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Message Posted: Sat, 19 Jun 2004 @ 07:52:47 GMT

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Subj:   Re: When is enough enough ?
From:   McCall, Glenn D

If John is willing to intercept and deal with "known RTFM offenders", perhaps we could make some allowances for those people who are perhaps new to Teradata and don't know about the "freely available manuals" (a point on this below).

Perhaps to deal with this type of user, the first person that sees the post and knows where the answer is in the manual, could respond with something like:

Oh, you can find that in the "XYZ manual" in chapter "N" titled "Blah Blah Blah".

Perhaps we could call this the fish response... "If you give a man a fish he eats for a day, if you teach a man to fish he eats forever" - or at least as long as there are fish in the sea.

I too am frustrated by RTFM'ers - in one case there were some posts from a mob that underbid "our mob" for Teradata support. "Our guys" got kicked out because we were "too expensive" - but the twits that were successful had no idea and used the list as a crutch to find out how to service this particular customer. How do I know? Well no proof, but one of them didn't know about anomy and posted some basic questions shortly after starting. The return address had the company (the consultancy's name) as part of the domain and the questions had a scent of the customer that they were (supposedly) supporting.

On the free access to manuals, I have been at customer sites that are so virus phobic that they essentially have barred internet access except for email. Sure there were exception processes, but these didn't really support timely access to the manuals.

Just my 2 cents worth.

Glenn Mc

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