#151: "The help channel for fedora is not too friendly"
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Reporter: sparks | Owner:
Type: feedback | Status: new
Priority: major | Milestone: Fedora 18
Version: | Severity: Negative
Resolution: | Keywords:
Blocked By: | Blocking:
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Comment (by dcr226):
Replying to [comment:5 sparks]:
Replying to [comment:4 dcr226]:
> A little pre-emptive with the ticket here IMHO
I disagree. There is clearly an image problem here and we need to
determine what
the cause of these problems are.
So here's a crazy idea..how about you ask the guy that reported the
unfriendliness to clarify what he actually means?
>
> > If a new users says "The help channel for fedora is not too
friendly" I want to know why so this can be remedied.
>
> ..and you haven't actually qualified this remark.. What if the user
had
said that "support in fedora is a little bit like banana eating
monkeys wearing boiler suits"..would we still need no qualification of the
statement prior to filing the ticket?
Well, I believe the log that I attached actually qualifies the issues
that were in
play. I haven't had a chance to pull excerpts out but I will
before the next meeting.
So basically, we're supposed to take his opinion of "unfriendly", then
make our own subjective interpretation of what that means to us, given the
log you attached? Cool..now I know :)
> What if the user's definition of unfriendly is: "not enough smilies at
the end of sentences"?
I would doubt that would ever be a problem that would be reported.
But, you still don't know *what* is being reported, beyond "not friendly"
> I say, until we can get specifics of why he feels its "not friendly",
before making wild assumptions as to the reasons why, and calling out
trolls...do nothing.
There were no wild assumptions made. I asked for an inquiry and then
went to
collect logs and to find out what really happened. Any time
someone has a bad experience with Fedora Support we need to take a look at
what happened. Maybe it's wasn't the fault of one of our support-givers
but we have to remember that there are others watching. A poor exchange
between people in our support channel makes Fedora look bad.
I tend to think that a feeding frenzy developed. It is somewhat difficult
to make a "friendly" atmosphere when there are users with a massive range
of competences, from different countries and comprehension levels in that
channel at any one time.
I don't think a poor exchange makes Fedora look bad at all, I think that
considering the level of activity in that channel on a day-to-day basis,
#fedora is a shining example to other communities on how to run a IRC
support channel.
I do think that the feeding frenzies should be totally avoided, as these
situations are the ones that ultimately result in tickets being filed, and
users feeling unhappy..but I dont think we should immediately jump to
action the moment someone mentions in another channel that they aren't
happy.
--
Ticket URL: <
https://fedorahosted.org/irc-support-sig/ticket/151#comment:6>
irc-support-sig <
irc://irc.freenode.net/#fedora>
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