Re: [tdf-discuss] Supporting customers (ordinary users)

On 10/20/2010 05:40 PM, Jean Hollis Weber wrote:
> I am appalled at the level of hostility and contempt being expressed by
> a few people regarding the support of ordinary users -- our customers.
>
> Why are we expending so much time and energy to produce the best office
> software, if we're not going to do our best to support our customers at
> their own level of knowledge and experience? I know it's early days for
> having a full support system in place, but we should recognise and
> respect the need for a full support system and work towards it... not
> say "I have no respect for..." people whose wants, needs, and level of
> understanding are different from ours.

While I didn't use those words, and I don't know if you are addressing 
me, I certainly have expressed strong opinions, so I take your point, 
and I will try to be more respectful.

Sometimes, people haven't been so much asking for help as they have been 
complaining (justifiably).  It's hard to make a foundation, a website, a 
wiki, governing principles, a mailing list, press releases, etc., come 
off without a hitch -- all while producing top quality code!  I think 
the proper response to a valid complaint is to acknowledge the 
deficiency, and suggest/implement ideas on how it could be fixed.  When 
I believe a complaint is not justified, or not a priority, the response 
is more difficult to make without sounding harsh.  But I will make a 
concerted effort to take a positive attitude on the list, and always be 
helpful where I can.  Thanks, Jean, for asking for this.

     ----Jon

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