Comments on: Mozy demonstrates the wrong way to talk to users http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/ Health Information | Geekery Wed, 01 Feb 2012 21:49:12 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Saul http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43930 Saul Fri, 30 Mar 2007 23:46:47 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43930 I'm sure there must be better things to do with your time other than to talk about this... or... perhaps I'm wrong. To add another facet to this conversation, and, perhaps, In my own defense, let me tell you that I am almost always in humor mode. This time, I wasn't. It is also true, as David mentioned just above, that I thought the tomfoolery was going on at the company's expense. So I wasn't even thinking that this was even possibly a reference to a cultural phenomenon of which I was unaware. As one of you pointed out, email communication leaves out an amazing amount of information. Inflection, gestures, facial movements, all of which can give one a clue about what is going on. I expect that Josh and I would not have had a problem if we were face to face. Maybe, he would even be someone I just love to hang out with... My wife would tell you that she feels the need to warn people that my humor is hard to detect through my straight-faced presentation. Finally, David and I are "talking" privately about ways of backing up data... and I keep on telling him I like Mozy over a number of other online backup services, both for cost and convenience. Perhaps this will add a wrinkle into the conversation. I'm pleased no one is taking this too seriously. I’m sure there must be better things to do with your time other than to talk about this… or… perhaps I’m wrong.

To add another facet to this conversation, and, perhaps, In my own defense, let me tell you that I am almost always in humor mode. This time, I wasn’t.

It is also true, as David mentioned just above, that I thought the tomfoolery was going on at the company’s expense. So I wasn’t even thinking that this was even possibly a reference to a cultural phenomenon of which I was unaware.

As one of you pointed out, email communication leaves out an amazing amount of information. Inflection, gestures, facial movements, all of which can give one a clue about what is going on. I expect that Josh and I would not have had a problem if we were face to face. Maybe, he would even be someone I just love to hang out with… My wife would tell you that she feels the need to warn people that my humor is hard to detect through my straight-faced presentation.

Finally, David and I are “talking” privately about ways of backing up data… and I keep on telling him I like Mozy over a number of other online backup services, both for cost and convenience.

Perhaps this will add a wrinkle into the conversation. I’m pleased no one is taking this too seriously.

]]> By: David Rothman http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43767 David Rothman Fri, 30 Mar 2007 13:12:28 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43767 Amanda, if the person who said this had read all of the above, he might have noticed that Saul DID think there was some tomfoolery going on and was writing to Mozy to make sure they were aware of it. A user who doesn't understand the documentation of your product and writes to you about it doesn't deserve an explanation? Okay, you're entitled to your postition, but I see far too many geeks of my generation saying this sort of thing. <em>Anyone who doesn't "get it" doesn't DESERVE my courtesy.</em> Saul isn't stupid- he just didn't get the joke. That makes him worthy of your condescension? I think that's awful. Amanda, if the person who said this had read all of the above, he might have noticed that Saul DID think there was some tomfoolery going on and was writing to Mozy to make sure they were aware of it.

A user who doesn’t understand the documentation of your product and writes to you about it doesn’t deserve an explanation? Okay, you’re entitled to your postition, but I see far too many geeks of my generation saying this sort of thing. Anyone who doesn’t “get it” doesn’t DESERVE my courtesy.

Saul isn’t stupid- he just didn’t get the joke. That makes him worthy of your condescension? I think that’s awful.

]]> By: Amanda http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43759 Amanda Fri, 30 Mar 2007 13:02:42 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43759 "If someone can actually read out the line “YOU AGREE TO USE THE SOFTWARE OR SERVICE EXCLUSIVELY FOR GOOD AND FOR AWESOME” without realizing that there is some tomfoolery going on then I don’t feel like they deserve an e-mail explaining the mechanics of a joke." Or maybe their first language isn't English??? I stand by what I said before. “If someone can actually read out the line “YOU AGREE TO USE THE SOFTWARE OR SERVICE EXCLUSIVELY FOR GOOD AND FOR AWESOME” without realizing that there is some tomfoolery going on then I don’t feel like they deserve an e-mail explaining the mechanics of a joke.”

Or maybe their first language isn’t English??? I stand by what I said before.

]]> By: Andrew Rothman http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43474 Andrew Rothman Thu, 29 Mar 2007 22:53:59 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43474 It's seems pretty clear that Josh had no malice. Unfortunately, he also seems to have no clue. Business communication <i>should</i> have a different tone than personal communication. Why would an entrepreneur <i>not</i> err on the side of politeness and courtesy? Save your edgy humor for your friends, or for the next open-mic night at the comedy club. It’s seems pretty clear that Josh had no malice.

Unfortunately, he also seems to have no clue.

Business communication should have a different tone than personal communication. Why would an entrepreneur not err on the side of politeness and courtesy?

Save your edgy humor for your friends, or for the next open-mic night at the comedy club.

