Re: FYI>Encyclopaedia Britannica Launches eBLAST; The "Thinking...

[Al Gilman]

to follow up on what Strategies for Success said:

> I tried getting into this web and was refused.  Any ideas?

Yes.

There is an email address for technical problems with their site
<address@hidden>.

I got this from Kelly Ford's excellent review of this site which
you can find in the webwatch-l archives; start at
<http://www.teleport.com/~kford/webwatch.htm>.

The problem is that the technical support people for the site
will need technical information about the browser setup you are
using; technical details that you as a user typically don't have
at your fingertips.

I see you sent this mail from CompuServe.  Were you using the 
CompuServe browser when you failed to get in at eBLAST?
They may have an email address for user support.

To get a problem like this fixed, start by trying to connect
three parties around one trouble report: yourself, someone
involved in technical support for the site, and someone who can
help with the technical details of the browser installation.

The trouble report should be filed as email from you to
address@hidden with a copy to whoever you feel you can call on
for browser and/or screen reader support.  Do be as specific as
you can about what you were doing when it failed, and what
browser you are using.

Do mention in your report that Lynx gives a "badly formed
relative URL -- stripping leading dots" warning message as it
accesses this site.  You can copy <address@hidden> on your
message for follow-up on that detail.

If the browser is Lynx, it is appropriate to copy
<address@hidden>.

If you have a disability, and the problem deals with web
technologies (as this one does), it is appropriate to copy
<address@hidden>.

To summarize:

There are two keys to successfully resolving technical problems
in a network environment.  At this time with the web, they
are not that easy, but you can try.  The two keys are

        - Write a clear trouble report.  What did you do
        before the failure that worked.  If it failed 
        following a link, give the URL to the page where
        the link was.  Give you browser make and, if
        you can figure it out, model.  Knowing the
        operating system is also important.

        - Get the same problem description (this written
        trouble report) to all the people responsible for
        supporting any piece of the network that may have
        caused the problem.  Make them a team to solve
        the problem.  Email is great for this if you
        just "copy all recipients" on follow-ups to
        the trouble report.

Al Gilman

[all quote below]
> 
> R
> 
> -----Original Message-----
> From: address@hidden [SMTP:address@hidden
> Sent: Friday, July 17, 1998 6:24 AM
> To:   address@hidden
> Subject:      Re: FYI>Encyclopaedia Britannica Launches eBLAST; The 
> "Thinking...
> 
> In a message dated 98-07-17 09:17:55 EDT, you write:
> 
> > There is a small technical problem with the way the site is set
> >  up.  I have received warning messages indicating that the site is
> >  using a badly-formed redirect URL.  Somebrowsers may cough
> >  on this glitch.
> >  
> >  If you use the long form Roberta sent, do you get through?
> 
> The url is all lower case letters > maybe that is the problem you are
> encountering.  I have included here the text only version of the page which is
> not loaded with blinking graphics and is not like graphic intense frames
> version on index page.  
> 
> <A HREF="http://www.eblast.com/index_t.html";>
> http://www.eblast.com/index_t.html</A>
> 
> Let me know if this works for you....... Anne Macleod
> 
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> --Boundary_(ID_PKh6EZnyE/5ym/KtVBi+Vg)--
> 

----- End of forwarded message from Al Gilman -----