Quote:
Originally Posted by horseman
Some observations:
1. Forum /= Call Logging System
…anyone that has used a structured Problem Recording/Call Tracking system like IBM's Retain, Computer Associates Infoman, Lotus Notes, Utopia et al and a myriad of more recent packages will know what I mean.
Informal Forum/Bulletin Board Style software is simply not designed with necessary security/RDBMS services, hierarchical escalation, audit controls and structure technical progression to accommodate the more formalised expectations that now appear to be discussed here.
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As I have posted above it would have to be a one to one type of forum where only the person posting can see their question and they then get answered personally by a member of the forum team, this would probably cause the forum to very quickly go under as many questions can and are answered by other members without the team becoming involved.
Quote:
Originally Posted by horseman
2. VM do "Semi-publish" stats for response times of various board categories but clearly have their own very valid reasons for limiting it's circulation to a subset of VM H&S users. However as pointed out previously it's not difficult to work out these stats yourself anyway and as already posted here come to the same figure!  . Why they just don't have a Bus/Underground/National Rail type display banner reflecting the latest delay is as per item 1 - probably more a feature of reduced highlevel "scripting limitations" of trying to retrofit a Call Logging Design into a Forum product never intended to support that feature!  |
I doubt that either Virgin Media or lithium would ever contemplate adding such a banner to the forum as again it would stop people from posting or even replying and the forum would fall over through lack of members or anyone asking questions because they would see an SLA rather than the possibility that their query may be answered by another member.
Remember that the majority of questions are not answered by the forum team but by the members themselves using their own knowledge and experience.
I am just using your post to answer some questions and not detracting from your valid post.
