Weekend pondering

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For all you user-support folks out there, here’s a question for discussion. We all know that keeping the lines of communication open between users and IT staff is an important part of any tech support operation. If people are afraid to come to you with questions, that’s bad for everyone involved. Sometimes that means saying yes to a project even though you don’t think it’s necessary or even work related, just to keep everyone happy, as opposed to being at odds with your IT staff.

Where would you draw the line and finally have to say “no” to a user? Does it depend on the user’s position within the organization? Does it depend on how they’ll react to a “no”? Does it depend on your own place within the organization? Let me know what you think.

I have many thoughts of my own, they’ll be forthcoming.

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