May 18, 2006
8:26 PM EST
|I think article is good written. Sitting at the help desk, I've seen almost all kinds troubles of new users. Even I do support Windows as a part of my job, GNU/Linux troubles of new users are alike with Windows ones.
The best practice is to train help desk and also users so they can use the tools they have and clearly express the trouble. Such as "e-mail client crashes and this output is generated and I attached it".
Such outputs and also using terminal tools are not magic, but simple logic.
Thanks for the article.
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