RE: Interactive Response Time

["Graap, Ken" <keg@xxxxxxxxxxxxx>]

Jon -  YES YES YES !

It is all about perception... We constantly post information of system
availability and internal response time averages in highly visible locations
around the company, even though this information is very subjective at best,
as an indication of end user response time.

The users have come to "believe" this information because after all it is
"officially" sanctioned. We usually get nothing but praise for how well we
keep the system running too...

This works very well, except when a single user runs into a problem where
they have a multi-second response time issue.

We handle these issues individually and can usually present the user and
their supervisor, with a plausible explanation why it happened to them...
Always reminding them, of course, how wonderful response time and system
availability is most of the time...

Yep... perception... perception.... perception...

 Kenneth

****************************************
Kenneth E. Graap
IBM Certified Specialist
AS/400e Professional System Administrator
NW Natural (Gas Services)
keg@nwnatural.com
Phone: 503-226-4211 x5537
FAX:    603-849-0591
****************************************


-----Original Message-----
From: Jon Paris [mailto:Jon.Paris@Partner400.com]
Sent: Tuesday, July 30, 2002 1:38 PM
To: midrange-l@midrange.com
Subject: Interactive Response Time


 >> Also found is that there is a big difference between machine response
time (as measured by timers in the code) and user perceived 'wall time'  as
measured by looking at the clock on the wall

This reminds me of something we found some years ago during testing with
users.  Their perception of the response time also had a lot to do with when
they first saw something come back on the screen.  Users at a remote site
who saw their screen start to fill up after about 1.5 seconds (but didn't
see the complete screen for 4 or 5 seconds) were happier with the response
time than local users were when they had a completed screen in 2 seconds.

Perception - perception!!

Jon Paris
Partner400


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