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Nagarjuna G. wrote:
another approach is to maintain a good wiki and send them the reference to that wiki and ask them to rant it whenever they need support. If the wiki contains most of the FAQs then they will also be benifitted. Instead of using their own language, they will begin to use our language.
Couldn't agree more. At Pune, my experience with Airtel has been a mixed bag. On one hand, I have encountered folks who know how to get the user to check the Proxy settings for Firefox and sometimes even ask about root/super user access on the box. On the other, I get the void responses when I point out that I don't have Windows running. On the whole, a telephonic discussion with their nodal office gave me the idea that given the basic information that can help them support their users on Linux, they are not averse to putting in efforts to do so. They don't have the in-house skills to have basic script for their Support Teams ready.
However, that would really mean that the content is kept simple as are the questions. Very basic questions might put off the experienced user on Linux, but if it helps an increasing number of Linux desktops use the ISPs, then we have winners. Or, let's not think about what we could lose, instead focus on what we can win.