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RE: New issue: error recovery practices (Re: Proposed TAG Finding : Internet Media Type registration, consistency of use)

From: Al Gilman <asgilman@iamdigex.net>
Date: Thu, 30 May 2002 12:48:22 -0400
Message-Id: <>
To: "Bullard, Claude L (Len)" <clbullar@ingr.com>, www-tag@w3.org

[general agreement]

At 11:44 AM 2002-05-30, Bullard, Claude L (Len) wrote:

>>- getCEO service that addresses the complaint where it belongs, not to the webmaster.
>All locally determined.  

Not centrally determined, to be sure; but not all locally determined.  A healthy market will exhibit competition in this regard between 'local' services configured and served locally from the base service provider and 'network-based' consumer advocate services.

>Not a problem for the TAG or the W3C

TAG, almost not a concern, however...

The W3C has the opportunity to "lead, follow or get out of the way" as far as the shape these feedback loops take.  It is important for the TAG to recognize the wisdom of staying out of the way.  Maybe this is a "not just yes, but H___, yes!" to what you said.

W3C -- so long as there are authorized WAI/EO and QA activities, this is a matter of W3C concern.  The web is new enough so that we need to understand the customer-care processes of the Web-using businesses as a resource for gathering useful "how are we doing" information for the service delivered by the Web platform.  And get their customer-care loops (where they touch the web) tuned up for the general good of the Web at large.

I fear not all organizations are as enlightened as yours.  We still need to make customer care activities within corporations aware of web flaws as an issue.  The sponsors of the content served need to assert their interest in the quality of service their customers receive, and for them to take this step they have to understand that there is a gap and this is a loop that they need to assert and operate.  

There is enough wisdom that is present in the best of current practice, and mostly honored in the breach across the breadth of the web, so that an education and outreach action could make a difference.

There is sufficient network effect regarding the user perception that "the Web just works" or "the Web is a flaky thing" so that the W3C should care.  This is in pursuit of its mission, and very broadly across the interests of its stakeholders.  So the W3C has a valid interest in the fact that the necessary control loops are in place and functioning.  Not to dictate how they are wired into the business enterprise.


Received on Thursday, 30 May 2002 12:49:19 UTC

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