[ubuntu-uk] Improving Support

[pmgazz]

On 05/06/10 14:32, Alan Bell wrote:
>
> where? and do join #ubuntu-uk.
>    
#fossbox - but it's not really used
>>
>>      
> 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)
>    
Yes, if one has a bot/time to build, agree and deploy a bot - I used to 
run channels on Dalnet using chan bots - but 'newbie' IRC users will not 
understand that they're being addressed by a bot and will become even 
more confused when they try to continue the conversation and the bot 
jus' sit there and say nuffin' . . .
>
> 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.
>    
Well, I did think about just sending them to #ubuntu-uk - but I've never 
had any success in getting VCOs to adjust their expectations around IT - 
they hate it and want someone else to fix it. If you want to deal with 
them, I'm happy to send them to #ubuntu-uk but they're pretty 
time-consuming if you don't have remote access - and it's mostly about 
recalcitrant printers, corrupted .docx files, file permissions, crashed 
Evolution inboxes etc. Mostly it's just stuff they actually need basic 
IT training for. If it's an actual bug requiring CLI intervention, you 
haven't really got a prayer without remote access.
> 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.
>    
I didn't, and I will :)

Thanks,
Paula