Date:         Thu, 28 Jun 2001 08:29:42 -0700
Reply-To:     "Smith, Curtis, Mr, DCAA" <Curtis.Smith@DCAA.MIL>
Sender:       "SAS(r) Discussion" <SAS-L@LISTSERV.UGA.EDU>
From:         "Smith, Curtis, Mr, DCAA" <Curtis.Smith@DCAA.MIL>
Subject:      Re: Why this newsgroup? Just curious...
Comments: To: "bruce@erlichman.com" <bruce@erlichman.com>
Content-Type: text/plain; charset="iso-8859-1"

There have already been many great responses to this post - and I don't want
to be redundant. But let me add something. SI tech support is the best
software tech support I have ever encountered. I don't think you can even
talk to someone at M$. SI has on several occasions responded to my questions
by writing code to solve a problem. That shocked me because I thought that
was what they have their consulting service for (which you must pay). So,
let's don't lead anyone to believe SI's tech support is anything short of
awesome.

So, why this listserv? SI recognizes the benefit of field experience. That
is why they have such a big investment in the Books By Users program. SI
developers and tech support people aren't in the field using SAS and
discovering ways to solve problems with the tools. But, that's exactly what
we do. We encounter real world problems and find working solutions. And,
that's what makes SAS-L great. Yes, you can get quick answers to simple
questions here. But you also find solutions to real world problems.

-----Original Message-----
From: Bruce Erlichman [mailto:berlichman@NYC.RR.COM]
Sent: Wednesday, June 27, 2001 4:47 PM
To: SAS-L@LISTSERV.UGA.EDU
Subject: Why this newsgroup? Just curious...


        Why all the questions addressed to this group?  Assuming one
has a valid SAS license (and maybe this is the answer),  help is just
a phone call away (well, a long-distance call anyway).

        Judging from the level of the questions asked,  I would guess
that maybe 50 to 75% of the questions could be answered on the first
call.  The tougher questions would, of course, get a tracking number.

        My experience with the tracking number system is that a
helpful  answer is usually e-mailed within 24 hours, sometimes even
the same day.  Besides, we are paying dearly for this service through
the license  fees.  Why not take advantage of something we're paying
for already?

        Is  help faster via this group than from SI?  Are the ques-
tioners embarrassed to talk to SI?  Are the SI people manning the
phones inadaquately trained?  What?

        Just curious.


                Bruce