Tag Archives: coffee

A tale told in 5 emails

Act I

coffee-cup-images-016From: Larry Kunz
Sent: Tuesday, December 13, 2016 10:31 AM
To: Robin Bateman, Administrative Assistant
Subject: Coffee machine broken

Hi, Robin.

The coffee maker on the first floor is not working – it reports “error 360.” Can you have someone look at it, please?

This is the machine that brews the pouches.

Thanks,
Larry Kunz
Lead Technical Writer

Act II

From: Robin Bateman
Sent: Tuesday, December 13, 2016 11:35 AM
To: Susie Austen, Acme Coffee Co.
cc: Jack Wheeler, Senior Manager, Facilities
Subject: FW: Coffee machine broken

See Below…

Robin Bateman

[quoted text]
From: Larry Kunz
Sent: Tuesday, December 13, 2016 10:31 AM
To: Robin Bateman
Subject: Coffee machine broken

Hi, Robin.

The coffee maker on the first floor is not working – it reports “error 360.” Can you have someone look at it, please?

[end quoted text]

Act III

From: Jack Wheeler
Sent: Tuesday, December 13, 2016 12:13 PM
To: Robin Bateman; Larry Kunz; Susie Austen
Subject: RE: Coffee machine broken

Did you check to see if its just a jam? Code 360 is a Jam! Check when emptying the Container and see if any packets are stuck in the top or hanging in the machine!? Cmon!

Jack Wheeler

Act IV

From: Larry Kunz
Sent: Tuesday, December 13, 2016 12:25 PM
To: Jack Wheeler; Robin Bateman
Subject: RE: Coffee machine broken

It looks like someone down here figured it out – the machine is working OK now.

WIBNI if the display had said “clear the jam” rather than “call operator – error 360.”

Anyway, all’s well that ends well. And now I know what error 360 means.

Larry Kunz
Lead Technical Writer

Act V

From: Jack Wheeler
Sent: Wednesday, December 14, 2016 8:57 AM
To: Robin Bateman
Cc: Larry Kunz
Subject: RE: Coffee machine broken

Robin;
Please make a laminated sign for each of the Acme Barista Coffee Makers (3 total) indicating the following:

“Code 360 = Jammed pouch in the collection tub”!
Remove tub, empty,
Return tub and system will reset.

Thank you.

Jack Wheeler

Epilog

So another poorly-designed user experience was vanquished — papered over with documentation. And the people rejoiced, because they had their coffee again.

Yet darkness remained over the land.

Exeunt omnes