--On 27 January 2010 15:20:06 -0700 LuKreme <[email protected]> wrote:
On 27-Jan-2010, at 14:09, John C. Welch wrote:
Do you want a weekly or monthly breakdown of the strange support calls I
get? Employees only, or the CEO's mother too?
But that wasn't the question. We aren't targeting Letters at users, we're
targeting it at PowerUsers.
Right, but I'm a unix admin, and I have a Mac on my desk because I don't
have to work hard to make it work. I also have XServes because I don't want
to worry about OS maintenance), but I install my own IMAP and SMTP servers
because that's the user service I want to get right. I spend my time
managing the service, not the hardware or OS under it, and not my desktop.
Similarly, power users of a mail client want to spend their time reading
and writing emails. They don't want to struggle to fit workflows around the
client, or to make the client fit their workflow.
There are three possibilties:
A workflow fixed by the client, that I have to adjust to.
A flexible, but hard to configure client that I can fit to my workflow
(like Mulberry, with a couple of enhancements[1]).
A flexible client that I can easily fit to my workflow (like Letters). That
means reusing familiar concepts, and making it easy to talk to people about
how the client works. I have a great many "power users", only very few of
whom even understand the difference between a mailstore and a message
submission server, let alone know the terms.
[1] Those enhancements would be IDLE support, and "save replies in the same
mailbox".
--
Ian Eiloart
IT Services, University of Sussex
01273-873148 x3148
For new support requests, see http://www.sussex.ac.uk/its/help/
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