#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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Changes (by immanetize):
* cc: me@… (added)
Comment:
I haven't jumped in on these tickets in the past, but I probably
contributed to the perception of a negative experience, so here it goes:
Clearly, the user in question fell short of proper IRC etiquette. For the
most part, #fedora is a well tuned machine, given the right sort of
participants; primarily, users who are familiar with the IRC support
context and who have a clear idea of the problem they'd like to address.
This situation demonstrates that it is easy to become frustrated and
impatient with someone who does *not* have a clear goal in mind, and is
not familiar with IRC. I think we can learn from that, and should put
together a wiki page to help those in similar situations. It could address
formulating good questions (
http://www.karan.org/blog/index.php/2012/01/23/communities-and-questions
immediately comes to mind for me, ) effective communication in a busy
channel (addressing your conversant by name, pastebins, etc) unsupported
issues and why (nvidia, catalyst, vbox, etc) among other common issues.
There's no guarantee that any one person will follow the guidelines there,
but it won't be taken as personally coming from a wiki page as it would be
if it were doled out, one frustrated line at a time, from someone the user
expects to provide help.
Some situations can't be improved, but the question we should ask
ourselves is not whether a ban or a quiet is justified - those will be
obvious, for the most part - but whether we can improve our responses and
policies to prevent escalation or complaint.
--
Ticket URL: <
https://fedorahosted.org/irc-support-sig/ticket/151#comment:7>
irc-support-sig <
irc://irc.freenode.net/#fedora>
Feedback and tracking of issues for the folks who try and improve support in #fedora on
irc.freenode.net