An aside…here's a blog post from Dan Hebert

Walt,
This is a great example of how we help our end user readers.
1. (Vendor X)gave me (name-withheld)’s name as an end user who could provide input for the Jan 07 migration cover story.
2. (name withheld) sent input to me and cc’ed (somebody) at (Vendor X). The input included this statement:
“System Alarms – these are diagnostic alarms which come up on the Operator screen to let the Operator know that something is not right with the DCS – problem is that the DCS supplier does not know what they mean and has not corrected them since they first appeared two years ago – we are trying to investigate these but it is slow going.”
.
3. (Vendor X) saw the comment and said that they will fix the problem right away. (name withheld) had been trying to get them to do same for two years.
4. (name withheld) said to check back with him in a month. If the problem is fixed, he wants the comment retracted. If it is not fixed, he wants to leave it in.
I love it!!
Dan