Should we do away with our IRC support channel?

[longtom]

We all know we have IRC channels.  While most of them, like #PCLinuxOS, are there to be a social platform for people to chat about anything and basically do not need any structure I believe the #pclinuxos-support channel is different.

Quite a few beginners attempt to use that channel in order to find some help.  They either get no answer or, when I am there, just a "can't help you, don't use KDE, try the forum", given that most questions asked are concerning our main KDE version.  Twice, in a space of 2 days, did I get the answer:

No problem...thanks anyway...theres dozens of kde distros out there, one of em gotta work...

I do understand that we are not hard up about people using PCLinuxOS.  I do understand that we can not "man" the support channel 24/7 with people who can help (which brings up the question why somebody frequents a channel if he/she doesn't want to participate).

There are some people there who are making a valliant effort to be there and help, TerryN would spring to mind who does that task fantastically.  But even now 12 active members are in the channel who do not react to requests for support.  TerryN and his friends can't do it all alone.

This brings me to the headline:  Should we have a support channel in the first place?  I am off the old school which believes:
If you don't want to do something properly - don't do it.  It will do more damage than good.

I believe hanging people who need support out there to dry will do more damage then good.

Your thoughts.

[Neal ManBear]

+1 to what Kori said.

[longtom]

Hey Sproggy.  Hope you feel better really soon, buddy!!

I wasn't talking about that isolated incident only but used it as an example which prompted me to write me op.  I vaguely remember doing it before and also got a similar answer isolating a singular case and forthwith virtually dismissing my case.

I wouldn't open up this thread and potentially giving myself out as a lollipop if I would think this being an isolated incident.  It isn't, it is more the rule than the exception.

I do realise that I am stepping on toes which might not increase my popularity, but the "this was just an isolated incident and the op didn't give all info" doesn't cut it for me in this particular case.  Nobody asked for more details and therefore giving a hint that he/she will be there and attempting to help.  In an instant messenger that would have been easy - we do it in the forum all the time.

I do appreciate that this thread will not change much, but maybe one or two got thinking and new users, in the end, will benefit.

[Wildman]

As Neal posted, 

+1 to what Kori said. 

However, they were asking for help, did we lose another potential convert to PClinuxOS is the real question. (from my view point) ? 

[ivanovnegro]

As Neal posted, 

+1 to what Kori said. 

However, they were asking for help, did we lose another potential convert to PClinuxOS is the real question. (from my view point) ? 

I think yes, we lost him. 
I have to admit once I used also the IRC before going to the Forums but that was because I wanted real help and I had not yet installed PCLOS. After installing Im using excusiveley the Forums, dont know, I did this always, Im actually not a big fan of IRC channels because the most time there are some people but nobody answers.
But Im against it to close it, that I dont use it does not mean that it is not useful for others but if you are there and want to help, I think you have to do it more frequently and I think this is in general a problem of IRC channels. In my case I had luck, I recieved help but also not as preciseley as I wanted, this is a time ago, no matter now.
Anyway Im new to this distro and Im in love but I think we have to promote even more PCLOS as it is one of the best! 
In the end, I think to do so from my side, I have to connect me also more frequently on the IRC to offer my help, Im new to PCLOS but not to Linux.

[sling-shot]

[longtom]

The PCLinuxOS-support / PCLinuxOS IRC channel were active a few years back - may be around 2007-08. But recently a cold wave has been blowing through it.

I have logged in at various time points to see a similar story.

Whenever I am logged in I try to engage the people who ask questions. 99% of the times I would not know the answer. But I have seen from my experience with finding answers that sometimes the mere attempt at trying to understand a problem solves it. This might happen not so often but is very rewarding nonetheless.

Some people who arrive at the IRC may like to be spoon fed but quite a few are also seeking knowledge. These when properly directed will seek it and in future help others too.

I remember being helped by people by not a direct answer but a pointer such as a forum topic or weblink or a suggestion to do a web search for a particular topic.

Now as to how the IRC can be more active:
1. Nobody can force anybody to serve in IRC.
2. All those interested could make it a point to hang around IRC whenever possible and try to be active.
3. Starting this topic would have alerted some people already and we may see some more activity.

NOTE: Reason for logging in and not posting could be:
1. Not having much knowledge about the topic. Keeping quite so that some one else with more knowledge might come around and answer. Also it keeps the channel clear of clutter.
2. Attitude 1: This question is so silly, just doing a web search would find the answer. Why should I bother.
3. Attitude 2: This fellow does not even bother to RTFM. Not worth helping.
4. Busy life: People log in and then get busy with life. You know IRC/PCLinuxOS/Internet is not the only thing in this world.
5. Busy coding: The rare people who actually are responsible for developing PCLinuxOS are over burdened with real work.

I guess that is all that comes to my mind.
-SS.

[Crow]

Some time ago I received good advise in the IRC but then I became more proficient in the few things I need.

Later, the questions were related to things I wanted to try like live USB's installs or remasters, the needed info is across the forum or a simple post is promptly answered.

Is true, the IRC channel is not frequented as before, the few times I connected there were not many questions either but I think it should remain as a possibility of assistance, there are times when switching from the forum to IRC could have worked better, the downside is that you don't document the assistance and others with the same problem won't know the solution.

I refrain of participate helping others due to my limited knowledge but maybe at least we should encourage people to post in  the forums if we don't have answers.

[longtom]

I refrain of participate helping others due to my limited knowledge but maybe at least we should encourage people to post in  the forums if we don't have answers.

That is basically my role there as well.  Just the fact that somebody reacted is a big plus.  Seeing people in the room but nobody reacts is like being ignored when walking into a conversation.

[bicol_willem]

"being ignored when walking into a conversation."

My life! 

 

[arkanabar]

Well, I've been motivated by this thread to spend some time hanging out in the IRC support channel.  And I've managed to help a couple of people with their (same) problem -- they forget that tinyurl up at the top has instructions that must be followed when installing from ISOs that predate the feb 11 repository move.

[Rudge]

I refrain of participate helping others due to my limited knowledge but maybe at least we should encourage people to post in  the forums if we don't have answers.

That is basically my role there as well.  Just the fact that somebody reacted is a big plus.  Seeing people in the room but nobody reacts is like being ignored when walking into a conversation.

Me too. I hate to ever be negative about anything but to be honest, logging onto the IRC is like a visit to Easter Island. 

[rubentje1991]

Well, in the past, I tried to help a couple of times....
But I think I make a lot of clutter -- even if I don't know the answer, I start trying to help them (and during that, I'm searching and searching this forum  )

So, people talking to me in the support-channel, frequently get a forum-link from me (because it's so clearly explained in that thread); and if that doesn't help and I don't know the solution - I ask if someone else knows a better solution; and if nobody reacts, I just say they can choose between following:
1) waiting for people to get awake (I had once a big awake-conversation with longtom  )
2) get an account on this forum, and place their question here, because the probability of being answered, is here a lot higher...

Now I think of, are there some guidelines we should follow when helping on IRC? (but it has been a long time ago I helped there)....

[Wildman]

Just not enough people to cover all the necessary things all the time, maybe...

[zerocool]

Reminds me of...



If anyone's old enough to remember the Maytag commercials?

 

[Was_Just19]

Do others feel that IRC is a very awkward, sort of user-unfriendly environment?

I really dislike it, and was never comfortable the few times I used it (not referring to PCLOS).

It has its uses, particularly for real time comms, with many eyes (hopefully) to help view a problem.
So I suspect unless there is an alternative that is easily accessible .......