[ubuntu-uk] Improving Support

[Alan Bell]

pmgazz wrote:
> On 05/06/10 14:32, Alan Bell wrote:
>   
>> where? and do join #ubuntu-uk.
>>    
>>     
> #fossbox - but it's not really used
nope, it isn't!
>
> 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' . . .
>   
yeah, not saying it is a great idea to have a greeter bot, but if the
issue is idle people not noticing a new arrival who doesn't say hi then
that is one solution to that specific issue
>> 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.
>   
sounds just fine, send them in.
>> 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
>
>