Thank you! I know where you're coming from. I think I'm a bit ahead of my/the company's time here. My major vision is that as technology grows faster, as we do different things, we have this social network and platform for lack of a better term. Something with tickers/feeds/updates that let people see what others are doing. Break down the silos of people in different departments having no functional knowledge of what each other do, and in turn grow that collective consciousness to something bigger. Facilitate a lot of lateral moves as people get bored with their jobs. If its cushy, they'll get bored and never move. If they're very talented and bored, they churn, but if I'm going to have 80-90% of the same workforce in 6-8 years as I do today, I'd rather the ones that want to move around in the org do so and not stay put the whole time. The training part is something I do today and would leverage as "at least a reason to start using my idea" but, the broader vision is to foster a feeling of belonging and purpose to the greater whole. As it is, its mass email, mass conference call, or I specifically chat to you, or Bob, or Phil etc - There's nothing out there that lets 2 people talking about some thing a way of knowing 2 people had the same problem yesterday/last week or month. Maybe I'm going a little crazy for thinking so hard about it, but I'm a bit of a dreamer.

Not so much that as we are a large org with many quirks in each little department. I agree with spelling everything out and reading - but sometimes filling out a request form on a terrible webpage takes forever and the wrong click of doom will negate the last 10 minutes you spent on it. That's where a video would be handy. As would repeat complex issues that need you to do the right basic maintenance task, but need an advanced level of troubleshooting to know what that task might be. If you're the night shift guy and get a mess of a problem, you can either wake up senior support (me in some cases) or, maybe watch a 15 minute video very specific to the problem at hand.

Thank you! very insightful!

Thank you! I know I'm going to need buy-in from lots of people to get anything off the ground, but what I'm looking at I think is half wiki, half LMS, half youtube in the sense that I'm trying to build a collective intelligence so that regular people can document their every day tasks - be it technical or administrative, and just avoid wasting time finding out how to do something that can be easily explained. Whatever the "it" is I'm trying to build needs to be idiotproof for people to contribute to. If I'm going to ultimately have something forced on people, it has to be "manage a youtube channel like a 7 year old" easy without needing instructions or training on how to use the training tool. That's where I'm having trouble finding something I can work with and organically grow bottom up.

I wouldn't call this a recall as much as a warranty extension. I believe a recall requires a product safety concern to exist that would actually hurt someone. This is just more mac laptops with video problems. I'm looking at you iBook.

I'm not sure what kind of SLA's you have to offer a $10.00 bonus per day, but our SLA is reached as soon as we touch the ticket. It only hits the fan when the customers complain that they're disruptions outlasted the SLA and someone tries to hide behind having touched the ticket, thereby stopping the clock. Even tickets you open with internal helpdesk - you get an email right away telling you someone is working on it and hear nothing back for days. Its just part of the game. Numbers are a good way to gauge performance when people are actually working to do their jobs, but once their jobs become maintaining their stats and numbers, they lose all meaning because the quality of work goes down the crapper but everyone meets their stats. Unethical? Probably, but its just part of doing business.

I'm curious. Do we all have a right (by DMCA in US) or otherwise to the encryption we put on our data? Does it take a court order or other legal instrument to lawfully break encryption? IANAL, but I would think that decrypting the traffic would be unreasonable search and invasion of privacy myself.