How do popular open source projects handle user support? I looked at the top 100 on GitHub to find out:https://nadiaeghbal.com/user-support
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BTW, I love this quote about why Google uses forums instead of dedicated staff to handle support: https://www.google.com/amp/s/www.seroundtable.com/amp/google-support-staff-limits-13916.html … Seems obvious now, but I imagine not having customer support seemed ridiculous in the early days.pic.twitter.com/Q9jY5T76AG
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Isn’t that switching cause and effect? Of course they can get huge (and very profitable) by cutting people out of the loop, but they are famously user-hostile. From my point of view, a bunch of smaller services with real support would be better.
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I guess regardless of what I prefer, I think software naturally bends towards scale, though I'd rather see these practices applied on a protocol level (hence the original blog post)
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Fair enough. Your blog post is very interesting and thorough, thank you.
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It works until you have a complex problem. My wife was stuck in no solution hell for months and ended up having to abandon her quest because nobody forums didn't know the answer and nobody at
@madebygoogle ever responded. -
Every solution has its sweet spot. Strongly promoting the use of forums should not completely prevent someone to get a more direct support (maybe you could force her to go through the forums first and only once she can show she got no answer allow her to proceed with email)
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Yes it did seem ridiculous at the time, and they do have some form of support for paying customers. Although, I still wish there were a way to reach out to those able to fix things, maybe with triage along the way. And make that a best practice with guidance for other projects?
Thanks. Twitter will use this to make your timeline better. UndoUndo
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