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From YouTube: 4 03a Setting an Agenda
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A
How
does
this
actually
work
right?
I
have
zero
interest
in
wasting
anybody's
time.
Not
yours,
not
mine,
not
the
customers
right.
I
believe
that
everything
we're
talking
about
in
the
training
will
help
us
to
be
more
efficient
and
effective.
Actually,
so
I
look
at
what
we're
talking
about,
which
is
either
the
thing
we're
trying
to
do
is
too
simple
to
to
put
time
into
writing
down
what
it
is,
or
it's
too
complicated,
and
I
can't
write
down
what
it
is,
because
I
don't
know
which
way
I'll
be
going.
A
There's
another
way
to
look
at
it.
I
would
suggest-
and
that
is
first,
if
we
don't
have
an
idea
of
what
it
is
we're
trying
to
do,
we
run
a
significant
risk
that
the
call
will
go
longer
or
it
will
be
really
hard
to
get
out
of
it,
because
the
customer
will
not
feel
that
we
have
achieved
what
we
set
out
to
achieve.
A
So
we
we
talked
a
few
days
back
about.
If
we
don't
set
expectations,
the
customer
will
so
we
go
into
a
call
and
we
don't
set
a
clear
expectation
of
what
we're
doing
and
how
long
it's
going.
They
get
to
run
it,
they
get
to
say
no,
we're
not
done
yet,
and
some
of
them
may
say
it
that
harshly
and
some
of
them
might
just
say:
let's,
let's
keep
going,
let's,
I
think
we're
getting
somewhere.
Let's
just
try
to
find
this
and
all
of
a
sudden
your
day
is
gone.
A
B
Yeah,
so
I'm
what
I'd
normally
do
I'm
not
saying
it's
right
or
wrong,
but
I've
found
it
helpful
in
the
past.
It
was
one
is
to
think
about
like.
Why
are
we
unable
to
troubleshoot
this
asynchronously
a
lot
of
times?
It's
just
the
customer
prefers
to
troubleshoot
it
synchronously,
and
at
that
point
I
I
do
like
I'll
emphasize
that
like
to
make
sure
that
this
is
an
effective
and
efficient
way
of
troubleshooting.
B
Could
you
provide
these
logs
that
I
would
ask
you
for
anyways,
or
could
you
provide
a
screenshot
of
this
screen?
I
would
ask
you
to
screen
share
anyways
and
then
because
I
find
live
investigation
calls
like
if
you're
actually
trying
to
resolve
the
problem
during
the
call
it
ends
up,
live
googling
and
I'm
not
good
at
multitasking.
B
So
I'll
just
go
silent
in
the
call,
while
I'm
reading
an
issue-
and
I
feel
that's
not
a
particularly
good
use
of
the
customers
time
or
my
time
to
have
me.
Googling
and
reading
issues
would
be
helpful
if
I
could
have
done
my
homework
before
the
meeting
so
I'll
say
stuff
like
so
I
can
be
prepared
for
the
most
effective
and
efficient
call
use
of
our
time
today.
B
Could
you
please
provide
this
information
sometime
before
the
call
to
this
day,
but
I
do
think
having
some
plan,
maybe
even
a
one-liner
is
really
helpful,
because
I've
been
in
a
number
of
calls
where
we
resolved
the
first
issue
and
then
it's
oh.
While
I
have
you
here.
Let's
take
a
look
at
this
completely
different
thing
that
you've
never
heard
about
before
and
there's
no
support
ticket
where
we
can
keep
all
this
information,
but
let's
just
go
in
and
fix
that
too,
and
and
that
can
spiral
out
of
control.
B
So
I
think
maybe
setting
a
timeline
and
saying
like
we,
I
see
we've
scheduled
a
one-hour
call
together
to
make
sure
it's
an
efficient,
effective
use
of
our
time
or
your
time.
Could
we
maybe
get
these
things
to
help
me?
Do
my
homework
before
the
call
call
today
we'll
explore
this
problem
and
then
like
state
what
you'll
be
exploring
instead
of
saying
we'll
just
be
investigating
an
issue,
or
I
guess,
having
some
intention
up
front
could
be
helpful.
A
A
I
would
I
would
encourage
everybody
to
not
think
of
an
agenda
as
a
rigid
and
exact
set
of
steps
right.
The
agenda
can
only
be
as
as
exact
as
as
you
know
it
to
be
in
in
the
beginning
and
maybe
you're
getting
on
a
call
with
some
customer,
where
you're
going
to
help
them
to
work
through
a
certain
set
of
steps.
A
Well,
that's
pretty
straightforward
until
they
hit
a
problem,
but
it's
still
pretty
straightforward
to
start
with.
You
can
lay
that
out-
or
maybe
it
is
this
more
exploratory
type
of
thing
where,
even
though
we'd
rather
explore
outside
and
not
have
them
sit
there
and
watch
us,
google
that
that
might
be
kind
of
the
direction
we're
going,
but
even
to
make
that
statement
that
I
you
know
we're
coming
in
to
investigate
this.
A
My
intention
is
to
get
this
type
of
information
so
that
I
can
then
go
and
do
the
research
outside
the
rest
of
the
research
and
troubleshooting
outside
of
the
call
not
have
to
use
up
your
time
for
that
so
you're
setting
the
the
ground
rules
for
it.
If
you
will
and
the
more
interesting
the
call
is
likely
to
be,
I
think
the
more
you
want
to
give
some
boundaries
there
for
really
simple
things.
If,
if
even
though
it
was
really
that
simple,
we
still
have
to
get
onto
a
call
for
it.
A
Just
that
simple
statement
like
caitlyn
laid
out.
That's
an
agenda
right.
This
is
not
a
formal
thing
with
times
set
to
each
item
and
thorough
details.
It's
it's
just
enough
of
a
description
to
make
it
so
that
everybody
knows
what's
supposed
to
happen,
and
it
does
give
you
that
space
that,
when
someone
tries
to
go
outside
the
agenda,
you're
able
to
say
that's,
that's
not
what
I'm
I'm
going
to
be
able
to
do
with
you
today,
for
whatever
the
reason
is
right:
oh,
we
need
to
get
a
separate
ticket
opened
up
for
that
or
well.
A
There
are
times
when,
like
with
an
emergency
right,
we
get.
We
get
that
that
page
from
pagerduty
and
we've
got
to
get
onto
the
call
with
the
customer.
I
would
suggest
that
when
we
do
that,
we
start
the
call
with
a
quick
review
of
what
we
want
to
do.
Let's,
let's
lay
out
the
agenda
there,
if
possible,
maybe
in
the
process
of
just
sending
out
the
zoom
invitation,
for
example,
maybe
there
you
can
lay
that
out
also,
but
that
can
be
helpful
too.
A
Some
customers
in
an
emergency
might
expect
that
we'll
stay
with
them
until
absolutely
everything
is
working
perfectly,
but
that's
not
the
way.
We're
set
up
for
emergencies
right,
we're
set
up
to
get
them
to
a
stable
state
and
then
back
down
from
emergency
state
and
get
into
just
a
normal
troubleshooting
method
of
work.