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

[Tim Adam]

Taking the approach from Cedric a little further:

Given the fact that we already have a similar system for tracking bugs 
and questions with launchpad, wouldn't it be possible to extend the bug 
tracking or "answers" functionality with the help of the ubuntu devs and:

* add some form to the ubuntu-be drupal site that posts directly into 
that section
* redirect all mail sent to an ubuntu-be support mail address into that 
section
* set up RSS feeds by category so that certain groups are notified when 
questions are flagged for their domain of expertise

That way you don't need a proprietary, complex system to keep track of 
when and where a volunteer with the required authority or skill is 
available. The volunteer will be able to pick items that he can solve  
from the RSS feeds that he chose to follow, and all his interactions 
will be transparant to the other volunteers. The person requesting the 
help could then be sent the link to launchpad with the answer. 
Unresolved issues remain opened untill somebody picks it out of the RSS 
list and marks it solved. As an added bonus, people actively 
contributing will be rewarded with Karma points for solving issues.
If we can document this workflow somewhere on ubuntu-be on how to join 
the team and help solving issues (this document probably already exists 
in english) we could make the support points and their issues more 
visible (eg who is active, what are the recurrent issues and what can we 
do about it)

To keep everybody moving into the same direction you could declare 
events, short/long-term goals from the IRC meetings and the current 
results somewhere on a wiki or blueprint and copy those fully on regular 
intervals to this mailing list. These documents, together with the 
history of closed issues in the bugs/answer sections would prevent the 
waste of time on the majority of the ever reappearing questions 
(organisation and language, anyone?) and get people focused on the more 
important issues, such as better marketing material and media coverage.

Mvg,
Tim

Cedric Janssens schreef:
> 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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