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

[Deryl R. Doucette]

Actually RTFM is not what is being said. Expecting that every little last detail be explained fully so the user doesn't have to google, and the expectation of users to not have to google for anything is what is being addressed.

That and the idea that support via mailing lists is the wrong way to do things. That is incorrect, support via mailing lists has been the hallmark of Linux for at *least* the 20+ years I've been using linux. The idea that support must be pushed off the list and to Canonical and such is most definitely not acceptable. Not only does that mean pushing the user towards a *company's* support line, that is also implying to the readers that paid support is what the list is about.

Having support questions asked on, and *answered* on the Mailing list is *exactly* the right way to be doing things. Those that *want* paid support can go pay for a support contract with Canonical if they so choose. But to say that support should NOT be given on this list is absolutely ludicrous.

--
Deryl R. Doucette





On Sep 14, 2012, at 2:40 PM, Darcy Casselman wrote:

> "RTFM" or "Just Google It" aren't helpful or polite responses to
> support requests and are strongly discouraged in the Ubuntu community.
> 
> As far as I'm concerned, requests for support are welcome on this
> list.  Not least because they're going to happen regardless and
> presenting people with a helpful, supportive and co-operative
> community is at least as important as presenting them with technology
> that we'd like to believe "just works."
> 
> If people would like this list to have more discussion about events
> and community-building, the best way to do that is to discuss events
> and community-building.  That sort of thing is very welcome as well.
> 
> Darcy.
> 
> On Fri, Sep 14, 2012 at 2:34 PM, Deryl R. Doucette <me at deryldoucette.com> wrote:
>> Oh please, yourself. The attitude of 'entitlement' on other people's time and effort to solve THEIR problem is the number one problem with the bumper crop of users today.
>> 
>> That is not to say that we should not help them. That IS to say that users have an obligation to be involved in their OWN education, and the OS they CHOSE to run on their own.
>> 
>> I will *gladly* help those willing to help themselves, to educate themselves, and to learn how to solve their problems in the future. I will *gladly* help those willing to put effort into learning the WHO, WHAT, WHEN, WHERE, and WHY of not only their current problem, but any future ones as well.
>> 
>> I will NOT gladly help those that feel they should just be handed the answer with no effort on their part to cognitively understand what the issue is and why the fix worked.
>> 
>> Teach a man to fish, or fish for him. I choose not to fish for him. I prefer to teach him to fish so he can feed himself.
>> 
>> --
>> Deryl R. Doucette
>> 
>> 
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