[Ubuntu-be] Ubuntu support points map - a little test
Jurgen Gaeremyn
jurgen.gaeremyn at pandora.be
Sat Jul 18 18:54:24 BST 2009
Hi,
(I've put the people who replied to this poll in BCC - I apologize if
you get this message twice)
I did a little experiment with the Ubuntu Support points map: On July
13, between 21:45 and 21:50 I sent a mail to 27 points on the map asking
for help on installing Ubuntu in dual boot. At the end of the posting,
you'll be finding a more detailed output.
Here's my impression: this could be a great tool! The members who do
respond, are very motivated and like to help out. The active volunteers
love helping out and are quite effective in it (according to their own
judgement) Too bad that more than half of the volunteers didn't even
answer (possibly, some of them are away for holidays).
The support map could be of a serious added value (talk about it on the
Dipro fairs, refer people to that map if you give them a CD or some
information... it definitely lowers the threshold to give it a try) but
the support point should have to be able to:
* disable them temporarily (holiday/exams mode)
* remove themselves
* easily find a spot to find/add support info
It could surely a perfect community-based "first line support". For help
with more advanced issues, possibly a second level of support would be
great (so you can help people out by sending them to an expert level...
possibly including some paying services like Canonical support)
My impression was consolidated that if we want to efficiently use this
support map, we need to be quite confident that people are getting at
least a reply when counting on the Ubuntu-be support map. Here's my
suggestions:
* All existing members get a mail with a "reactivation link" (or
something similar) that needs to be clicked on te remain on the
list. Possibly this would be a nice moment to ask some additional
information (opt-in to a possible future announcement list? - see
further)
* Maybe each request could have an additional (f.e. 1 week delayed)
automatic mail asking the initial user if they got an answer to
their question. Not sure about the technical feasibility of this...
The opinions about the mailinglist are mixed: some see it as a "wealthy
source of information" ... others get annoyed by the plethora of
different levels of discussion. Possibly, there should be a distinction
between a more low-traffic announcement-list (sending reports from
IRC-meetings, information, ... in a moderated and more top-down fashion)
and the current existing discussion-list. Many hope for the first and
drown in the latter.
A few weeks ago there was a discussion about abusing the volunteers by
sending them an unsollicited bulk e-mail... well, unless I was
completely fooled: every single person who answered to my question was
glad getting some interest and liked to be noticed as a volunteer. Not a
single person sounded bothered by this initiative.
Friendly regards,
Jurgen.
Here are the factual results:
/*1. Speed of response*/
* 4 persons answered that same day
* 6 persons answered the next day
* 2 persons answered July 15
* 15 persons didn't answer yet
/*2. Type of answer (of 12 active ones)*/
* 1 person answered not having time anymore (studies)
* 6 persons asked where I live - and would then help
* 5 persons already gave some advice, and would also help if needed
(1 by searching for a lug in my area)
I replied these persons that this was actually a test. I also asked them
a few questions.
/*3. Reactions towards the test*/
* 11 persons answered the questions
* 7 persons even thought this was a good idea or that it was only
normal this happened
* 1 of them suspected it to be a test (followed the mailinglist)
* 1 person did not reply anymore
/*4. Answers to the questions
*/
A. Did people contact you in the past through the Ubuntu support map?
* I got Ubuntu related questions regularly, and could answer
most of them.
* I get support requests through the Ubuntu support map every
now and then, but feel I'm pretty much on my own with them.
I'm missing a decent structure inside Ubuntu-be.
* Defenitely, I think about 5 times. In my experience people
often get in touch for a CD but if you lead them to the right
how-to's, they dare try it themselves too (which gives them a
good feeling if they succeed too -> self confidence). If I
could give some advice: maybe you could create a wiki-page
that could get sent to all support points once a year
containing support tips (which they could then append). f.e.:
how to download - burn a CD.
* I've been doing this a few years now, and have lead several
people 'on the right path'
* Yes, but only very little. I've been on the map for several
years, but only got a 5-some requests.
* Yes, twice of which one successfully.
* Not exactly I am a GNU/Linux's old user and usualy I give help.
* Yes. Your request was the 4th. I always answered immediately.
