[ubuntu-uk] Improving Support

[Alan Bell]

pmgazz wrote:
> I work with the voluntary sector as a community interest company
> providing paid support (and end up also giving a lot of free support).
>
> Among the networks of orgs who provide MS and proprietary software
> support to VCS (I think I'm one of 2 providers who seriously supports
> Ubuntu) there have been several attempts to set this kind of thing up
> (MS for VCOs) - so far, all attempts have floundered.
>
> I've thought about the IRC approach - but it'd need dressing up with a
> web interface as 'online support' rather than 'chat' as I can't get
> anyone to use an undisguised IRC channel (we have one on freenode).
where? and do join #ubuntu-uk.
>
> Among the problems are not only finding geeks who can work patiently and
> creatively with the general public but also that the people who're
> available to give support often aren't around at the time of day when
> it's needed. Support providers tend to park in the channel then wander
> off - confusing to non-techies who just come in, lurk for a couple of
> minutes and then run away if no-one greets them.
I don't tend to see joins and parts happening, but it is perfectly
possible to have a bot in a channel that greets people the first time it
has seen them. (not sure we want this in #ubuntu-uk but I have seen it
in other places)
It's hard to get
> commitments for 'n' hours per week and, of course, hard to be assured of
> the quality of support offered by random volunteers.

1:1 support from a random volunteer is going to have quality issues.
That is why we don't do it! The IRC based support system works because
there are plenty of people about observing the conversation, not
everyone is an expert in everything, but with enough random volunteers
there is great coverage of subject matter and time. Because the
conversation is in public other people can see it and intervene if bad
advice is being given, or if they have something to add. It really isn't
the same as a call centre type support model but it is better, the trick
is adjusting expectations and allowing people to understand how
community support works.

>
> It really needs thinking through, but it would be such a fabulous
> resource if it could be worked out - I'm interested in this if I can be
> of any help.
>
> Paula

you might also be interested in the Ubuntu NGO project, #ubuntu-ngo on
freenode and https://wiki.ubuntu.com/NGO if you are not already.

Alan.