]]> By: CJ Bryant http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43434 CJ Bryant Thu, 29 Mar 2007 18:24:47 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43434 You're right, David. I joke with my customers all the time. I also end up explaining and/or apologizing occassionally. They take it goodnaturedly for the most part. I tend not to do it by email as much as in person because I feel that it's clearer I'm being facetious in person. At least sometimes. There are some people who seem not to have a sense of humor. In person, it is easier to pick up on that and get serious. Or at least to project seriousness. But also, your job and my job is answering people's questions, no matter how trivial. It wouldn't occur to us to respond to someone and not address the original request. Even in the pursuit of humor. So I do totally see your point and at the same time can't really work up any aghastness at the response. Not like when I explained to my pharmacist I was taking 7.5 mg of something morning and night and not 5 mg once a day like they had provided and she said "that can't be right, it only comes in fives." That produced aghastness in spades. ta, CJ You’re right, David. I joke with my customers all the time. I also end up explaining and/or apologizing occassionally. They take it goodnaturedly for the most part. I tend not to do it by email as much as in person because I feel that it’s clearer I’m being facetious in person. At least sometimes. There are some people who seem not to have a sense of humor. In person, it is easier to pick up on that and get serious. Or at least to project seriousness. But also, your job and my job is answering people’s questions, no matter how trivial. It wouldn’t occur to us to respond to someone and not address the original request. Even in the pursuit of humor. So I do totally see your point and at the same time can’t really work up any aghastness at the response. Not like when I explained to my pharmacist I was taking 7.5 mg of something morning and night and not 5 mg once a day like they had provided and she said “that can’t be right, it only comes in fives.” That produced aghastness in spades. ta, CJ

]]> By: David Rothman http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43422 David Rothman Thu, 29 Mar 2007 17:34:18 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43422 Steve- I haven't tried to "villify" Mozy. I pointed out what I thought was extremely poor and unwise communication with a user. I maintain that it is generally-accepted business practice to answer questions from one's users politely and helpfully. I catagorically reject your assertion that this is simply my personal preference. I maintain that it is unwise to make jokes at the expense of your users and it is unwise to fail to answer questions from users to the best of your ability. I regret that the discussion has caused you so much distress, Steve. Take care. Steve-

I haven’t tried to “villify” Mozy. I pointed out what I thought was extremely poor and unwise communication with a user.

I maintain that it is generally-accepted business practice to answer questions from one’s users politely and helpfully. I catagorically reject your assertion that this is simply my personal preference.

I maintain that it is unwise to make jokes at the expense of your users and it is unwise to fail to answer questions from users to the best of your ability.

I regret that the discussion has caused you so much distress, Steve. Take care.

]]> By: David Rothman http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43420 David Rothman Thu, 29 Mar 2007 17:27:17 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43420 Hi Kent- It is entirely possible for people to disagree with you AND not be stupid. Please do disagree with me (and anyone else) in the comments of this blog, but if you'd please state your views without the ad hominem attacks, you might even receive a response. Best, -David Hi Kent-

It is entirely possible for people to disagree with you AND not be stupid.

Please do disagree with me (and anyone else) in the comments of this blog, but if you’d please state your views without the ad hominem attacks, you might even receive a response.

Best,

-David

]]> By: Mary Carmen http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43419 Mary Carmen Thu, 29 Mar 2007 17:27:03 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43419 I think if anything, this is just a really good example of how communication via email is really bad at conveying intent and context. I see both sides, but I guess since I work in a customer service department, I tend to err on the side of caution and with the customer. I think if anything, this is just a really good example of how communication via email is really bad at conveying intent and context.

I see both sides, but I guess since I work in a customer service department, I tend to err on the side of caution and with the customer.

]]> By: Steve Duffy http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43418 Steve Duffy Thu, 29 Mar 2007 17:25:30 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43418 You know, I just typed out a long rebuttal to your comments, but I think it's pointless. You feel that this was terrible customer service, while I think you're blowing it out of proportion. Saul feels that he shouldn't trust his data's security because of the verbiage. That's fine. That's his personal choice. The overarching point I have is that the attempt to vilify the service of Mozy based on one e-mail correspondence that is very obviously open to considerable interpretation is misguided. Everyone can agree that the response was meant to be tongue-in-cheek, yet your article brands that as "the wrong way" to pursue customer service. It's not. It's just not *your* personal flavor of interaction - based on your life and your viewpoints. Me personally? I would have laughed at the e-mail, not knowing the reference (didn't until reading this, in fact). You know, I just typed out a long rebuttal to your comments, but I think it’s pointless.

You feel that this was terrible customer service, while I think you’re blowing it out of proportion.

Saul feels that he shouldn’t trust his data’s security because of the verbiage. That’s fine. That’s his personal choice.

The overarching point I have is that the attempt to vilify the service of Mozy based on one e-mail correspondence that is very obviously open to considerable interpretation is misguided.

Everyone can agree that the response was meant to be tongue-in-cheek, yet your article brands that as “the wrong way” to pursue customer service. It’s not. It’s just not *your* personal flavor of interaction – based on your life and your viewpoints.

Me personally? I would have laughed at the e-mail, not knowing the reference (didn’t until reading this, in fact).

]]> By: David Rothman http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/comment-page-1/#comment-43417 David Rothman Thu, 29 Mar 2007 17:21:49 +0000 http://davidrothman.net/2007/03/28/mozy-demonstrates-the-wrong-way-to-talk-to-users/#comment-43417 We're totally in agreement that it was funny, CJ. :) I don't even think it was all that serious an offense- just a really good example of a way in which one should not talk to one's users. We’re totally in agreement that it was funny, CJ. :)

I don’t even think it was all that serious an offense- just a really good example of a way in which one should not talk to one’s users.

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