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From Kay Schenk <>
Subject Re: The Impossible Question
Date Sat, 27 Oct 2012 17:05:05 GMT
On Fri, Oct 26, 2012 at 4:57 PM, Dave Fisher <> wrote:

> On Oct 26, 2012, at 2:06 PM, Louis Suárez-Potts wrote:
> > Hi
> > Every now and then a user finds the experience of downloading,
> installing, using AOO disappointing and frankly frustrating if not worse.
> They will usually go to the user forums, but sometimes they will contact
> the Apache Foundation directly. Okay, but this does not really help them.
> >
> > What we did with OpenOffice was set up a Support page, which has since
> been moved to here, It's pretty much
> an improved version of the old but of course the "ecosystem" needs further
> fleshing out—it suffers from a lack of substantial existence.
> >
> > I'm also not persuaded that the route to it from either the application
> download page or homepage or wherever is redundantly clear enough for the
> befuddled enduser who installs AOO to replace his or her whatever suite and
> doesn't really know where to go…..
> >
> > So, my query is the usual impossible question: What can we do to make it
> clearer to the puzzled and frustrated how to get help? Sure, we can have a
> knowledge base (kb), FAQ, etc., and also enthusiastic community members.
> >
> > But what would you suggest as a path, or paths for the user? I
> personally would include something in the installation sets that point to
> the support page above; but also banners, say, or tags, stickers—glaringly
> obvious neon coloured blinking lights?—to relay users to useful pages.
> >
> > Ideas?
> We could emulate a version of what the ASF does to highlight the many
> projects. Take a look at - you will see a feature project
> section.
> Perhaps on we can add a "Featured Support Question /
> Language / News". This would be backed by an xml file of FAQs, Languages
> and News which would randomly be selected every day and republished to the
> front page.
> interesting idea. This would be easier to implement if our
"items" were in a DB of some sort. Otherwise I'm clueless has to how we
could realistically do this.

> Regards,
> Dave

Yeah, I got to thinking more after I posted this yesterday.

For starters, maybe we should put together a "Support FAQ" or "Problem
Shortlist" and link that prominently on the "support" page. This would take
some time to cull through issues, but I think we already have a pretty good
idea about what some of these are. I'm thinking of a rather short list here
-- like maybe 10 - 20 items.

Also, what about the "Support" page. Is the order of items OK. If not, what
should they be?

> >
> > Thanks
> > Louis
> >


"Anyone who considers protocol unimportant has never
 dealt  with a cat."
                                                -- Robert Heinlein

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