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PDB Helpdesk: Email, Please
By Thiravudh Khoman

As someone who tackles Helpdesk questions from time to time, I'd like to urge people seeking help to include their email addresses with their queries (if they have one, of course), and for Post Database (PDB) to print this contact information if they receive it (which I assume it already does if they're provided).

Unfortunately, Helpdesk is a fairly limited mechanism for resolving problems. Part of this is due to the time lag involved in getting both the initial letter and an answer printed. Presumably, this can take anywhere from 2 weeks to more than a month. Furthermore, rarely can a problem be resolved in a single response, even assuming that the response is on the right track. Invariably, several rounds of feedback are required before a problem can be isolated and hopefully resolved.

I'm sure a number of people are willing to help. Unfortunately, writing a formal response to PDB and attempting to cover all combinations and permutations of a problem is a chore. Often, this can be pursued more efficiently through "informal" channels first, and for a problem resolution to be printed in PDB at a later date so that others may benefit.

Copyright © 1998-2000, Thiravudh Khoman