On Nov 28, 2007, at 8:33 AM, Loïc Minier wrote: > > On Tue, Nov 27, 2007, Andre Klapper wrote: >> ... >> i love firefox because of explanations that even my parents would >> understand, if they'd touch computers.
"The page you are trying to view contains POSTDATA that has expired from cache." >> but currently, 30% of non-crasher evolution reports are already >> "can't send mail. please help" reports, because of the "Submit Bug >> Report" menu item. i have the feeling it will become more. ;-) > > Hehe, I heard from our Firefox maintainer that he receives all kind of > non-bug reports thanks to the "Help > Report a problem" menu entry in > Ubuntu; "My wife is gone", "My cat is sick" etc. :) I think linking to a bug tracker directly makes sense only if your user base is less than about five million (plus or minus a few million). Beyond that, the signal-to-noise ratio gets too low to be worth it. > I guess the problem of receiving "can't send mail" bug reports might > be helped a little by having two different entries in Help; Ubuntu > currently has "Report a Problem" (it's "report a bug" in French > though), and "Get help online" Not so helpful if the reason you can't send mail is that you aren't online. ;-) > (this points to the community support portal). > ... This requires people to choose immediately which source of help is more likely to answer their question -- "Help Contents" or "Get Help Online" -- without having any of the knowledge necessary to make that decision. A more humane approach would be to provide a smooth escalation path: built-in help -> on-line help -> support forums or paid support. That still means you need external URLs, just not in the Help menu itself. For example, if you do a search in Yelp and none of the results are what you're looking for, the search results page gives you a link to try the same search on gnomesupport.org. That link is designed to be customizable by distributors, so it can search the distribution's knowledge base or support forums instead. Cheers -- Matthew Paul Thomas http://mpt.net.nz/ _______________________________________________ desktop-devel-list mailing list [email protected] http://mail.gnome.org/mailman/listinfo/desktop-devel-list
