[Ubuntu-be] Ubuntu support points map - a little test

[Cedric Janssens]

Really interesting job.
With a lot of development, it could guide us to a better system than mail.
It could be interesting to transform it to a ticketing system.
This will help people to take tickets in their area of activities
(technical and geographical)
This will avoid tickets without any answer.
I have the knowledge but absolutely not the time to develop it.
Anyone interested ?

Regards
Cedric

On Sat, Jul 18, 2009 at 7:54 PM, Jurgen
Gaeremyn<jurgen.gaeremyn at pandora.be> wrote:
> 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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