osOpinion: Time To Restructure Tech Support
Jan 17, 2002, 11:30 (3 Talkback[s])
(Other stories by Nick Winlund)
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[ Thanks to Kelly
McNeill for this link. ]
"I find fault with traditional support that has one-way
flow and is static in response possibilities. Centralized support
models prevent the user from managing the performance of the
support they get.
I'd be willing to wager that there are numerous people with the
same networking problems I have. Let's take the case of Linux
networking. I propose a distributed form of surveying users to
attempt to tackle this issue.
What if a survey was written that asked all levels of users what
problems they've encountered during networking? The survey would
consist of users asking questions and others answering the
questions the users asked. The answers can be cross-referenced with
other data and other surveys for different results."