On Thu, 2012-05-17 at 08:33 +1000, Helen South wrote:
On Thu, May 17, 2012 at 5:05 AM, Per Jessen <per@computer.org> wrote:
jdd 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 users. Agreed. Concise written explanations with an eye to the n00b is ideal. Videos aren't a bad OPTION to have linked in the articles.
people want 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. A little encouragement and personal interaction go a long way. There are times one will file bugs, and they never hear a thing.
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 of information. Brilliant! Though, we could possibly have a simple (and sloppy?) front end available. Maybe even as a widget. Call it Stomper.
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 operation.
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 generally. Good point. I take it for granted that I know IRC now, but when I was first learning it, there was a nasty learning curve. This may be feasible if we had a web-based front-end that looks like a regular 'ol chat room plugin. Then it is presented as a paradigm familiar to more users than raw IRC.
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. VERY good idea. I may not be useful in a kernel panic, but I can be useful in many other areas.
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