Blogging to you from David Isenberg's WTF2004 conference at the beautiful Girl Scouts [Edith Macy] Conference Center. I have lots of bits to blog from this conference!

Heath Row just reminded me to publish my morning presentation — an Internet Services Technical Support Sonnet — written about some of my early Pacific Bell and subsequently SBC Internet Services knowledge/social networking efforts to stem the flow of customer dis-satifaction with early DSL Technical Support:

the Internet supplies a useful space
in which to serve your customers real-time
and though you do not see them face-to-face
you 'feel' them in this cyber-place just fine.

now SBC was adamant about
a service level for their DSL
with agents who, at times, would scream and shout
and customers who thought they'd gone to hell.

'plan B' was what we called our 'knowledge net'
our agents built it out of faqs and stuff
it made us proud to know that we could get
good answers to our clients - not just fluff.

from 90 to 5 minutes 'wait' times fell
a 'bottom-up' support job done quite well.

[this sonnet's phrased to honor Shakespeare's rhyme
and WTF-ers in 'real time.' (-:= ]