Re: Abuse response [Was: RE: Yahoo Mail Update]

[Joe Abley <jabley () ca afilias info>]

On 15 Apr 2008, at 11:22 , William Herrin wrote:

> There's a novel idea. Require incoming senior staff at an email
> company to work a month at the abuse desk before they can assume the
> duties for which they were hired.

At a long-previous employer we once toyed with the idea of having  
everybody in the (fairly small) operations and architecture/ 
development groups spend at least a day on the helpdesk every month.

The downside to such a plan from the customer's perspective is that  
I'm pretty sure most of us would have been really bad helpdesk people.  
There's a lot of skill in dealing with end-users that is rarely  
reflected in the org chart or pay scale.


Joe