Technical support on the list [was Re: rogers rocket stick sierra 330U]

[Deryl R. Doucette]

I can't believe that one person (Kip) would take it upon himself to define what the acceptable form of support is. Use of mailing lists for support, help, and asking questions has been the *hallmark signature* of Unix/Linux groups for years. 

I absolutely 100% categorically and utterly disagree with Kip. I've been using Linux since the kernel was 1.0.8, and its *always* been mailing lists and/or IRC for help and assistance. Why? Because this is a COMMUNITY BASED project! And the largest community-based usage pattern has always been mailing lists (like google groups does, UUNET, etc) and IRC or BBS (now forum) based support.

And this IS an official support channel. Anywhere where a group of users, dedicated to the same idea or vein of thought, gather and monitor for both questions and answers is an official support channel. Your idea is to kick them to Canonical or somewhere similar for PAID support. Are you a member of them and trying to increase sales per chance? 

The 'official' channels as you call them are for paid technical support. This is a free list that is doing  EXACTLY what the Linux community has been doing for the last 23+ years, providing free support for users, by users.

There is always one out there that thinks they have the magic answers, that the community is 'doing it wrong', and feels they have to come along and dictate to others what should or should not be done, or what constitutes 'effective' support. I suggest you sit back and lurk for a bit. This IS how the community works, lists like this. This IS how the community grows, helping people like this list does. This IS how the community remains strong, lists like this giving advice and possibilities from real users TO real users.

--
Deryl R. Doucette

>> If we really want to build community and spread Ubuntu, please let's
>> not fool ourselves into thinking random tech support on a mailing list
>> is the answer. Let's actually do something real. Get away from your
>> screens, host an Ubuntu hour or similar event in a public place. Invite
>> people. Be fun and friendly. And, if you see someone on the list asking
>> for help, give them real advice that helps everyone: send them to an
>> official Ubuntu support channel. Better still, find someone locally near
>> them to lend a hand in person, the Ubuntu way.
> 
> Let's not fool ourselves and think tech support on a mailing list
> isn't the answer. Some people would much rather use a local mailing
> list than AskUbuntu or calling in to Canonical to get support. Some
> other support channels are even more daunting to new users or people
> who are trying Ubuntu but don't necessarily know much about computers.
> Would you send just about anyone to #ubuntu on IRC for support? IRC
> tends to be scary to a lot of people.
> 
> Let's not fool ourselves and think that everyone who touches Ubuntu
> suddenly wants to go to activities organized by a group of Linux
> users. I think it's unfortunate, but some people just don't care about
> this and simply want to use their computer. Then there are those who
> live too far to get to whatever might be organized (let's keep in mind
> this is Canada...) or are simply too shy to go to user group meetings.
> 
> Let's not fool ourselves and think there aren't very capable people on
> this mailing list who can give clear, effective answers to technical
> problems. If you disagreed with any of the advice that was written in
> the thread, please make sure you clearly respond to the sender to tell
> them what you think was wrong, of if there is an easier way to do
> something. It's always appreciated.
> 
> I'm not saying don't host events. They're a great way to get to know
> better the people you communicate with on a mailing list, or to show
> your gratitude to someone who may have helped you out.
> 
> I'm just saying that technical support on a mailing list is very
> effective, and actually accomplishes something.
> 
> If you feel the list is mostly silent and doesn't show that the Ubuntu
> Canada LoCo is active, then by all means, please write on the list
> more often, share your ideas, organize more events...
> 
> Regards,
> 
> Mathieu Trudel-Lapierre <mathieu-tl at ubuntu.com>
> Freenode: cyphermox, Jabber: mathieu.tl at gmail.com
> 4096R/EE018C93 1967 8F7D 03A1 8F38 732E  FF82 C126 33E1 EE01 8C93
> 
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