@Townman
You see... if you had written out , in full, the words that you used for the
"well known short hands used around here"
instead of using abbreviations ..you would not have had to spend so much time and effort explaining to mere mortals, like @mandyderek and me, and others what you were talking about....
So... you effectively shot yourself in the foot... and then put your foot in your mouth, having to explain it all..
Not everyone is a (ahem) super? ? ? user .... like yourself... not everyone is well versed in the abbreviations used by IT professionals... so when you speak to the less educated than yourself, then you must use language and terminology, that is easy for them to understand... to be able to get your point across.... instead of trying to impress with the use of abbreviations.
This... is the basis of Communication.... however, it seems that communicating within Plusnet to its users has become a thing of the past, and practising the art of hurdle building is an increasing phenomenon within the system.... putting as many hurdles in the way, as to make it difficult to communicate effectively, and efficiently, with a communications company..
A quote from you,.... ( @mandyderek asked a question) ....
"How about allowing others to understand what you are trying to say"
You replied....
That comes across as blaming someone else for what one does not know.
Simply asking what do the terms mean, which are not understood, is far more friendly.
Surely, the wording in heavy type there, is the request, asking for the information ...
so don`t patronise or pass the blame on to others for your shortcomings... by turning the table on that person with
"that comes across as blaming someone else for what one does not know" ...
That comes across as arrogance, and being very "unfriendly" to @mandyderek despite your opening gambit.." Welcome to the forum" ...
You said......
This forum, twitface and email systems do not readily integrate with CRM systems -
Why? because the CRM systems designed and used within plusnet, have not kept pace with modern communication techniques, which for a communications company is not a good picture... is it...
CRM systems should have planned the systems better to be able to "readily integrate" the use of twitface and email.... strange that a double standard appears therein.... because on the one hand you are saying twitface and this forum... does not readily integrate....
but plusnet uses both, instead of a ticket system (generated by the customer ) and/or Live chat... now defunct....
you said.....
Therefore using them as a route to support can cause important information to become dispersed across several support environments.
Kind of makes you wonder what is going on at Plusnet, with so many failures in the systems that should, by now, be working perfectly for both the customer and the company, by utilising properly designed and executed systems of customer support route(s)
Instead ,,... plusnet use a mish mash of non-integrated parts, that are cobbled together, as and when a problem with the present system arises.
You said....
Email communication does not lend itself to being from a verifiable source, nor does twitface and this forum.
and yet..... thousands of companies, nay millions of companies, around the world, use the email system and it works for them and their customers, extremely well....
Yes, we all know about scams and the like, but as you and those in the service of Plusnet are (to quote you ) IT professionals, it is easy enough for you to decide which are genuine requests from genuine customers, requesting genuine customer support for problems... as opposed to the unverifiable source traffic... and... ..
Plusnet.. uses twitface, so why not also have email. (Oh yes,... and Live Chat.. which was also a "verifiable source" but was shamefully closed down ) ...
You said.....
The Superusers have debated the desirability of the use of the ticket system repeatedly ... modern thinking deems it old fashioned and
not the way users want to interact.
( and who decided that? certainly not the users... but someone in Plusnet management. )
To conclude.... .... .. I agree with your final wording....
Social Media is seen as fashionable and de-rigueur, but that does not making it right.
