Hi, Rebecca:
The most serious problem with becoming becoming known among your
colleagues for your FrameMaker expertise, it makes you a key resource
whose own productivity is reduced every time you are interrupted to
provide support to a co-worker.
Even if you only support one other worker, support reduces your
productivity; it obviously becomes worse with larger numbers of workers
to support.
If your work situation permits it (some don't permit subscribing to
resources like frameusers.com, and Adobe's user-to-user FrameMaker
forums) it could be more effective to invest in training those who might
need support, to subscribe, read, search, post, and receive responses on
these resource lists. In other words, "teach them to fish, instead of
catching the fish for them."
It would be expensive for each user have a support contract. If one or
several users have support contracts with the expectation that they'd
channel the support requests, then the original problem is only
distributed among them - the skilled users reduce their productivity
when supporting others.
Do the math first, build a model, then evaluate.
HTH
________________
Regards,
Peter Gold
KnowHow ProServices
[EMAIL PROTECTED] wrote:
Our IT dept has suggested we get an Adobe support package for problems
with Framemaker. I personally always use this group instead and will
continue to do so. Will a support package help the rest of them with their
problems? And I don't know what kind of problems. We had a problem with
dropped fonts for awhile, but I found the Dov Isaacs email about PDF
settings and fixed mine, at least.
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