On Fri, 11 Apr 2014 21:30:31 +0200, Caig wrote:
2014-04-09 18:09 GMT+02:00 Jim Henderson
I see too the many users requesting over
and over the same questions.
More difficult is to see how many users just find by themselves the
answers they need.
Practically impossible, really, because while you might have page hits,
you don't know what they were looking for, or if they found the answer on
the specific page they visited.
Probably some of them use the wiki (or try to do so),
if the statistics available here
are reliable, in the last 24h
(20:00 - 20:00 CET) the English wiki received ~50937 visits (I save the
data since some times). At least a fraction should be real users.
Sure, you'll always have some robots that are indexing or scraping the
There will be always the "lazy" users, but a
more user-oriented* wiki
could be useful at least for the rest (even to give a link to the lazy
In a little over 20 years of doing online support, I can say that while
there always have been lazy users who have just asked rather than doing
some research first, this trend has increased from what I've seen.
What's more, it's exacerbated by the fact that many users don't provide
enough information (some because they don't know what to provide, even in
terms of basic information - like DE or oS version), so it takes several
exchanges to get the information needed to make a proper diagnosis.
Many just don't know how to ask effective questions, so we get the
functional equivalent of "my thing's broke." Often times, users with
some experience will actually try to include useful information, but
often times will only guess about the problem rather than describing what
they're actually seeing (or including actual screen output). "I get an
error message" is far too common, without either context or the actual
text of the error message.
Wiki context-reachability (from YaST for example)
probably it's too
* For example (borrowing ideas from the first thread message):
- right-to-the-point guide (the SDB...the potentially more useful
namespace currently hidden by the search default settings...)
- easier instructions (GUI way) in the first place and then, if really
needed, the more cryptic ones for the geeks (that probably don't need
I think, perhaps, what we need to do is put together some sort of "new
user survey" to find out the sorts of things new users find they need to
know or would like to learn about. We know, for example, that
installation of multimedia codecs is something we see a lot of requests
for help for, and as most of us are very seasoned at adding the Packman
repo and switching the packages over to that repo (installing whatever it
is we need from there when relevant), it's not as clear-cut to a new user
as it is for the experienced user.
But what we need to identify is what leads a new user to ask (for
example) on Facebook rather than the forums (or to even read the sticky
that explains multimedia to them) or to go to the wiki.
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