[Olpc-uk] Pilot laptop support

[Faisal Sadeq Khan]

Hi Peter,
A few of us on this mailing list are from Adam Holt's Support Group.
Including Daniel Drake, myself, and most recently Martin Dengler has joined
if I remember correctly. There may be others, but I am not aware of them.

Yes, IMHO, XO support should be directed to the Support Gang, as that is
what they/we are there for, and also we should direct interested people to
join the support gang..

Best wishes.

Faisal

--
One Laptop per Child (OLPC)
"Opening new opportunities to children the world over."
http://laptop.org/en/vision




2009/6/29 Peter Robinson <pbrobinson at gmail.com>

> Hi All,
>
> Yesterday as I left the conference on my way home I ran into Adam Holt
> from the OLPC support gang (I also met with and had a very good 4-5
> hour session with most of the European Sugar developers as well). I
> had a very good conversation with him about the best way to provide
> first line support during the pilot for the school. He heads up the
> world wide support gang which currently consists of about 200
> volunteers that provide support for the XOs around the world for both
> G1G1, pilots and all sorts of other people.
>
> Details of the support gang can be found here
> http://wiki.laptop.org/go/OLPC:Support_gang
>
> From the conversation I had with him I think it could be a very good
> way to provide first line support to the school as well as a way to
> give back to the OLPC community as part of the proposal. He said from
> his experience with a lot of the pilots what tends to happen is that
> 1-2 people from the school (parents, senior students etc) start out by
> doing all the support themselves but very quickly become burnt out and
> then they disappear which is when the issue start to appear. They've
> found that one of the better method's is to get the interested people
> involved in the support gang where they can provide on the ground
> support for broken laptops but have the support gang deal with other
> issues with apps and other online issues, the school helpers become
> part of the support gang as well so help out as part of that and
> contribute back to the community as well. There is some form of
> training, but I never got far into those details as I had to run to
> catch my flight. They use email, chat and even phone to provide the
> support and in the last 2 years or so have dealt with over 40,000
> support requests averaging around 10 contacts per request.
>
> Any thoughts?
>
> Peter
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> Olpc-uk at lists.laptop.org
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>
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