[Computerbank] solving the conundrum of the bush

[Da Moose]

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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