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Phase II installation bugs: Reactions to bugs

' ... Lucy does use the system ??? Lucy is a kind of odd person. She's very nice but she'll say two very different things to different people in different circumstances which again doesn't help anybody in the long run. ... But Jenny is basically the person that Lucy probably will talk to. ... [Keith,] he's sort of half administrator, he does bits of administration and he does the occasional bit of training, etc, problem reports go through him. So they're sent to him and then they're sent on to us. So it's an odd role he has. Very much attached to the system. ... he's very much on the official line [of communication] but he's not on the unofficial one at all. ... [Jenny escalates it up to] ... Kevin in the first instance and also to her senior management. Very verbal. Kevin who is officially based in this building he's X's IT manager. ... It's not a popular position that one. He's not a computer person so it's hard for him. People complain to him and basically he only has one recourse and that's to go and pass it on to Gordan ... '

X042 page 002.01d (tape 05.1.01d) Matt Notes/Tape 14/06/94

Social influence: Individual: Informal networks
Technical influence: Tasks: Maintenance


Recording
Story
Social influence
Technical influence

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