SPRING TRAINING
Five trainees will be attending the SMARTS Office Spring Training session here in Iowa on Thursday and Friday, April 15 and 16. We will be covering all aspects of the SMARTS traffic and billing system. The next session is scheduled for October 14 and 15, with a registration deadline of October 1.
KEEP A SUPPORT NOTEBOOK
Here's a suggestion, especially for new operators. We suggest you keep a Support Notebook. Each time you call us for help, write down what your question is, and what our answer is. Note the date, and who you talked to at SMARTS. Then, six months from now, when you encounter the same problem, you can refer back to your notes, and re-read our answer. Sometimes you take notes on a piece of paper, which is easily lost. By keeping a Support Notebook, you will be able to put your hands on it when needed.
NO SWEARING
I never thought I would have to advise SMARTS operators of our "no swearing" policy, but this month we had an incident where someone called and treated us to a string of abusive language. Several years ago, when this happened to SMARTCASTER Support people, we set the following policy: If a caller uses foul language, is personally abusive to the Support person, or refuses to follow directions, he or she will be politely told by the Support person that we can't help them when they are in that mode. One warning will be given. If the caller persists, he or she will be told that the call is being terminated, and to please call back when they are in a frame of mind to accept help and direction.
The reason for this policy is not that we have tender ears. It is that when a customer is in such a mood, they cannot learn how to solve their problem. Their time and ours is wasted. Goodness knows that computers and programs are frustrating. We understand that when you call us, you generally have tried to work out your problem. However, that does not give you the right to swear at us. If you are swearing, you are not solving problems.
We have sold and supported SMARTS office software since 1982. In all that time, we have only had one such call. I guess that's a pretty good track record!
SMARTCASTER TRAINING JULY 21-23
For your counterparts on the SMARTCASTER, we have scheduled a three day training session for July 21-23 here in Emmetsburg IA. You might want to pass this information along.
YOU CAN E-MAIL YOUR LOG AND TYPE IT OUT ON THE OTHER END..
An Illinois station called us with a request. How could they generate their program log for a station in another town, E-mail that log to the station, and have the station print out portions of the log? Good question. We did some experimenting, and found that you can E-mail the nailed log as an attachment. You can then import the log into Word, or Notepad, and edit the parts you don't want to print, and print the remainder. The appearance is just like if your log was printed through SMARTS.
Several of you are E-mailing your Breaklog to a station at another location.
If you would like more information, please call the Support Line.
DENISE IS LEAVING
Denise Ehrig, who has been part of the SMARTS Support team for the past five years, has left us to join another software company. John Brendle will be taking over for Denise on interfacing other traffic systems to SMARTCASTERS.
Those of you who have been used to contacting Denise directly will need to begin calling the Support Line number. It is 800-765-2935. You will put in your station code, and leave Voice Mail. Your call will then be returned.
SPRING HAS FINALLY COME TO IOWA! ENJOY IT, WHEREVER YOU ARE—JAN SCHAD
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