I think this is supposed to be what Joel talks about in section 4 here: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.co

I think this is supposed to be what Joel talks about in section 4 here: http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservice.html But I'm not sure, and Joel's version is definitely better written.