I could get in touch with one of them in person, the other 2
remained without response.
* I have been contacted frequently in the past and have always
taken responsibility.
* Yes, about 4 times I think.
B. Do you feel enough envolved in Ubuntu-be (f.e. would you like to
recieve a mail every now and then?)
* I think so - I don't know what you the mail could possibly
tell me. This doesn't mean I would oppose.
* I have a good friendt with whom I organized release parties in
the past. My partaking in Ubuntu-be is very little at the
moment, mainly because of the quarrels ("hele hoop heisa") on
Ubuntu-nl and because of the lack of organisation and support
from Ubuntu-be. I would be glad to commit further and help
support the volunteer base if the structure would improve.
* I'm on the mailing list, but I would like to feel more involved
* Yes I do. I'm subscribed to the newsletter, but I prefer to
stay on the background.
* Messages can't hurt, but the mailinglist seems to do a good
job here.
* I would like that, even if it's about Linux Mint (which I like
as much)
* Maybe not but in GNU/Linux Yes
* I try following the mailinglist. That's definitely enough
information for me.
* I feel envolved enough. Actually I don't want to get involved
much deeper as it starts handling tiny ("pietluttige") topics.
I prefer standing out there on the field.
* As a matter of fact, I'm on that list to help out people - and
that's it. It would indeed be appreciated if we would recieve
a little mail every now and then.
C. Do you have contact with other Ubuntu users in your area?
* Yes, but I already knew them before I knew they used Ubuntu
* I'm working as developer on an Ubuntu system. If you count my
colleagues: yes. :)
* No, but I also don't feel the need.
* Yes, I'm member of HCC and L2U, also our company works purely
on Linux (gentoo, but it's linux: www.easics.com )
* no
* Yes I have some contacts in diferent LUG Belgian and French
* Yes and no. I have a few friends unsing GNU/Linux (and
sometimes Ubuntu) but not real Ubunteros
* I keep in touch through Dipro fairs with volunteers from the
Ghent region and with the regulars. Furthermore, plenty of my
friends use Ubuntu and obviously I see them regularly too.
* None at all...
D. Would you like to recieve information about (and possibly be
asked for lending a hand in) events in your area?
* I don't think very much is going on in my area (and I wouldn't
have time to help either)
* Obviously. Last year I helped a little (fosdem 8.04 - Hasselt
Release Party) but due to working on the house, I'm on none
active for the moment. From September forward, I'm planning to
jump on the wagon again.
* No, I think it's enough to be a support point.
* I'm invited through the mailinglist, the IRC-meetings and the
reports of the those meetings
* I had to help some friends to made their own LUG in Anderlues;
I'll join mine and invite some others in semptember.
* Defenitely. Unfortunately I don't have much time to help out,
but being able to talk about these events with my family and
friends is important too.
* I really enjoy helping on events and it's a very fun way to be
in touch with other ubuntu-be volunteers. I was very sorry I
couldn't make it to the last Ubuntu Release party in Ghent.
* If I'd be available, I'd surely attend.
E. Did you try to remove yourself from the list? (to the person
saying not having anymore time)
* I don't feel the need for that. If persons ask specific
questions, I try answering those by mail. For main questions
(like the one you asked), I decline the requests.
/*5. Additional comments */
* Organize some kind of "general meeting" at a central place in
Belgium (f.e. the geographical center of Belgium:
http://nl.wikipedia.org/wiki/Geografisch_middelpunt_van_België)
* I'm active in 2 school parent boards. I try giving a demonstration
every year and also invite the ICT-coordinator. I think this is
the key to spreading Linux (Ubuntu): less licensing fees. If we
can convince schools, you get an extra 1000-some new users per
school. We should try participating in the "ICT dagen"
(http://ictdag.be - the next one is on January 10, 2010)
* I'm also member of the mailing list and followed the discussion
with little interest. It might sound harsh but I think there's too
much mails about stupid subjects. Sometimes I experience the
ubuntu-be mailinglist as a spam mailinglist. I have been helping
on Dipro fairs in Ghent for 5 years and find this much more
important than discussions about "the language of the mailinglist"
etc...
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