Just curious, would adding a "support ticket" system of some sort help?
Not sure about the nitty gritties of how they work under the hood but it's a common support feature I've observed in other systems both amateur and professional. On Wed, Dec 23, 2009 at 5:55 AM, Matthew Paul Thomas <m...@canonical.com>wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi Brian > > Brian Vidal Castillo wrote on 22/12/09 03:29: > >... > > I want to start a new project related to the way help and support is > > given to the final users. > > We know that a lot of tools and ways are available to get the right > > answer, but none of these are really out-of-the-box. > > Previously: <https://wiki.ubuntu.com/HelpfulHelp#Web%20integration> > > > For example, the faster way to get help is from IRC channels, but it > > needs a *decent* IRC client installed, like X-Chat. > > IRC does not scale, as a way of getting help, even to the small > proportion of Ubuntu users who currently know about it. (There are 1324 > people in #ubuntu as I write this.) For any given person joining a busy > IRC channel, *most* of the things they see will not be relevant to their > problem. That's fine if you're already familiar with how IRC works, but > if you don't, it's bizarre. > > If IRC was embedded into the standard help viewer, most people also > would not understand the difference between official support and some > random troll telling them to sudo rm -r *. > > > Also, Yelp depends on gecko even when webkit is faster . > > Apparently the only thing holding it up is accessibility. > < > http://blogs.gnome.org/shaunm/2009/06/17/yelp-2271/comment-page-1/#comment-198 > > > > > The main idea is to replace completely Yelp with a unified and faster > > Help system with an integrated IRC client, a Live Support panel. It > > will support man pages, docbooks, html manuals, xml-based manuals and > > the new Mallard pages. > > > > Also, it will give a 'tunnel' to access screencasts as > > 'demostrations'. > > The ability to embed screencasts would be very cool. It almost certainly > doesn't require replacing Yelp, though. > > >... > > A few mockups (done in Balsamiq Mockups) > > Gallery: http://picasaweb.google.com/dael99/HelpCenter?feat=directlink > >... > > Remember that a help viewer needs to be compact enough to fit > *alongside* whatever you're wanting help with. > > There are many ways in which you could improve the existing help system. > One would be devising a method by which help pages can show conditional > help depending on what environment you're running (e.g. Ubuntu vs. > Ubuntu Netbook Edition). Another would be implementing a mechanism for > help pages to have a "Show Me" button, that highlights the relevant item > in the interface. Another would be to clean up the poor use of icons, > ruled lines, and italics in the help page style sheet. Another would be > to improve the search (for example, from an application's help pages, > the search should return results just about that application). > > Cheers > - -- > Matthew Paul Thomas > http://mpt.net.nz/ > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.9 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iEYEARECAAYFAksyITAACgkQ6PUxNfU6ecqapQCggHV7tOZ1TI9wB4a6FP94xIa6 > co0AoL5N7xG/kJoZY/E7TROdt4b1whkH > =1tI1 > -----END PGP SIGNATURE----- > > > -- > Ubuntu-devel-discuss mailing list > Ubuntu-devel-discuss@lists.ubuntu.com > Modify settings or unsubscribe at: > https://lists.ubuntu.com/mailman/listinfo/ubuntu-devel-discuss >
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