On Thu, Feb 03, 2011 at 01:44:15PM -0700, Ken Springer wrote: > Hi , Tom, > > Likewise, I used to encourage the use of open source software also. And on > a personal level, I always try to find an open source program for my use. > > And my issue is not with the software itself. Even though my impression is > the software is sometimes slightly buggier, the problems seem to be when > using advanced functions. And a function I don't think the average user is > likely to attempt. > > It's user support where things fall flat on it's face. I only have one > person in my family and friends who would even have a clue as to how to > utilize a mailing list. It's way too cumbersome and clunky for the people I > know. Even I had trouble figuring this one out! LOL
That's hard to believe. Mailing lists are dead simple assuming the ability to read with comprehension. You're only correct if your definition of user support is individual personal hand holding. > > There are a lot of users out there, I believe, that could make use of open > source software, but these people usually don't even understand > directories/folders, partitioning, the very basics of using a computer. > When I start to talk to them about disk cleanup and defragging (Windows), > you should see the blank faces I encounter. :-) Little of this is necessary to use the GUI (graphical user interface). > > But surprisingly, some of them have figured out how to use forums. Even > thought a lot of the forums have very nice editors, the fourms seem to be > lousy when it comes to instructions on how to use the editor. The Open > Office forum editor has the /list commands, but how my average people will > know anything about using HTML commands? What HTML commands are needed to use an editor? > I will own up to not looking for > instructions, but there's also no link to instructions that I've spotted. Not looking for instructions is your own fault. > > Searching the help info tends to be a PITA. Using a search engine is a PITA? > If you want to see a place > where help has really gone downhill, check Microsoft! LOL MS is where I > always went to seek help, especially the knowledge base link. I can't find > that link anymore. :-( So now my first choices are Google and Ask.com. If M$ online support is in the toilet and you don't recommend OSS, what do you recommend to new users? *gasp* MAC? Again, why is using these search engines a PITA? Do you expect to find information without expending any effort? > > As a friend of mine observed years ago when MS stopped providing manuals and > introduced online help, "What good is online help if you can't get online?" > It's still a valid point today, as I still have not come in contact with a > computer user that was born with basic computer knowledge. :-) Do they have access to libraries? > > My personal preference would be a forum that's available through both a > browser and a newsreader. I would actually use a newsreader, as I do not > have DSL nor unlimited data download, and a browser/forum combination is a > resource hog. :-( And like the new Verizon vs. iPhone/ATT commercials, I > do pay more for less. > > I have LB on Mac, Vista, and XP, and will continue to use it. But, until > help is easier to obtain online, I can't, in good conscience, recommend > using open source software in a general sense. I will tell them about it, > but I will also tell them that accessing help is not always easy for the > average user. So, because information isn't as easy to find as *you* think it should be, you will discourage new users from trying OSS. > > > And additional observation that seems to apply to all software providers > these days, is they seem to assume, when it comes to their help files, users > are at the junior high level, and completely ignore the elementary level > users. Not to mention many help files basically suck. :-( They seem to > tell you that you can do X, but don't bother to tell you how to do X. :-) > > No one seems to view their product through the eyes of a beginner or simply > new to their product. This isn't peculiar to OSS so why mention it, unless you just want to rant? -- Bob Holtzman Key ID: 8D549279 "If you think you're getting free lunch, check the price of the beer" -- Unsubscribe instructions: E-mail to [email protected] List archive: http://listarchives.libreoffice.org/www/users/ *** All posts to this list are publicly archived for eternity ***
