Re: [aperi-dev] Tool Support

[Tom Guinane <guinane@xxxxxxxxxx>]

Good point Hans.  Verbal banter
on this point would be helpful.  This is a good topic for our weekly
development call.  I will add it to the agenda for next Monday.  This
is not to preclude any textual discussion on this mailing list, so for
those who cannot make Monday's call, please feel free to contribute your
opinions on the mailing list.  Thanks.  

Cheers,   Tom
___________________________________________
Tom Guinane     Aperi Project Lead     IBM ARC  
  408-927-2104     guinane@xxxxxxxxxx     http://www.eclipse.org/aperi/

Hans Lin/San Jose/IBM@IBMUS
Sent by: aperi-dev-bounces@xxxxxxxxxxx

02/27/2008 11:09 AM

Please respond to
Aperi Development <aperi-dev@xxxxxxxxxxx>

To	Aperi Development <aperi-dev@xxxxxxxxxxx>
cc
Subject	Re: [aperi-dev] Tool Support

Hi Tom,  I think it is a good idea to make it
more clear to have community
members be aware of the support from Aperi.  Can we schedule a time
this
week to discuss the necessary changes to make this happen.

Hans H. Lin,  Tivoli SAN Software Development
IBM Almaden Research Center, California
Phone: 408-927-2286, Fax: 408-927-2040
email: linh@xxxxxxxxxx



                    
                     
                     
          
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             02/27/2008 09:27    
     [aperi-dev] Tool Support        
   
             AM        
                     
                     
       
                    
                     
                     
          
                    
                     
                     
          
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I have had three separate instances in the last two days of users
contacting me directly to obtain support for tools.  They have downloaded
one of our offerings, have had some difficulty using it and did not know
who to contact for support.  My assumption has always been that if
folks
have problems with our tools, they would send email to aperi-dev.  However,
in reviewing our home and download pages, it wasn't apparent to me that
we
explicitly point people to the mailing list for support.  This may
be part
of the reason why the ratio of our downloads to the users we hear from
is
low.  I suspect the mailing lists we consider business as usual are
foreign
to many users.  Given they don't know where to turn to for help, many
users
may give up.

I suggest we have a small campaign to beef up our web pages and
documentation to clearly let users know how to obtain help when they run
into problems.  The easier we make it, the better chance we have of
hearing
from them.  Comments?

Cheers,   Tom
___________________________________________
Tom Guinane     Aperi Project Lead     IBM ARC  
  408-927-2104
guinane@xxxxxxxxxx     http://www.eclipse.org/aperi/
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