[WinMac] Re: Problem Reporting

David Bell(db28[at]alphainfo.co.uk)
Fri, 28 May 1999 09:03:17 -0500

Dan Wrote

> Ha Ha Ha! If one could easily *identify* the source of a problem, then
>listserv traffic would be cut in half because if you can identify it you're
>already well on the road to fixing it.

Exactly! And your contribition to this thread demonstrates my point
exactly.

You stated that:

> MacOS 8.6 broke the latest released version of Adobe Type Manager

- without any further qualification or suggestion that there is a fix.

Now as an ATM user about to upgrade to OS 8.6 your comment causes me
significant concern. But I can only form a judgement about whether this
really is a problem based on the information available in the message and
any opionion I might have as to whether Daniel L. Schwartz is a credible
source of information (which of course he is!)

It would be so much easier for everyone in my position if the report had
been accompanied by a reference to some documentation on the problem -
especially of there's already a fix available. For example in this case,
the problem is documented at www.macintouch.com, and there is a fix - the
recommended solution is to upgrade to the latest version, ATM 4.5

Having said that, it's also important that references are checked - for
example, the problem report which prompted my first post was: "Files
disappearing after installing Mac OS 8.6" - with a reference to another
list. Not only did the quoted reference make it clear that there isn't a
problem with files going missing, but it raised a completely different
problem with incorrect drivers being installed for third party graphics
cards. (In case I'm accused of not following my own recommendations, this
is also documented at www.macintouch.com :-) So in this case, the
reported problem turned out in effect to be unsubstantiated rumour.

So to summarise my earlier posting, listserv traffic would indeed be cut,
and we'd all already be well on the road to fixing problems if:

1. Reported problems are adequately described, either in the message or by
    referencing another resource.

2. If there's a fix, include it - or a reference to it.

3. If you include a reference, make sure that the reference actually
    substantiates what you're saying!

4. Don't pass on hearsay without checking it out first.

David Bell
Alpha information Services Ltd
Glasgow

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This archive was generated by hypermail 2.0b2 on Fri May 28 1999 - 07:13:37 PDT