Well if you read the template, you'll see I start out with a non-technical explanation, advise that they forward the email to an IT type person, and offer to help in any way I can. Then I put in a "More info" heading further down with all the details and instructions.
Overall I'm pleased with how well this approach works. When people realize that their email is getting stuck in spam filters because of a problem on their end, they're usually motivated to get it fixed. Sometimes it gets sent to an owner who had barely enough tech mojo to stand up a gmail account at a custom domain, and even then the instructions are usually simple enough for them to follow.
I read the template, that's how I spotted the acronyms that weren't spelled out. Like DNS on the second line, before you recommend forwarding.
>Overall I'm pleased with how well this approach works.
Interesting, I definitely would have thought it'd be ignored more often than not, but I might have to look into rolling out something similar. Thanks for the idea.
> If you do not have access to your company’s DNS records, please forward this email to someone in an IT role.
If you don't even know what DNS records are, I'd imagine you'd assume you don't have access to them and so forward them to the IT person as suggested. But sure, maybe he could also add ", or don't know what they are" to this line.
I'm not trying to be unfair or critical or anything. My first question was genuine. I intended my note about acronyms to be just that: a side note. The response I got was "If you read the template [...]", which it should have been pretty obvious I did. Then I got an explanation of the template as if I hadn't read it, which was a bit patronizing.
I think it's a good idea (and said so twice!). I was curious what the reception was like.
Sorry if my comment about acronyms was too much. It is a pet peeve of mine to see acronyms not spelled out, especially technical ones in a document intended for non-technical people. I didn't intend it to derail the conversation. Obviously it was taken in a way more critical way than I had intended -- my fault.
Sorry I didn’t pick up that you had read the template. I was just trying to give context for my answer without assuming or requiring anyone who might read it to have scrolled through all the code.
Overall I'm pleased with how well this approach works. When people realize that their email is getting stuck in spam filters because of a problem on their end, they're usually motivated to get it fixed. Sometimes it gets sent to an owner who had barely enough tech mojo to stand up a gmail account at a custom domain, and even then the instructions are usually simple enough for them to follow.