Shoghi Effendi Internet Quote

Many Baha’is hold this quote predicts the creation of the Internet. A mechanism of world inter-communication will be devised, embracing the whole planet, freed from national hindrances and restrictions, and functioning with marvelous swiftness and perfect regularity. — Shoghi Effendi, The World Order of Baha’u’llah, p. 203 Perhaps what we know as the Internet is… Continue reading Shoghi Effendi Internet Quote

Better: Closed or Resolved

I just read: Clients are receiving responses to and closures of long-outstanding tickets. In the past quarter we’ve reduced the number of outstanding tickets by 15% (1500 tickets). We closed several tickets because it was decided no resolution was ever going to be provided after the ticket was open for 6 months without the tier… Continue reading Better: Closed or Resolved

Ticket Inbox Zero

Blackboard implemented a ranking system to determine the priority of support tickets. This effort uses criteria like the age and recency of updates to ensure the attention of Technical Support Managers. Certainly this initiative is due to continuing customer complaints about languishing tickets. Last spring we saw a similar push to fix support. We have… Continue reading Ticket Inbox Zero

Saying No

The point of this is not directed towards anything or anyone specific other than myself. While I do use the example of IT, it is purely a generic metaphor. Probably I have spent too much time in IT and not enough diversifying my experience. With infinite time, manpower, or money, then we could pull off… Continue reading Saying No