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2004.06.15

抜本的解決とはこれいかに

さすがにここ数日のココログの不調はniftyもヤバいと思ってるらしい。
ココログスタッフルーム: 動作遅延のお詫びなる記事が出た。

が、しかし。
こういうのはこういうとこで出すべきもの?
ココログユーザすべてが意図してアクセスしなくても見える場所に明記すべきことじゃないかと思うが。
そのへんは、
データバックアップメモ - extended -: ココログは確かに面白い、だがしかし状況が悪すぎる。
HM-Labo辺境観測所: Nifty、しっかりして!!
のご指摘のとおり。
なにも同じ内容を複数箇所で報告しちゃいかんってことはないんだから、どんな状況のユーザにもしっかり伝わる手段をいくつも用意しておくべき。

正直、今回のこの対応には某自動車会社と同じニオイを感じると言ったらいいすぎか?
トラブルは開示することで信頼を得るもの。その対応こそが企業力を示すもの。
障害状況は発生時点ですぐにユーザに伝わらなくては不信感のモトだ。
隠してるのは対応できないからかと思ってしまう。

なにより、それが起きている時にわかってれば時間を無駄にしなくて済むわけだし。
ここ数日の多大なユーザの費やした時間を計算したらどうなるか。ものすごい浪費だ。社会人ならタイムマネジメントでそういうことは学んでるはず(そもそも社会人の基本はホウレンソウ。まず報告ありきでしょ)
ましてそれがお金を払ってもらってるお客様なんだから、「ユーザ本位の考え方」をすれば、こんな対応には絶対にならないはずだ。

パソ通時代から10年もユーザやってきて、たいした不満やトラブルもなしに使っていたから、niftyの「解決能力」や「ユーザ対応」に直面する機会はなかった。
でも、2ヶ月ほど前、@homepageのトラブルで電話問い合わせをした時に、混雑時間帯を外したにもかかわらず保留のまま30分近く待たされたことや、その対応の内容に、初めて疑問を抱いた。
そのうえココログのこの不調。
ぶっちゃけた話、ISPの変更は労力要るからやりたくない。
「抜本的解決」がハード面だけと考えていないことを期待する。

ということで、「ココログの現状を直接@Niftyの社長さんに「直訴」しましょう!」キャンペーンに乗らせていただく。


《追記》
異常感想注意報: ココログが夜間の負荷対策を検討パロには爆笑してしまった。
人間やっぱ怒ってても笑い飛ばす余裕はどっかに残しておかんとね(^_^;)

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Posted by: http://perderpesorapidamente.co | 2014.06.09 07:54

hiro-pさん、コメントありがとうございます。
あの企画はちょっと神経逆撫でされますよね…。
担当が違うってのはあるでしょうが、ココログスタッフ全体の
方向性の統一や情報の共有はされてないのかな、
なんてことまで考えてしまいます。
障害・メンテ情報が「ココログナビ」では表示されず、
インフォ画面を別途開かなきゃならないのも理解に苦しみます。
どう改善するつもりか、ぜひとも知らせてほしいです。

Posted by: showko | 2004.06.15 21:00

TBありがとうございます。
私もshowkoさんの意見に全く同感です。
「ココログナビ」では
またまたお気楽に「ありがと。Blog」なんていう
新しい企画を始めていますが、
そんなことをする前にやるべきことがあるんじゃないの?
という感じがしています。

Posted by: hiro-p | 2004.06.15 20:14

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