Following up the my post before, I felt like letting you know some more, about what I am doing in supporting newbies.
Besides trying to help people in the suse irc channels, I also help in some forums. One of it is opensuse-forum.de For this forum I write a bash script easying the pain of getting the needed info from newbies. It gathers needed information according to options given. It checks it's version, gets new version and all test are easily adaptable with the update mechanism. It pastes result to appropriate paste servers and puts the resulting link to clipboard, irc or whatever.
One other thing is to give newbies lessons in a shared console. We are already testing sessions on our server or on my box. People connect to the server with ssh and join a shared session with "screen - x -S sessionname". Additionally we all meet us on our mumble server. This gives us a very effective way of teaching. We combine "hands-on" with voice teaching.
We want to implement this mechanism into the official openSUSE "support-chain". Maybe in of the next incarnations.
All these little ideas stem from my generation project "LivingServer" & "UniversalHelp". There is an interview outlining the principles of "uhelp" at http://archiv.radiotux.de/interviews/2011-09-16.RadioTux.Karl.Thomas.Schmidt... (German only)
At openSUSE Conf 2011 I did a "speedy"- talk about "crowdtranslate" The idea, also stemming from "uhelp", is easy: Why don't we use the crowd force to better up the translation? The user actually using the product is much more accurate in translating the gui strings. All we need, is a "context menu" for each and every UIstring letting the user rate the translation and suggest a better one. This will better the translation over all. Sounds easy, but designing the needed server is not. Work in progress, albeit nearly stopped at this time.