What We Have Here is a Failure to Communicate
Have you yourself ever felt stupid because you cannot believe that other people you deal with can’t seem to understand what you’re trying to communicate to them?
Pete, being that you’re also in the graphic arts, maybe you’ve experienced this sort of thing.
Here is the eMail exchange, paraphrased to avoid copyright and identification issues.
Me: I get “Access Denied” when I try to upload to your website, so I am attaching the file to this message. I have attached it in both PDF and EPS versions.
Other Person: You need to go to www… to upload your file. Which of the two files do you want to use?
Me: I went there, and got “Access Denied” when I tried to upload. Both files are the same, but in two different file formats. The EPS file may be the easier one to use.
OP: Which file do you want to use? You sent me two.
At this point, I decided I would just put an end to my headache and pick one myself.
Me: Use the EPS.
OP: You said both were the same so I picked the PDF.
Me: That’s okay. They are both the same.
That was yesterday. I thought everything was resolved. Until today.
OP: I was told both files were the same, so I used the FTP one. If you don’t want a different file, you will have to go to www… and redo the file. But deadline was 4pm. What do you want to do?
That message was sent after 4:00 p.m.
Me: PLEASE TELL ME THE FILE MADE IT IN! THEY ARE BOTH EXACTLY THE SAME! JUST DIFFERENT FILE FORMATS!!!
Okay, I heavily paraphrased my last response. I actually wrote a longer and more detailed response, but such was the underlying theme.
Was I unclear somewhere in my original messages? Please tell me I’m not stupid.
It reminds me of the time I called Dell for a replacement cable, they sent me the wrong thing. Maybe it’s your accent Dan. lol
You mean I shouldn’t have typed it in 1337?
That’s very similar to a recent inquiry I made with GoDaddy.
GoDaddy’s usually reasonably helpful. But, then again, I haven’t need their help too often.
It’s those darn FTP file formats. Such a bear to work with.
I had a similar case where someone wanted a photo and I was asking what it was for - print or web. They said just send me a jpeg and that should be fine. After a ten minute discussion, they said it was for a presentation using an unnamed Microsoft product, so I decided to send a 72dpi. I get a call back complaining that the file printed all “blurry.” So it was for print! Jeez oh man.
I know. Even Photoshop can’t open those pesky FTP files.
Dan,
Your message came through loud and clear–to me, at least. May I ask why you sent two different versions in the first place, though? Was it because you weren’t sure which format they’d be able to use, which they preferred, or___? Some people simply can’t handle too many choices.
Another important point to remember (for those of us who are as detail-oriented as you and I are) is that many people are not detail-oriented at all. These bottom-line types not only want things to be cut and dried, but they often miss the finer points of our communications, because they tend to skip right over them. With people like that, it’s a lost cause to go into more detail to try to explain yourself, because they’re just not going to get it.
Hope your file was uploaded successfully!
Jeanne
Ironically, I sent them two versions to avoid any problems! I knew the deadline was close, so I wanted to make sure they had a different file to work with if the other had any problems.
Dan,
Despite what I’ve said above, I really can’t imagine why this person had so much trouble with such a simple and straightforward communication. You’d expect someone who’s in a position which requires a certain degree of technical expertise to also have at least a basic understanding of the written word. But, he obviously couldn’t handle the “multitude” of choices. Perhaps the company should sign its employees up for a course in decision-making.
Jeanne