Standing in the street trying to hear yourself think

[Charlie Kravetz]

On Wed, 8 Jul 2009 12:47:19 -0400
Evan <eapache at gmail.com> wrote:

> On Wed, Jul 8, 2009 at 12:30 PM, Charlie Kravetz
> <cjk at teamcharliesangels.com
> > wrote:
> 
> > On Wed, 8 Jul 2009 12:14:53 -0400
> > Evan <eapache at gmail.com> wrote:
> >
> > > On Wed, Jul 8, 2009 at 5:46 AM, Andrew Sayers <
> > > andrew-ubuntu-devel at pileofstuff.org> wrote:
> > >
> > > > I think the model we're heading towards with the signpost is
> > > > that the wiki page contains questions that have been asked
> > > > before, while IRC and the wiki discussion page are for new
> > > > questions.
> > > >
> > >
> > > Makes sense to me. Add the forums to the "new questions" section.
> > >
> > >
> > > > If it works, I think #ubuntu might want to look at the signpost
> > > > model. Being able to click "I have a problem with my hardware ->
> > > > video card -> NVidia card -> unsupported NVidia card" would
> > > > satisfy a bunch of users without needing direct support, and
> > > > would make it easier to direct people towards the "level 2 tech
> > > > support" channels.
> > > >
> > > > Done right, a signpost-like model could also ensure that level 2
> > > > support requests are well formulated.  Leaf nodes for unknown
> > > > problems might look like this:
> > > >
> > > > BEGIN WIKITEXT
> > > >
> > > > === Modern NVidia card with no known issues ===
> > > >
> > > > Your problem is not covered by this guide. Go to #ubuntu-video
> > > > and say "I have a problem with my modern NVidia card (TYPE).
> > > > This card has no known issues.  My problem is: PROBLEM".  Make
> > > > sure to replace "TYPE" and "PROBLEM" with the type of card you
> > > > have and the problem you're having with it.
> > > >
> > > > END WIKITEXT
> > > >
> > >
> > > This gave me an idea for a small application (probably PyGTK) that
> > > could be included in Ubuntu under System>Help somewhere. It would
> > > collect all the various help docs currently available in
> > > System>Help, as well as all the wiki pages that are applicable
> > > (/Support/<release>/... or whatever structure is decided on) and
> > > provide a signpost menu based on those. Additionally, if the user
> > > gets to the bottom of the signpost and their problem isn't solved
> > > or they have additional questions, there could be an option "Get
> > > live help". This would collect useful information first, and then
> > > run a script which automagically launches an irc client with
> > > everything set up, and into the right level 2 channel.
> > >
> > > As example, if user Bob is having trouble with no sound, he goes
> > > to this application. He gets shown a page (scraped from the wiki)
> > > on checking volume levels, and other common problems. He then
> > > clicks on the "My problem isn't solved, get live help" button. It
> > > would use apport-collect and stick a folder on the Desktop with
> > > useful information, then connect him to irc on the #ubuntu-sound
> > > channel. This way the signpost can be automated, the user doesn't
> > > have to understand IRC beyond "type message and hit enter", and
> > > the user already has a collection of useful information available
> > > for the helper to peruse.
> >
> > The only issue I can find with this approach is that many new users
> > are coming from windows. Have you tried using windows "help"? It
> > does use an approach similar to this, and I would be afraid that
> > many of those users will dismiss this as soon as it starts.
> > Everytime I have attempted to use the help in windows, the Q & A
> > ends with frustration on my part when it says basically "can't
> > figure out what is wrong".
> >
> > If those new users can be convinced this will not be the results
> > every time in Ubuntu, this could be an excellent help system.
> 
> 
> You have a point. Hopefully the addition of a "Get Live Help" button
> will mitigate the problem though. Even if the automated help doesn't
> give any useful suggestions, it should be able to reliably determine
> where it ought to put you in IRC. How bad would it be for it to say
> "Sorry, the automated system couldn't solve your problem. Please wait
> while I connect you to a human who should be able fix it." ?

I think that would be great! My only concern is how to convince the new
user it will really do that...

-- 
Charlie Kravetz 
Linux Registered User Number 425914          [http://counter.li.org/]
Never let anyone steal your DREAM.           [http://keepingdreams.com]