[Sussex] ECDL (a rant about an exam I don't plan on taking...)

[Mark Harrison]

Back in the mid-90s I ran a multi-site helpdesk serving about 2,500
customers.

One of the things I put in was a a proper helpdesk system, which we wrote in
Lotus Notes.

Basically, when a customer called, we started with their details (which gave
us details of the service level they'd subscribed to). The next question was
"which product."

Then appeared a popup list of common support questions about that product,
and standard answers. Remember this was mid 90s, so pre widespread use of
the Internet, and pre the availability of decent third-party support FAQ
references. Hence what we did was have a team meeting once a week, to which
every analyst had to bring a common question, and their response. We went
through them, and added the ones that met approval to the database.

My favourite ever:

- Product: Lotus 1-2-3 2.4 for DOS
- Question: How do I make part of a cell bold for printing
- Answer: Customer is an accountant. Advise him to use WordPerfect for
letters.

Regards,

Mark


----- Original Message ----- 
From: "Matthew Macdonald-Wallace" <matthew at truthisfreedom.org.uk>
To: "LUG email list for the Sussex Counties" <sussex at mailman.lug.org.uk>
Sent: Wednesday, December 17, 2003 5:09 PM
Subject: [Sussex] ECDL (a rant about an exam I don't plan on taking...)


All,

My dad is currently studying for the ECDL (MS Word) and it has questions
along the lines of:

1. Create a word document in which to store names and addresses for a
mail merge
2. draw a graphic using the tools on the "draw" toolbar
3. Create a slide for a presentation with the following headings...

I have been wondering for ages why people use Word for everything, and
now I know it is because they are taught to do so whilst taking an exam.

Surely it's not too much to ask that they are taught to use a word
processor for word processing, a spreadsheet for numerical data
evaluation, a database for applications such as contacts and products
and a presentation package for presentations?

I realise that the ECDL is recognised and valued by employers, but it's
teaching people to use a screwdriver to put in a nail.  It only works if
you turn it upside down and use brute force...

My £0.02,

Matt
--
+----------------------------------+
|Matthew Macdonald-Wallace                  |
|The Truth Will Set you Free              |
|http://www.truthisfreedom.org.uk/  |
+----------------------------------+
"We are ready for any unforeseen event that may or may not occur."
George W. Bush September 27, 1997

_______________________________________________
Sussex mailing list
Sussex at mailman.lug.org.uk
http://mailman.lug.org.uk/mailman/listinfo/sussex