| From Vaughan Johnson <vaughan@...>
| Fri, 19 Oct 2007 13:09:18 -0700
| Subject: [Audacity-devel] Help list...... !
| Gale Andrews wrote:
| > On the 10th August -help list suffered an outage so that messages sent to
| > it disappear into the ether without an error being returned to the sender;
| > they neither get sent to list subscribers or appear in the archived
| > resources. Being unable to find out what was happening from Dominic, I
| > raised a support ticket myself with SourceForge on the 24th August (as
| > user "windinthew") but there have been only a couple of auto-responses.
| > So what should happen now, do I/others keep on at them?
| > It also raises the question to me, do we need the -help list in its
| > erstwhile format as a means of getting help without subscription or
| > registration? .....
| Makes sense to me, if -help is flakey and redundant, to ditch it in
| favor of forum. Whatever works best for you and Richard and provides
| users some access to help. No matter how good the docs are, some people
| will not look up answers.
| Is the former semi-automated system not useful for form-letter replies?
| Should it be revived/replaced?
Are you talking about some precursor of -help list before my time, or about the
-help list we had until August using cut and paste answers with links to FAQs
and Wiki? Even that does take time except in the simplest examples, and often
you may need to find and put four or five cut and pastes in one email, depending
what is asked and the context it's asked in. That approach is not universally
popular with users - some can take umbrage if they get the impression that
their question is not really being read at all, but that some key phrase from it
is grabbed and the closest matching paste sent back. In any case for those who
don't understand the form answer or the link, they still need one-to-one, specially
written help, LAME being a very good example. There would normally be two or
three Windows users a week that could easily take half an hour each to sort out
their LAME problem, plus a shorter time replying to other LAME problems with a
Richard helped a lot for a week or two on the new Forum building up a base of
answers, but that apart neither Richard or I do very much there (time
constraints, and it is supposed to be "users helping users" in the first instance).
Obviously we could do more if there really is no more help list in current form,
but this is only an SF issue and it must be technically solvable?
At the moment our proposed 1.3.4 Beta download page asks for feedback to
come to the -help list, so we need to decide. However, I'm beginning to think
there may be better ways to obtain and organise what we ourselves want to get
out of -help list, which is basically suggestions (primarily but not exclusively
feature requests), and usability feedback about Stable and development versions.
I am not sure it's all that common to have both a forum and such an easy
access help-list (by which I mean fire off a question both without any form of
registration, and without a forced routeing through support documentation first).
Anyone else? Richard?
Outbound message virus free.
Tested on: 10/20/2007 1:13:52 AM