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On 31 Mar 2012, at 21:40, Hagar Delest <[email protected]> wrote: > Le Sat, 31 Mar 2012 09:57:48 -0400, Rob Weir <[email protected]> a écrit : >> A) First, since the original poster is not subscribed to the list, he is >> not receiving any of the responses, unless he was explicitly copied on the >> response. > > Well, it's part of the channel. There are ways to spot unsubscribed posters > (there are some bugs in TB preventing that, I agree) So up to the list power > users to handle such posters. > On the former OOo mailing list, users were quite used to CC OP when not > subscribed IIRC (and at this time TB was doing a good job at spotting the > headers, ok I'll stop here no TB devs here). > > >> B) If the user does subscribe, they will likely soon be frustrated by >> unrelated questions and answers, but be unable to unsubscribe themselves >> without assistance. >> >> So we all want users to be able to resolve their issues, without >> unnecessary complications. I think the support forums are a much better >> place for users to raise such questions. >> >> What do you think? What is the purpose of this ooo-users list compared to >> the support forums? On some project communications we advertise both as >> equal support avenues for users to raise problems. Is that what we should >> be doing? In other words, what is the purpose of this list and how do we >> make that clear to users? > > Basically, I'm not sure that redirecting a user to another place (forum for > example) would help, it doesn't answer the question and it adds frustration > (he has to register the forum whereas he was expecting a direct answer from > the list). > > What would be the list then? A place for somehow advanced users only? ... > Just saw your post in the mean time, so yes, that's what you want. > Then, the solution is quite simple: forbid any non subscribed user. > But is it really the kind of support the community wants? Some users don't > want to use forums, does it means that they are on their own? > You're dealing with a low level user base with OOo. The public is not made of > developers used to mailing lists here, they are standard or low knowledge > users. The former list was full of duplicates, the same questions come again > and again, but that's the job. > We have this kind of eternal September in the forum too. We could just reply > "RTFM" or "Google is your friend". But we know that if the user asked the > question, that's because he hasn't RTFM or searched the web or the forum. So > we give the reply and that's all, that's part of the job (it doesn't prevent > to add a note inviting to search the next time). > > Perhaps there are good reasons from our side to be bored with such users but > their situation is special: they got frustrated about the application (from > their point of view) and first they are not in their normal state and second > any reply that doesn't help will be seen as proof that the product is not > user oriented. > > Hagar > > > --------------------------------------------------------------------- > To unsubscribe, e-mail: [email protected] > For additional commands, e-mail: [email protected] > --------------------------------------------------------------------- To unsubscribe, e-mail: [email protected] For additional commands, e-mail: [email protected]
