Exactly Evan. I didn't work for that long in tech support, but I did my
2.5 years in it, plus being family/friend tech support for a long time.
People don't read, and they don't listen, half the time even when you
tell them something. You can only fix so much ignorance before it's not
worth it. Though, I do agree that a link to the support page as "Common
issues" in the help somewhere may be helpful.
-------- Original Message --------
Subject: Re: People don't read the mail list
From: Evan Platt <[email protected]>
To: David Balazic <[email protected]>
Date: 5/18/2010 12:55 PM
After 10+ years of technical support, I can tell you it doesn't matter
where you put it, people don't read it. Places I worked at that had
IVR's would add a "If you are experiencing <such and such> problem,
press 3 now." No one pressed 3. When someone then said "I'm getting this
problem", we'd subtly ask "Did you hear the option on the phone menu for
the solution? It would have saved you ten minutes on hold." and the
answer would always be something like "Oh, I don't listen to those
stupid things".
I mean, the homepage even had "ICQ/AIM Login problems? Go to Advanced
Options, and uncheck....." How many people STILL said "I went to
www.pidgin.im and downloaded the latest version" (thereby basically
admitting they read the message)?
On 5/18/2010 2:26 AM, David Balazic wrote:
... obviously (judging by the latest posts).
Neither do they check the archives.
So how about serving them the relevant information instead?
Currently it seems to be:
- flash issue on Windows
- theme changing
- maybe one or two more I forgot
This could be put on one (or more) of the following places:
- home page (it already has a similar purpose line or two, currently
saying:
Pidgin 2.7.0 is out with fixes for AIM, ICQ, and Yahoo! JAPAN login
and a bunch of new features! )
- About window of pidgin, before the mail list address, somewhere
around "Helpful Resources"
- same as above, but just a button or link , titled like "(Current)
Known issues (- read this first)"
linking to a page listing the few most common problems with the
current version (or the version
the user is actually running, even if just suggesting an upgrade to
latest)
This could also be a menu item in the Help menu.
Displayed as:
- regular web page, using the system browser
or maybe:
- displayed inline in the about dialog or a special "Known issues" dialog
Hopefully this would reduce the amount of repeat questions ont the list.
Regards,
David Balažic
Software Engineer
HERMES SoftLab
a ComTrade company
Litijska 51, 1000 Ljubljana, Slovenia
fax +386 (0)1 58 65 270
www.hermes-softlab.com
www.comtradegroup.com
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