On Fri, Oct 26, 2012 at 5:06 PM, Louis Suárez-Potts <lo...@apache.org> 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, http://www.openoffice.org/support/. 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? >
I can't think of anything less confusing than a prominent link on our home page saying "I need help with my OpenOffice". The "befuddled" users who end up in other places might in some cases be crazy like a fox. They know the tricks to get one-on-one attention. They are the ones who know how to press *0 on the phone to get a real human. They know the secret support number for Amazon customer service, etc. That said, it might make sense to give new users some tips and do this repeatedly, since a since mention will not sink in. We have a few opportunities: 1) While downloading 2) While installing 3) Immediately after installing 4) A "start up tips" dialog that could display a new tip every day or week 5) A "new user" email autoresponder that users could sign up for to get a helpful tips for their first X weeks using AOO. 6) Similar information sent to announce list 7) Maybe make the FAQ's directly linked from the home page Obviously one of the hints could include a hint about support. Of course, the real question, Louis, is what do *you* want to do? -Rob > Thanks > Louis >
