In Progress

• Launchpad Entry: OneOnOneLiveSupport

• Created: 2007-05-06

• Contributors:

• Packages affected:

• See also: UbuntuLiveChatSupport

Summary

New users to Ubuntu often need support but are confused and overwhelmed by the current support offerings including irc, mailing lists and forums. This specification details a One on One Live support model allowing volunteers to nominate themselves for support to individuals.

Rationale

IRC (specifically the #ubuntu channel) can be overwhelming for new users.

Mailing lists and forums have a barrier to entry (email address and accessible email, subscription process).

Mailing lists and forums both have no guarantee of an instant response. Whether the response is a fix or not, users often feel more confident when talking to an individual in real time.

LoCo and LUG meetings are great ways to talk to people, but don't tend to happen very often.

There is currently only one real time support option, IRC.

Use Cases

• Alice is a new Ubuntu user, but would like some help getting her system configured.
• Bob has been using Ubuntu for a while but has come across a tricky problem that he would like to talk over with someone.

Scope

This will use the recently open-sourced qunu http://qunu.org http://qunu.com code which facilitates this.

• Expert registers on the site with their skills listed
  • Tags listing each product / package / technology they know
• New user visits the site in a standard browser to find an expert
• Site connects (via web based Jabber) user to expert.
  • (expert is actually using standard jabber client - not the site).
• If the expert does not know the answer, the user can go back and find someone else who does.

Design

Using the code from qunu.org an ubuntu-hosted site should be setup to house the web based support system.

Implementation Plan

• Implement the qunu.org code on a hosted site
• Promote the service to community members

Implementation

Outstanding Issues

BoF agenda and discussion

To be discussed at UDS-Sevilla

CategorySpec