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"Our current way of responding to harassment is bad. We need to come up with one that's good."
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They clearly do
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“Its the users fault”
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That's a big ask. Actioning that will require a significant spend.
End of conversation
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I understand the intent of it from an IT Helpdesk perspective.
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A paraphrase: We do all we can according to our policy. Our policy is reactive to issues raised by you, the end user. We need to focus more on being proactive." I've sent a few of these emails out when disaster strikes and people just assume I know about their specific issue.
End of conversation
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To me that's a complexifier
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