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From YouTube: 5 01 Educate Intro
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A
So
as
if
you
didn't
know
it
already,
I
want
to
remind
us
all
that
this
is
a
tough
job
that
we
do,
but
this
is
here
because
of
of
the
thought
that
sometimes,
as
a
support
engineer,
we
might
not
be
thinking
that
educating
the
customer
is
part
of
a
job.
We've
got
an
education
team.
A
B
A
Teach
them
how
to
fish
says
tom,
which
I
think
are
you
just
aligning
with
what
duncan
was
saying,
yeah,
okay
and
that
sounded
like
somebody
else.
Greg
is
off
mute,
yeah.
D
Oh
tom
tom
summed
up
what
I
was
thinking.
I
I
call
it
like
being
a
fishing
instructor.
If
you
teach
a
person,
if
you
give
them
an
answer
or
solution
without
knowing
how
you
arrived
at
that,
then
they're
not
going
to
be
able
to
find
it
on
their
own.
The
next
time
that
comes
up,
so
they
will
be
kind
of
build
a
dependency,
whereas
if
you
teach
them
how
you
found
the
or
how
you
did
your
troubleshooting
identify
the
problem
find
a
solution.
D
C
Give
them
a
greater
sense
of
agency
in
the
product
and
how
it
works
and
a
sense
of
self-reliance
if,
if
they
have
a
better
sense
for
what's
quite
behind
the
scenes,
they
feel
a
little
more
confident
using
the
product.
So
they
see
some
weird,
they
kind
of
realize
it's
either
an
expected
thing
or
they
kind
of
make
a
better
sense
for
them.
A
Yeah,
it's
like
a
follow-on,
I
think,
to
the
ticket
deflection,
but
I
like
that
with
the
sense
of
agency
and
we're
we're
we're
helping
people
to
be
better
at
what
they're
doing,
to
be
able
to
take
care
of
themselves
more,
which
I
think
in
turn
means
they're
more
successful
in
their
jobs
and
hopefully
helps
them
to
stay
as
customers.
Because
now
they've
they've
learned,
we've
helped
them
to
learn
and
they'll
appreciate
that.
B
A
C
Yeah
possible
downside
might
be
knowing
enough
to
break
it
further,
make
it
even
worse,
but
not
really
know
enough
to
how
to
fix
it,
though
so
I
I
know
on
tinker
the
hood
now.
I
I've
got
bolts
left
over
that
I
don't
that
were
there
in
their
performance.
I
don't
know
where
to
go,
though,
and
you're
like
oh
no.
What
did
you
do?
You
knew
enough
to
kind
of
make
it
worse,
but
not
enough
to
actually
fix
it
on
niner,
and
so
it
makes
for
us
potentially.
A
A
little
knowledge
is
a
dangerous
thing
right,
so
I
I
appreciate
that
I
like
like
hearing
that,
and
I
think
that
means
we
just
need
to
be
thoughtful
as
we're
educating
if
we're
going
to
teach
them
something
that
they
could
just
run
off
and
use
and
create
trouble.
We
might
want
to
add
some
more
information
to
that
to
provide
the
right
advice
or
be
careful
about
what
we're
we're
teaching
if
there's
something
that
we
don't
want
them
to
do
without
us,
for
example,
or
without
our
consultation,
then
let's
do
that
anything
else
to
add.
A
E
So
in
general,
I'm
a
huge
fan
of
teaching
people
to
fish,
but
I
would
like
to
bring
up,
I
guess
one
possible
problem,
and
that
is
that
it
can
take
significantly
more
time
and
we
are
deflecting
tickets.
So,
in
the
long
run
that
should
help
it
should
balance
out,
if
not
go
into
the
black
for
us
on
that.
But
the
problem
is
that
we
have
a
lot
of
customers
and
we're
growing.
B
Also,
to
build
on
what
caleb
is
saying
like
one
one
of
our
values,
or
one
of
the
things
we
do
in
support
is
documentation
as
part
of
finishing
up
a
ticket.
So
if
we
finish
a
ticket
and
we've
educated
one
customer
about
an
aspect
of
the
product,
we
should
also
be
seeing.
B
If
we
can
fold
that
back
into
our
docs
fold,
it
back
into
a
feature
request
or
an
issue
or
an
epic,
so
that
we're
not
only
improving
the
product
experience
for
this
person,
but
everyone
else
that
has
a
similar
question
like
cynthia's
skim.
Dox,
is
an
excellent
example
of
this,
because
she's
got
so
many
interesting
troubleshooting
things
in
there
and
I
suspect
it's
deflected
a
bunch
of
tickets.
D
Duncan
craig,
I
I
would
just
piggyback
off
of
what
duncan
was
saying,
so
I
think
using
the
ticket
to
explain
and
educate
the
customer
is
great,
but
I
think
the
best
educational
resource,
if
you
want
it,
set
up
so
that
customers
don't
even
have
to
contact
support.
D
You
want
that
information
to
be
in
the
documentation
if
it's
not
in
the
documentation.
The
customers
are
going
to
have
to
write
support
to
get
this
education
every
time
where
as
ticket.
So
I
guess
it's
kind
of
education
at
scale
where,
if
you
are
I'll
use
myself
as
an
example,
I
got
tired
of
writing.
Hey.
Can
you
please
sanitize
your
logs?
Here's
how
to
sanitize
your
logs.