Comment on What's with the 'Thanks' people?
ravulous@lemdro.id 9 months agoYeah, it’s my own fault for not providing enough context. You are 100% on the ball that this is not regarding an email sign-off. Allow me to remedy the lack of appropriate context.
I’m the IT person at my org. The latest incident that sparked this post was a member of our sales team shooting me a message of, “Hey, send me a new pair of AirPods. Thanks.” There’s a couple of things wrong with approaching me that way:
- Any request, especially hardware requests, need to be submitted as a ticket so that there’s a paper trail. It’s a well established procedure. If you scroll back in our message history, it is almost exclusively them attempting to bypass the ticketing system and me responding to the tune of, "Hey! Happy to help. Shoot me a ticket at link-to-our-ticket-system.com and I will assist you as soon as I can!"
- Nearly anything that comes to my desk, that isn’t a technical issue, is a request that needs to be put through the review process, and approved or denied based upon its merit.
Interactions along that line aren’t unique, or tied to any specific individual. It’s typically a percentage of any employee pool I have ever been a part of. It’s the presumption of a done deal that grinds my gears, but I don’t have the perspective to guess at their thought process so I was curious if I was missing something. Anyways, thank you for your thoughtful response. It is greatly appreciated.
solitaire@infosec.pub 9 months ago
Ah, you’re right then. They are trying to skip the proper channels because, for a lot of office roles, you’re trained to do exactly that.
A lot of my job now is emailing and calling people in different organizations and systems. For most of them, they’ll technically have forms that look a lot like a ticket system but their purpose isn’t organization - it’s a filter. If you are in the know you contact them directly. This is true of contacting my department as well, if you’re filling out a ticket you’re probably on the bottom of the pile and if we’ve given you direct contact information we want you to contact us directly.
This leads to a habit of trying to guess who you’re supposed to contact too. The worst that can happen is you just get linked back to the ticket system so may as well try. Being good at your job involves building up a whole list of people you contact to not be put in form purgatory.
While an IT ticket system superficially looks the same as the labyrinth of everything else we have to deal with, the difference is it’s internal. Either everyone can contact you directly anyway or the ‘wrong’ people can, so it’s not the same curated list. It’s also an actual system (usually) instead of just being an alternative way to send an email that gets dumped into a shared inbox.
So yeah, it’s really easy to just assume IT is exactly the same as the rest of your communications if you don’t know any better. They’re just communicating with you how they would anywhere else.