Cracking a Hard(ware) Problem

It is a sad but true fact that hardware issues - whether or not a particular bit of kit is supported - still dog GNU/Linux, and remain a major obstacle to its wider use. Happily, a partial solution is available from the community of current users, who collectively have scads of info about what works and what doesn't. Now there's a site that seeks to bring it all together, UbuntuHCL.org:

Our mission is to provide a forum for Ubuntu users to share their experiences with different hardware, to ease the transition of new users to Ubuntu, as well as help users pick the right hardware for their Linux system.

FixYa Fixes the Real-Life Support Hole

Although free software has a reputation for patchy documentation and non-existent support, that's not really true at all: there's buckets of stuff out there, usually written by extremely knowledgeable people, and lots of enthusiasts ready to advise. What *is* true, is that everyday consumer devices haven't had anything like that deep, community-generated online support.

FixYa asks: why not?

FixYa was founded by a frustrated consumer who noticed that most manufacturers of gadgets, electronics and consumer products were not providing adequate technical support through their web sites, despite these products becoming more and more technologically advanced. Whether it was a digital camera, printer, or laptop - manufacturers were not allocating the necessary resources to meet customers' increased demand for technical support, troubleshooting, and easy access to product manuals. It was from this lack of easy-to-access technical information and product support that the FixYa online technical support community was formed.

FixYa is now the largest online source for free technical advice on gadgets, electronic equipment and consumer products. FixYa users can quickly and easily post technical questions for Experts in the FixYa troubleshooting forums - seeking solutions for problems or advice/instructions on proper usage of a product. Users can also upgrade to Premium Assistance to get fast, guaranteed technical assistance from Top Experts - via posting or Live Chat.

The power of FixYa stems from the unique, community-generated content found in the FixYa troubleshooting forums. Technical problems and solutions posted on FixYa are based on users' real life experiences, rather than the hypothetical scenarios presented in product manufacturers' FAQs. And through FixYa's unique rating system, problem solutions are continually refined, with the goal of offering users the most helpful and accurate technical support information possible for any consumer product.

Sounds like a classic open source/open content/user-generated business model. But the cynic in me said that it was doubtless deeply flawed by wickedly appropriating all that content for itself. Nope:

All content, either text, pictures, or graphics, on the site that has been contributed by users is designated as Open Content. All such content may be copied, reproduced, distributed, republished, downloaded, displayed, posted or transmitted as long as (1) it is not displayed on a commercial site (except on message boards) or used for commercial purposes, (2) prominent attribution is given to FixYa, and (3) attribution is given to the original author(s) as listed on FixYa.com. If the original author is listed as "Anonymous" on FixYa.com, attribution to the author is not required.

FixYa maintains a compilation copyright on its user-submitted content. This user-submitted content may by reproduced in part for non-commercial purposes as described in the paragraph above, but may not be reproduced as a whole through any medium without the express permission of FixYa.com.

My only criticism would be that "Open Content" is rather vague here. Maybe it would be better to use the cc-by-nc licence, which seems to fit the bill.

KOfficeSource Means Business

On Open Enterprise blog.

Source(Forge) of Strength or Weakness?

On the Open Enterprise blog.

The Joy of Ratchetlessness

Irrespective of the relative merits of free and proprietary software, there is one aspect where free software wins hands down. Proprietary software is based on the ratchet principle: once you start using it, you are eventually forced to move up through the upgrades; free software has no such compulsion. This ratchet is bad enough for people using legitimate copies of proprietary software, but for those using unlicensed versions, it's even worse:

"At first when Microsoft officers visited us, they convinced us on the importance of operating on genuine software which we didn't object to, but the manner they are doing it cannot let us sustain our businesses," he said.

His dilemma started when Microsoft sent him a letter stating that they would want him to legalise his operating system. However , he says that his business is operating on Windows 2000, but then Microsoft asked them to upgrade to Windows XP. "After testing the Windows XP, we found that it was not suitable for us but they insisted that we must go that way," he claimed.

He welcomed legalising software on Windows 2000, to which Microsoft says they did not want to license what they don't support.

So what did this chap do? Yup:

he embraced Open Source. "At first I was hesitant but with what am experiencing, I wish I had gone Open Source long time ago. It did not cost me anything. I closed for two days and installed all the machines with the Open Source software" he says.

In this respect, proprietary software is a victim of its own business model - it simply must get more money out of forced upgrades. Free software, of course, can offer upgrades for free or even - revolutionary thought - simply let people use old software, and find support from like-minded people online. (Via FSDaily.)

Firefox....for Cubs

There's a new Firefox support site around that's aimed at absolute beginners. Smart move, now that Firefox is beginning to bleed beyond the world of geeks and their immediate family.... (Via Linux.com.)

Dell Speaks About GNU/Linux Again...

...but no action yet:

Dell has heard you and we will expand our Linux support beyond our existing servers and Precision workstation line. Our first step in this effort is offering Linux pre-installed on select desktop and notebook systems. We will provide an update in the coming weeks that includes detailed information on which systems we will offer, our testing and certification efforts, and the Linux distribution(s) that will be available. The countdown begins today.

Interesting fact from this announcement:

On March 13, we responded by launching a Linux survey asking for your feedback on what you need for a better Linux experience. Thank you to the more than 100,000 people who took the survey. Here are some of the highlights from the survey:

...

* Majority of survey respondents said that existing community-based support forums would meet their technical support needs for a tested and validated Linux operating system on a Dell system.

which is what I wrote, too, in my answer to the survey. It will be interesting to see what happens and how it works out in practice. I will certainly be interested in buying a system or two if they make something decent available.

Dell is Listening...

... apparently:

Dell to Expand Linux Options

Your feedback on Dell IdeaStorm has been astounding. Thank you! We hear your requests for desktops and notebooks with Linux. We’re crafting product offerings in response, but we’d like a little more direct feedback from you: your preferences, your desires. We recognize some people prefer notebooks over desktops, high-end models over value models, your favorite Linux distribution, telephone-based support over community-based support, and so on. We can’t offer everything (all systems, all distributions, all support options), so we’ve crafted a survey (www.dell.com/linuxsurvey) to let you help us prioritize what we should deliver for you.

Eclipse Waxes Stronger

One of the key issues that needed to be addressed in order to promote free software in the early days was support: until mainstream companies like IBM and HP started to offer formal support there was a natural concern that users of free software would be left to sort out problems on their own. So when IBM announces a similar step for Eclipse, it's clearly of great symbolic importance, whatever the reality of the offering.

The Logic and Logistics of Open Source Support

It's widely accepted that one of the biggest remaining obstacles to the uptake of open source solutions within companies is the lack of support, whether real or simply perceived. So here comes OpenLogic, with its new way of tapping into the hackers who write the code to sort out the logistics of providing high-quality support: the OpenLogic Expert Community.

Sounds great. Except for one thing: LinuxCare tried more or less the same idea during dotcom 1.0. Didn't work then, and now...? (Via Enterprise Open Source Magazine.)