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List:       kde-usability
Subject:    Re: Templates and Support
From:       "Claes Andersson" <claes2001 () hotmail ! com>
Date:       2001-08-07 18:54:32
[Download RAW message or body]

>Thoughts?

When something breaks completely, it is good to have a "fallback safe mode", 
that always stays the same. No matter how much a user has screwed up his 
desktop, changed menu items, changed to a bad resolution etc, there should 
be a foolproof way to display a default menu/desktop. The support guy can 
tell him to do switch to this, then tell him to open the control-panel or 
whatever and help him out.

If a user has experienced this once and is not very stupid, he will remember 
this so that he can do this on his own later on. It helps if this switch is 
very intuitive, so that everyone after a while "knows it", like everyone 
knows that Ctrl-Alt-Del is special.

It is probably not even difficult to do this, just to disregard from the 
~/.kde directory.

Claes

>From: Eric E <whalesuit@yahoo.com>
>Reply-To: kde-usability@master.kde.org
>To: kde-usability@master.kde.org
>Subject: Templates and Support
>Date: Mon, 6 Aug 2001 13:31:31 -0700 (PDT)
>
>I keep thinking that what you really want for support
>is to be able to SEE what the user sees on her
>desktop.
>
>It seems to me a simple way to do this would be to
>have a little "Desktop Browser" that recreates user's
>desktop based on the settings in .kde .  Then we could
>give the user a simple way to zip, sign, and send
>(secured, or course) the appropriate .rc files to the
>person doing support, then you could have a picture of
>what was on their screen.
>
>Potential drawbacks :
>  - changes to .rc files could break compatibility with
>this "Desktop Browser"
>  - security risks?
>

>
>This brings up the larger question of a schema for
>.kde, so that settings could be indexed, searched and
>updated.  Is this off topic?
>
>Cheers,
>
>Eric
>
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