nodata wrote:
Am Donnerstag, den 26.06.2008, 17:52 -0300 schrieb jeff:
nodata wrote:
Am Donnerstag, den 26.06.2008, 16:30 -0300 schrieb jeff:
Kevin Fenzi wrote:
Thats just a few ideas to get things going.
I've always thought the following idea would be cool to implement. It's not
IRC, but I figured I would throw this idea out there, especially now since you
now have talk.fedoraproject.org.
What about *free* telephone support?
A rough outline:
* newbie user has problem. Has no clue what IRC is. Knows what telephone is.
* supergeeks live on IRC, read every message in fedora-devel (well, almost) and
have VoIP software with talk.fedoraproject.org account.
* Each supergeek, when available, goes to a webpage and clicks "available" to
let fedora asterisk know they are available "agents" (in asterisk speek) that
can receive calls from the support queue.
* noob calls local number via the majick of a bunch of $2 DIDs around the world
which connects them to the fedora asterisk server. "Welcome to the fedora
telephone server..." They hit "1" for support.
* fedora asterisk looks at all the available agents and routes the call to one
of them.
"Thanks for calling Fedora support! This is supergeek $foo. How can I help?"
Just an idea....
-Jeff
Wouldn't this shift the focus away from users finding answers for
themselves (RTFM, essentially) and us writing good documentation?
I can only see this being useful if it fed back into a knowledge base.
Well, depending on their problem it could be as easy as just to say "open your
browser and go to http://wiki...."; if there is a solution there. Newbies have
trouble even finding what doc is relevant to their problem (well, not just
newbies either....)
-Jeff
Then is phone support useful?
I mean phones are very inefficient/disruptive (and not the "good"
disruptive) for this kind of thing since they prevent you from being
able to queue requests (like on irc, jabber, email, etc); they require
an instant response. Giving URLs over the phobe won't be fun either.
My two cents...
Pros:
- It's there
- It uses infrastructure that we control (we don't control the phone
system, but we control our Asterisk setup)
Cons:
- As pointed out by nodata, it's sometimes hard to communicate over the
phone
- There is an expectation for an answer, you may not know, all forms of
communication online, allow for you to say to someone "I'm sorry I don't
know but if you stay a little while someone else might" or (in private)
"Hey guys, I don't know the answer for X anyone know and mind taking
it?" followed by a transfer.
- If your having a bad day, anger is a bit more predominate over the
phone too, and can leave someone with a bad impression of Fedora/Fedora
Community.
In essence, to much work to too little gain (phones anyway).
- Nigel
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