Fedora Support channels Improvement ideas

[nodata]

Am Donnerstag, den 26.06.2008, 16:30 -0300 schrieb jeff:
> Kevin Fenzi wrote:
> > Thats just a few ideas to get things going. 
> 
> I've always thought the following idea would be cool to implement. It's not 
> IRC, but I figured I would throw this idea out there, especially now since you 
> now have talk.fedoraproject.org.
> 
> What about *free* telephone support?
> 
> A rough outline:
> 
> * newbie user has problem. Has no clue what IRC is. Knows what telephone is.
> 
> * supergeeks live on IRC, read every message in fedora-devel (well, almost) and 
> have VoIP software with talk.fedoraproject.org account.
> 
> * Each supergeek, when available, goes to a webpage and clicks "available" to 
> let fedora asterisk know they are available "agents" (in asterisk speek) that 
> can receive calls from the support queue.
> 
> * noob calls local number via the majick of a bunch of $2 DIDs around the world 
> which connects them to the fedora asterisk server. "Welcome to the fedora 
> telephone server..."  They hit "1" for support.
> 
> * fedora asterisk looks at all the available agents and routes the call to one 
> of them.
> 
> "Thanks for calling Fedora support! This is supergeek $foo. How can I help?"
> 
> Just an idea....
> 
> -Jeff
> 

Wouldn't this shift the focus away from users finding answers for
themselves (RTFM, essentially) and us writing good documentation?

I can only see this being useful if it fed back into a knowledge base.