Re: [Computerbank] solving the conundrum of the bush

["Greg White" <glwhite@netconnect.com.au>]

Yeah, support for first time users is a very time consuming thing. Back in
early Eightees,  my little company gave support both phone and onsite for
every machine we sold (cos back then none had used a computer before).  It
was a very major cost.  I imagine that most of your clients are 1st time
users, so it would be very demanding.

greg
----- Original Message -----
From: Da Moose <moose@bovine.artificial-stupidity.net>
To: Bruce McCubbery <brucemcc@melbpc.org.au>
Cc: <computerbank@lists.linux.org.au>
Sent: Monday, January 07, 2002 2:43 PM
Subject: Re: [Computerbank] solving the conundrum of the bush


> Yes your right we have looked at support and it's a difficult and costly
> area.
>
> Some days we spend most of the day on the phone answering suppoert calls.
>
> But what else do you do? Well we are producing docs that go home with
> people that address the most common support issues and that seems to be
> having some effect on the type of client support calls we answer.
>
> With people in the country we try to email solutions or walk them through
> over the phone, this is techs as well as clients.
>
> For us support is becoming a major issue with no solution in sight. we
> have to rely on volunteers to man some type of help desk and that's a
> possibility but the big problem is finding time to train them first.
>
> All ideas help
> Pen
>
> On Sun, 6 Jan 2002, Bruce McCubbery wrote:
>
> >
> > Yes Greg I do think others at Cbk VIC have looked at this support, etc
long
> > and hard. Your suggestion(s) will however help them move ahead on it
again
> > though, it's likely.
> >
> > IN FACT if we were able to set up what you were talking about, we only
need
> > ONE of them for ALL of Australia, don't we?
> >
> > Looking at the three tiers of LUV and heeding your comment that "our
> > clients would feel like fish out of water on these lists and be overawed
by
> > the skill level", what might be an add-on that completed the package?
> >
> > Isn't there a need/opportunity for some proselytisers for the
> > Linux/Computerbank Way to begin a first stage list that comes before
even
> > the LUV Beginners level? Something like a "So you've just heard of Linux
or
> > Computernak and want to ask some questions?" list?
> >
> > With good-hearted people of persisting patience, that'd work for those
who
> > already have access to the Internet from somewhere, wouldn't it? Just
set
> > up another list which such people would join and -- as it all evolved --
> > develop a Q&A for newbies coming in. In the process evolving the whole
> > package?
> >
> > IMPORTANTLY this also could be open to anyone anywhere in Oz, not being
a
> > job for any particular Linux or Computerbank group but all of us
together?
> >
> > Regards, Bruce
> >
> >
> > At 08:09 6/01/02 +1100, Greg White wrote:
> > >the LUV group, operate at least three lists. LUV Beginners, LUV
> > >talk, and just 'LUV'.
> > >And generally speaking I would think that Computerbank clients would
feel
> > >like fish out of water on these lists, and be overawed by the skill
level.
> > >These lists they would be encouraged to join once up to speed a bit.
> >
> > _______________________________________________
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> > computerbank@lists.linux.org.au
> > http://lists.linux.org.au/listinfo/computerbank
> >
>
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