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way to provide first line support to the school as well as a way to<br>
give back to the OLPC community as part of the proposal. He said from<br>
his experience with a lot of the pilots what tends to happen is that<br>
1-2 people from the school (parents, senior students etc) start out by<br>
doing all the support themselves but very quickly become burnt out and<br>
then they disappear which is when the issue start to appear. They&#39;ve<br=
>
found that one of the better method&#39;s is to get the interested people<b=
r>
involved in the support gang where they can provide on the ground<br>
support for broken laptops but have the support gang deal with other<br>
issues with apps and other online issues, the school helpers become<br>
part of the support gang as well so help out as part of that and<br>
contribute back to the community as well. There is some form of<br>
training, but I never got far into those details as I had to run to<br>
catch my flight. They use email, chat and even phone to provide the<br>
support and in the last 2 years or so have dealt with over 40,000<br>
support requests averaging around 10 contacts per request.<br>
<br>
Any thoughts?<br>
<br>
Peter<br>
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</blockquote></div><br></div>

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