Pay attention to what users do, not what they say.
10.4 The Help Desk
10.6 Further References
The relationship you and your team have with the user community is one of the most important relationships you will have to maintain. In some regards, your reputation in the company can be measured by your relationship with the users. If you have a positive relationship, the user community (which for IT is essentially everyone in the organization) will be your ally for almost anything you want to do. However, if that relationship is less ...