On Thu, May 17, 2012 at 5:05 AM, Per Jessen <per(a)computer.org> wrote:
> Le 16/05/2012 18:41, Bryen M Yunashko a écrit :
>> And let's be honest. People don't want to read, read, read. They
>> encounter a problem and just want to report it and be done with it.
> I don't think so.
I disagree, Bryen is right - people don't want loads of reading.
Everyone is very busy. I NEVER watch videos, I just won't spend ten
minutes watching some poor quality explanation of something I can read
in thirty seconds. But we need to find some middle road: we are
constantly pushing the fact that we are user-friendly enough for less
expert users, so we're going to have to deal with bugs from those
they bug *fixed*. It's of no use to have more bugs
reported if we can't fix them...
Actually fixing a bug and getting the fix installed on a user system is
quite a long process, especially for inexperienced users.
This is important. We can include some documentation at some point in
the process - perhaps a thank-you note post-submission (once someone
has invested the time to submit, they are more likely to read it) -
that explains this: That the bug fix may take a long time to
implement, and they may need to do a fresh install.
> now bugzilla is frightening, so only solid people report, and then
> this is not enough to have good reports and fixed bugs.
Agreed, it is daunting. What if the the landing-page had two simple
options: one, "I'm a technical user and have a Bugzilla login, send me
there!" and two "I want to report a bug and haven't used bugzilla.
Take me to the easy forum OR show me how to use bugzilla" and have a
dedicated forum thread for bug reporting, where we can more easily
discuss a bug and a third party can put it on bugzilla. The issue
there would be (a) personnel to do the escalating and (b)possible loss
could it be
possible / usefull to *require* an IRC chat *before*
reporting a bug????
No doubt very useful, but hardly possible for a non-commercial
That'd put off a lot of users. Many don't use IRC. Could say the same
for forums, but I think people are more comfortable with forums
Another idea is that we have some non-technical flags on a bug: stops
install process/affects configuration/security/ random UI
problems/obstacle to productivity/printing/ specific software
problems/no sound/visual glitches/ other small things that are
annoying /trivial issue that looks unprofessional - that might allow
a keen but less technical user to assist with triage.
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