Rim Conference - May 2-3, 2001, Sydney,=20
Australia SSPA Tech Support Teams Conference - May =
21-24, 2001,=20
Austin, TX SSPA Horizons 2002 - October 1-4, 2001, =
Savannah,=20
Georgia
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010313/d.html=
">More...</A>
Call For Sponsors
SSPA Europe Executive Forum - April 2-3, 2001, Dublin,=20
Ireland SSPA Pacific Rim Conference - May 2-3, 2001, =
Sydney,=20
Australia SSPA Tech Support Teams Conference - May =
21-24, 2001-=20
Austin, TX SSPA Horizons 2002 - October 1-4, 2001, =
Savannah,=20
Georgia
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010313/e.html=
">More...</A>
<TABLE borderColor=3D#000000 cellSpacing=3D0 cellPadding=3D0 =
width=3D"100%"=20
border=3D0>
<TBODY>
<TR>
<TD borderColor=3D#ffffff width=3D"49%">Call =
For=20
Nominations</TD>
<TD align=3Dmiddle width=3D"51%"><FONT=20
face=3D"Arial, Helvetica, sans-serif" size=3D2><A=20
href=3D"http://www.supportgate.com/help/index.html"><FONT=20
color=3D#ff0000>LIVEHelp !!!</A> </TD>
<TR>
<TD borderColor=3D#ffffff borderColorLight=3D#ffffff =
width=3D"49%"=20
borderColorDark=3D#ffffff>SSPA Software Technical Assistance Recognition =
(STAR) Awards=20
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/events/20010221/f.html=
">More...</A>=20
</TD>
<TD align=3Dmiddle width=3D"51%"><FONT=20
face=3D"Arial, Helvetica, sans-serif" size=3D2><FONT=20
color=3D#ff0000>LIVE Help is=20
available to Supportweek readers.  We're available from =
8am to=20
5pm (PST), to answer any questions you have <A=20
href=3D"http://www.supportgate.com/help/index.html">Just =
click here to=20
talk to us, LIVE =
!!!</A></TD></TR></TBODY></TABLE>
<A name=3Dnews><IMG height=3D16=20
src=3D"http://www.supportgate.com/images/headings/news.gif" =
width=3D337=20
border=3D0 NOSEND=3D"1"></A>
Industry News
Peregrine Systems Releases Sneak Preview; Intellution Wins =
WebStar=20
Award; Sutherland And TIBCO; Interact Commerce Expands Use Of Ask =
Jeeves;=20
SSPA Pacific Rim Appoints Director; STAR Awards Call For =
Nominations;=20
ServiceWare Advances eService Solutions; Expertcity Joins Siebel =
Alliance;=20
Motive Announces Customer Care Solution For Broadband
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/news/20010313/a.html">=
More...</A>
New SSPA Member!
Kanisa Inc.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/news/20010313/b.html">=
More...</A>
New SVA Member!
QSupport Technologies
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/news/20010313/d.html">=
More...</A>
New SSPA Europe Member!
FileNET Ireland Ltd.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/news/20010313/c.html">=
More...</A>
<A name=3Dtips><IMG height=3D16=20
src=3D"http://www.supportgate.com/images/headings/tips.gif" =
width=3D337=20
border=3D0 NOSEND=3D"1"></A>
Dianna Booher We all like people who say "yes."=20
Unfortunately, at times, we all have to say "no." Saying "no" =
doesn't have=20
to be an arduous, unpleasant ordeal; it can be a direct statement =
of your=20
thoughts and desires, delivered honestly and professionally.
<A=20
=
href=3D"http://www.supportgate.com/pub/supportweek/tips/20010313.html">Mo=
re...</A>
<A name=3Drequest_for_articles><IMG height=3D16=20
=
src=3D"http://www.supportgate.com/images/headings/request_for_articles.gi=
f"=20
width=3D337 border=3D0 NOSEND=3D"1"></A>
Share your knowledge by submitting articles to Supportweek. =
Supportweek=20
represents the world's largest technical support community being=20
distributed to thousands of e-mail inboxes weekly. Further your =
career and=20
profession by becoming published in this industry leading =
publication. We=20
request articles in the 500-1,000 word range. Featured Supportweek =
authors=20
receive a byline in the publication and a free SSPA shirt. To take =

advantage of this opportunity, send an e-mail to <A=20
href=3D"mailto:in...@supportgate.com">in...@supportgate.com</A> and =
place=20
"Supportweek" in the subject line.
* NOTE * You can unsubscribe from this list by sending a =
message=20
to <A =
href=3D"mailto:imai...@supportgate.com">imai...@supportgate.com</A>=20
with "unsubscribe supportweek" IN THE BODY of the =
e-mail.=20


<CENTER>Support<FONT=20
face=3DArial color=3D#ff0000 size=3D2>week is the official publication of the =
Software=20
Support Professionals Association (SSPA).  For =
information on=20
SSPA membership, please click on the logo below. <A=20
href=3D"http://www.supportgate.com/community/sspa/index.html"><IMG =
height=3D51=20
src=3D"http://www.supportgate.com/images/logos/sspa_105x51.gif" =
width=3D105=20
border=3D0 NOSEND=3D"1"></A>=20
</CENTER></TD>
<TD> </TD>
<TD bgColor=3D#cecf9c> </TD>
<TD vAlign=3Dtop bgColor=3D#cecf9c><FONT=20
face=3D"Verdana, Arial, Helvetica, sans-serif" size=3D1></TD>
<TD bgColor=3D#cecf9c> </TD></TR>
<TR>
<TD bgColor=3D#cecf9c> </TD>
<TD bgColor=3D#cecf9c> </TD>
<TD bgColor=3D#cecf9c> </TD>
<TD colSpan=3D3></TD>
<TD bgColor=3D#cecf9c> </TD>
<TD bgColor=3D#cecf9c> </TD>
<TD bgColor=3D#cecf9c> </TD></TR>
<TR>
<TD vAlign=3Dbottom align=3Dright colSpan=3D9><FONT=20
face=3D"Verdana, Arial, Helvetica, sans-serif" size=3D1>=A9 =
1999-2001 Copyright=20
supportgate.com</TD></TR></TBODY></TABLE>
<DIV> </DIV></BODY></HTML>

------=_NextPart_000_0064_01C0ABE1.CF641D50--

----------------------------------------------------------------------
To unsubscribe from this list send email to
"imai...@supportgate.com" with the body
"unsubscribe supportweek".

0 new messages