Comments on: Ubuntu Support for Non-Geeks

By: kira

kira — Sat, 12 Sep 2009 21:30:05 +0000

As a brand new Ubuntu acolyte, I was very excited to stumble upon this article. My pc just took a huge dump on me so I went to my locally-owned computer-wizard store and they convinced me to install Ubuntu. My guy told me how to find the forums and sent me on my way.

I think I love it, but it’s taking me ages just to figure out how to do things (and, yes, some snarky comments on the forums have kept me from posting what I know are elementary questions). I don’t mind doing the research, but I know that some of the things that are holding me up could have been easily handled in a short “getting to know your Ubuntu” session – sort of like what the Apple stores do with their “New to Mac” workshops.

I wholeheartedly agree with Jef Spaleta that the OEM’s really need to make this service much more visible to people like me. At the very least, it may keep us from posting as many stupid questions on the forums. . .

By: aikiwolfie

aikiwolfie — Thu, 13 Aug 2009 16:51:38 +0000

I think Canonical do a pretty good job of providing the relevant documentation. Normally it’s all arranged by Ubuntu version number and then topic category.

By: Andrew Oakley

Andrew Oakley — Tue, 11 Aug 2009 09:24:44 +0000

The problem with online support and documentation is that, with a new Ubuntu every 6 months, the documentation is out-of-date almost the moment it is published. Reading through forum posts is often a waste of time, since most posts are over 6 months old.

Ubuntu need to focus on LTS releases as the “stable” release, and leave the other releases as unstable/bleeding-edge for techs to fiddle with. If you’re trying to Get Stuff Done, then LTS is the only sensible option.

Officially-supported documentation should, by default, cover LTS only. You should only see the non-LTS docs by signing into Launchpad or similar.

By: Hmm

Hmm — Mon, 10 Aug 2009 21:55:43 +0000

“Linux community forums can be a gold mine of helpful information. But only if the community are in a helpful mood.”

It’s not even just the forums. I’ve seen a number of condescending comments by Canonical employees on Launchpad. It goes all the way to the top. There’s something endemic to the free software movement that either creates or attracts arrogant assholes.

By: Hmm

Hmm — Mon, 10 Aug 2009 21:51:33 +0000

Though if they make money off support for configuring things that should be intuitive to configure out of the box, isn’t that a perverse incentive to make the desktop harder to use? If the users are paying them money to help work around problems, then there’s no incentive for Canonical to fix those problems.

By: aikiwolfie

aikiwolfie — Mon, 10 Aug 2009 20:18:53 +0000

I think this is a good step forward by Canonical in supporting new Ubuntu users. If you’ve ever been to Ubuntu forums and seen a newbie flamed out of existence for asking something as seemingly trivial like how to get flash working then you’ll appreciate the need for a service like this.

Linux community forums can be a gold mine of helpful information. But only if the community are in a helpful mood. Just one too many uber-geek with his it’s head firmly stuck in it’s sphincter and things rather shamefully turn very nasty very very quickly.

Not really the way to promote a new platform. Canonical have done good with this new initiative.

By: Jef Spaleta

Jef Spaleta — Mon, 10 Aug 2009 17:41:54 +0000

As a nice complement to the starter package is the online desktop training that Canonical is already offering for in experienced user. Look for it in the Canonical store.
http://shop.canonical.com/product_info.php?products_id=134&osCsid=3e05e0c9f2a82628f24416ddbc59020f

The Ubuntu desktop web training and the starter package support option seem to me would be a very good 1-2 punch aimed at helping novice linux users to take the leap. But how is the target audience for these services going to find them?

How many people reading this have purchased an Ubuntu pre-install as a gift for the non-technical people in their life? Raise your hand if you would be willing to spend ~$100 extra on such a gift in order to add the online desktop training and the starter support package from Canonical to help that person feel comfortable using something a little unfamiliar?

For it to be really effective OEM partners are going to have to start bundling this into price points at time of purchase. The online training has been available for a while now and none of the OEMs haven’t picked it up yet and put it in front of consumers…that is a problem. Both the online training and the starter support package would be a no-brainer bundle if Ubuntu pre-installs were being sold as boxed electronics on retail shelves.

The OEMs will make or break this as a revenue stream. If they do their part and make consumers aware of these offerings at the time of purchase, these could see enough adoption to matter as a revenue stream. Hopefully the overdue Dell site overhaul and the re-introduction of Ubuntu desktop systems will include both the Canonical online training and the support options.

-jef