Fedora Support channels Improvement ideas

[jeff]

nodata wrote:
> 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.

Well, depending on their problem it could be as easy as just to say  "open your 
browser and go to http://wiki...." if there is a solution there. Newbies have 
trouble even finding what doc is relevant to their problem (well, not just 
newbies either....)

-Jeff