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osOpinion: Time To Restructure Tech Support

Jan 17, 2002, 11:30 (3 Talkback[s])
(Other stories by Nick Winlund)

[ 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."

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