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[JR@YUKON.SCRC.Symbolics.COM: Incremental tape re-use]
Date: Wed, 9 Aug 89 01:02 EDT
From: pan@Athena.Pangaro.Dialnet.Symbolics.Com (Paul Pangaro)
Anyone from SLUG have any opinions on this? What about useful
suggestions? Can the community of users help Symbolics invent ideas on
how it can create a viable corporate memory. Users are already part of
it (since it already acts in that capacity, by responding to slug e-mail
from users), but how should such a mechanism be instrumented?
I have on perhaps 2 or 3 past occasions run into the same sort of
problem and raised my voice to Symbolics in hopes that it would be heard
just as you have. I find their response these days to be satisfactory.
There will always be cracks that information will fall into.
The Truth as I know it:
1. 36xx tape drives don't support appending to tape. They are not
physically capable of it.
This is something I don't understand. How can a tape drive be
physically incapable of appending?
The issues I see are:
1. The doc does not reflect the current state of the system. This is
2. Our support people do not know the answers to these questions (sorry,
DE). Unfortunately they don't know everything. I don't want to sound
flippant about this, but people do make mistakes. We need to limit
A general problem. If I was callow I would say this is
apparently in-soluable by Symbolics in our lifetime.
I, for one, don't mind when people make mistakes. If they don't learn
from their mistakes, well, that's a whole different ball game. Just
update the documentation for 7.5.
3. I have to assume this is not an isolated incident, but to be honest,
I don't know of any others. I'm sure DE and Reza will let me know if
there are others.
The notorious 3600 IFU is another similar issue. We had to educate our
local support people on the seriousness of the problem after we found
out about it. There isn't any documentation that I know of on this
(internal or otherwise). But, I have been assured that Symbolics is
aware of the problem (a race condition on the IFU) and is working on it.
See my above comment, and consider that ignorance is ignorance in this
case, not evidence that life is really ok.
Yes, ignorance is definitely ignorance.
4. The real problem here is that a customer sent bug mail to the slug
mailing list. Then, one of our support, but not software support people
sent an answer that was not completely correct. Either we should have
not answered the question, or we should have redirected the mail to
Please, please, please don't opt for unresponsiveness.
Yes, and I realize SLUG generally gets added value from answers given on
e-mail, and 1gratis0. Controlling information flow has improved (i.e.,
become more controlled and hence more consistent and maybe, in general,
I find more reliable). This is an internal policy issue. I think it is
the case that e-mail coming from email@example.com will be
taken as correct.
There are any number of things Symbolics should do about this. Hiring
more developers, writers and SQA people are a good first step, to see
that the problems don't creep/continue in the system. Then, we need to
So far as QA on documentation, maybe, that is your province; so far as
the corporate memory goes, no, no, no and again no. This is the old,
"throw more resources at it" solution, which, lets face it, aint gonna
happen and aint gonna improve the situation anyway. Lets get someone
with a concept, an epistemology even, of the corporate needs of
corporate memory, and do something to address that problem.
I agree with Paul here. This is a methodology issue not a resource issue.
advertise our positions on responding to slug mail (who should answer
what). I won't air any of our laundry, dirty or otherwise, but I will
say that I think we are trying to address these issues.
We are trying to be very responsive to our customers. We are attempting
to make 7.5 be a very high quality release. I will put these issues on
the task list for 7.5. Please continue to let slug-liaison (and me if
you wish) know about any other problems you see, and I will endeavor to
Thank you, and I know you are working very hard on all this. My message
was not to niggle you about your own internal QA business, but to point
out something as an external user: a company without a good memory cant
be so smart as it oughta.
P.S. With you permission I would like to post this reply to slug. Please
let me know if I can include your comments as they appear above. Thanks.
If you feel there is something to be gained, sure. If you have
suggestions about this issue, I sure would like to hear them.
How about an object-oriented, knowledge-based, neural-networked
corporate memory? This is the company with the leading AI technology,
isn't it? I would assume that Symbolics tracks all Symbolics-related
information (electronic and paper). What happens to these bits? Do
they just get archived? Is SLUG mail a part of the QA process? If not,
why not? It's a good feedback loop.
Thanks for your openness. It is appreciated.