BabsKy, you bring up great points and are re-enforcing my case.
Honestly, I have yet to see one person arguing against combining. We
rarely, if ever, get support questions in the devel channel, so I'm not
worried there. Usually when that happens it's a matter of, "I need to
reach the devs about such-and-such," in which case it's completely fine,
and more than likely gets triaged into a bug report where it's more
easily tracked (could still be handled from #ubuntustudio since we hang
out there as well).
As for why I'd want to redirect people with support/help questions to
#ubuntustudio, the biggest reason is because of eyeballs. As with any
open source project, the more the better, and in this case, the more
people available to troubleshoot a problem the better. There are twice
as many people in #ubuntustudio as #ubuntustudio-offtopic, so you can
clearly see the advantage there.
As of now, I have removed the page links on ubuntustudio.org for the
community page which only served to be a link to #ubuntustudio-offtopic
to remove the ambiguity. I believe that, in the future, removing Ubuntu
Studio Café from the Ubuntu Studio Information menu would be next for
all supported releases and 23.10, followed by the forwarding of the
channel to #ubuntustudio.
I have yet to see any compelling reason to not move forward. Removing
the link is the easiest to undo if there's any compelling reason to do
otherwise, so if anybody has any reason not to move forward, please let
me know. :)
-Erich
On 10/7/23 08:54, BabsKy wrote:
We have signage for our IT sessions that people don’t see. We used to hold our
sessions on a mezzanine that had a sign on a stand smack in the middle at the
bottom of the stairs, people would squeeze past the sign to come up to the
mezzanine and then be surprised when we told them we were in a session. We
currently use a separate room and always put signage on the door, at eye level,
but people still don’t see it.
As for being aggressive, there are several possible reasons, in my experience;
1. English isn’t everyone’s first language and some don’t have a good
understanding of it.
2. Mental health issues or physical brain damage/physical limitations, certain
medication, can cause aggressive behaviour.
3. Lack of understanding, rooted in either 1 or 2 above, can cause frustration
which can appear to be or lead to aggression.
4. Some people need handholding. Vague direction isn’t enough, you have to give
unambiguous, “foolproof” direction. In this case that would be a link. I have
one of these customers, he’s a nice man but has NO common sense whatsoever. He
needs clear, step by step instructions. Although he often gets frustrated with
himself he doesn’t get aggressive, but there are some that do. Maybe they’ve
been spoilt and expect everything to be handed to them on a plate?
In an ideal world you wouldn’t have to change anything to satisfy the minority,
if they would be satisfied? but we don’t live in an ideal world so combining
may be the way to go?
On 7 Oct 2023, at 05:02, Erich Eickmeyer <eeickme...@ubuntu.com> wrote:
Yep, it was signposted very clearly, but apparently people didn't understand the difference between
"community" and "support" and didn't see the bold letters in the community page saying "do not
use this chat for technical support." Furthermore, this one person claimed the term "technical support"
is subjective, which I'm still confused about.
Either way, I think removing the guesswork is the best way forward. One chat
room, less ambiguity, keeping the development collaboration separate still.
-Erich
On 10/6/23 15:38, BabsKy wrote:
I didn’t even know there was a #ubuntustudio-offtopic!
Unfortunately there will always be people like that and I’m sure you’re not
letting them get to you, it’s sad that this is the world we live in. I’m one of
a team of volunteer IT trainers and we also have to deal with abuse
occasionally, usually verbal but it has escalated once or twice.
I can understand users not being familiar with the correct avenues for help and
can understand how frustrating it can be in that situation, so making it as
easy as possible and the correct routes as clearly signposted as possible is
all you can do.
On 5 Oct 2023, at 20:15, Erich Eickmeyer <eeickme...@ubuntu.com> wrote:
Hi all,
There was an incident the other day in which someone requested support in the
#ubuntustudio-offtopic IRC channel. I answered their question but requested
they move to #ubuntustudio since this gets more view (and is properly logged),
but instead of doing the right thing and doing what was requested, this person
decided to berate me, then threaten me which then got them kicked out and
banned for violating the Ubuntu Code of Conduct, after which they continued to
threaten me via private message, which then got them reported to staff and,
likely, K-lined.
This, however, did get me thinking: this isn't the first time people have been
confused about the purpose of #ubuntustudio-offtopic, though this is the first
time someone has been so verbally violent about it. Additionally,
#ubuntustudio-offtopic doesn't see much use other than Krytarik correcting my
grammar. :)
With that, I propose sunsetting #ubuntustudio-offtopic and combining it with
#ubuntustudio to make #ubuntustudio a support *and* discussion channel, but
anything other than the topic of Ubuntu Studio would be requested to move to
#ubuntu-offtopic for general chit-chat, as #ubuntu-offtopic is a much more
active room. The general idea is to lower the confusion and to allow people to
feel more welcome to discuss Ubuntu Studio in our main chat.
Let me know your thoughts.
Thanks in advance,
Erich
--
Erich Eickmeyer
Project Lead - Ubuntu Studio
Technical Lead - Edubuntu
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