IRC Linux Support, through burnout and beyond.

I've been doing support on IRC for more than three years now. Overall, it's been a rewarding experience, and, an important learning experience for me as well. With 20+ years of dealing with and supporting controls on industrial machinery over the phone and in the field, I was hardly a novice in the support. About six months after I started using Linux full time I felt I knew enough to help some of the new folks trying to transition into Linux.

At first I applied that in the forums of the Distro that I'd started with, and, with manuals and how-tos, which proved to required constant updates to keep them current. I soon I discovered that IRC was a much more immediate, personal, and successful way of interaction. While the constant influx of new users can be challenging, and the worst of them annoying beyond belief, the majority really wanted to make Linux work for them. It's rewarding to be a part of making that happen. I suppose that what I've really found is that I enjoy teaching.

There's been talk about about how support work burns people out, and that certainly can be true. Early on, I found that it was really necessary to pace and limit how you approach support. If you try to do it all yourself, you 'will' burn out. The trick is to promise yourself that if you see yourself caring less, you'll just back off. If a user is too clinging, take a break. While that really isn't really possible in the Corporate world, the great thing about a good IRC channel is that you have others who can and will take up the slack.

Speaking of those other support peers, I've actually made more real friends doing this than in anything else I can remember. I've talked with them for years now and the friendship extends far beyond just Linux support.

Doing Linux support on IRC will also change you in some very positive but unexpected ways. I don't think I realized how much doing Linux support and working with Linux users changes you until I was configuring and explaining email for my Mother. She said to me"Jim, I don't understand how you can be so patient, I would have thrown up my hands long ago.". I was taken totally aback. How cool was that? My Mother is the first one I think of when patience is even mentioned.

Most of my current support is done on the freenode #mepis channel. Strange, since I really have reservations about how that Distribution is handled... So why? Well, all of the guys and gals I started with have returned there to do support and keep in touch. Most of them have actually moved on to Debian, or Arch or whatever. Truth is that people have been known to send new users from other Distros to us cause they know we'll treat them well. I think only one or two support people actually still run Mepis, but, we all know it's still a good pathway to something better, and, want to help others to get there. For people who want to give back to the Linux community, It may not be for everyone, but, IRC support is a good way to contribute. Challenging and even annoying at times, it can still be ultimately fun and 'very' rewarding.

For new users needing support, a couple of tips though:

Don't come into a support channel with 'I have a (quick) question' or 'can I ask a question'. Better to just say 'Hi guys :)', and then ask the question. We know why you're there... The second is, don't name yourself 'im_a_newuser' and expect a hot reception. That get's really old. And finally, don't 'demand'. Remember, all of this support is volunteer, we ain't getting paid to do it, so, let's be courteous.

Otherwise, just be ready and willing to listen and learn. We'll get along fine.

Nick: R0nin
Server: irc.oftc.net
Channel: #debcentral

Nick: R0nin
Server: irc.freenode.net
Channel: #mepis

Root Rot at Mepis

I started out with Mepis, and in the beginning it really did offer a great KDE desktop and the best way to learn something pretty close to Debian. Since then, I've moved to straight Debian, and never looked back, but, until Mepis switched to a Ubuntu base, I never had a problem recommending it to new users.

In the beginning I remember that Mark Shuttlesworth promised that, above all, Ubuntu would not fork from Debian. In the past month I've been doing work with new Mepis and Ubuntu. Let me inform you that Mark pretty much lied. An awful lot of apps won't work in Debian, and, vise versa. 'Never' tell a new user to try to use a Debian package in their build... If Ubuntu/Kbuntu hasn't forked, it's awful close to the line.

Having switched to a Kbuntu base, the new Mepis 6 inherits the same problems, and presents some interesting support problems of it's own. The Mepis utilities have all gotten rather long in the tooth, and with the improvements in Kbuntu, Debian and KDE utilities have actually become almost entirely repetitive. As an example, the last Debian install I did got my 1600x1200 screen correctly. 24 bit and all. Neither Kbuntu or Mepis would do that. The KDE control center now handles all the network, screen and other 'utilities' that were once unique to Mepis, and udev now handle the items that once required meauto. Mepis utilities are now pretty much redundant.

The end result of this is that, while the install is 'relatively' good and competitive, the other utilities are more difficult to teach, and, actually confusing to new users, especially as they become more knowledgeable about Debian system and structure.

Additionally, when I tried to explain this to mepisites, their response is not to look to integrate and improve the Distro, but, just plain hostility and rejection. From that point on I found that the old Mepis 'attitude' is alive and as virulent as ever, and, the same crowd seems to be pushing it. I was basically told to 'get lost'...

I also asked about the release of GPL'd source code for the Mepis utilities and installer which has been promised for some time. I was told that they are currently not on the 2 volume CD source disks. I was also informed that Mepis is now pondering what license to use for release, or whether to release these at all. Warren's wassailing, and game playing? Well, that's nothing new. Sad that a Distro which once had such promise should again prove to be so divisive.

In past, we've all said that whatever else, Mepis was still a good Distro for new users to learn on. I no longer think that's true. What we're ending up with is yet another Kbuntu clone, and one with dubious 'enhancements'. I'd recommend Kanotix now long before Mepis. If nothing else, Kanotix handles wireless far better than Mepis, and, is entirely compatible with the Debian repos.

Why Debian?

For me the choice of a Linux Distro is first and foremost about the packaging method. The idea of compiling everything is totally unpalatable to me... just too much wasted time at full CPU usage. After using a variety of RPM based Distros and ending up in various forms of rpm hell, I finally discovered an up and coming Distro called Mepis and realized that the Deb packing made running Linux as my main OS a real possibility.

I've been involved with and understood operating systems from Dos through OS/2 to XP, but, I never really 'got' the workings of Linux. Mepis allowed me to learn more about Linux in a year than I had learned in the previous 5 years. From that point I've progressed to Debian Linux which I find suites me to a tee.

I've been asked why I insist on running Debian when others just pop in one of the many Distros that are derived from that Distro. People tell me that "I can just install it and everything works... So why are you taking the time to configure Debian?" While I have little interest in converting users to Debian, that's a fair question. There have been times when I ask myself the same thing.

In part I run Debian because I enjoy learning how the configuration process works, but, many of those processes are, with the latest Debian net-install, already set up. I always get a decent screen, and eth0 is always detected... Apt is always immediately available and I have a huge list of repositories to draw apps from. Although the setup requires a little more knowledge and information at hand, really, the configuration is not all that different, or difficult, or lengthy.

In part, I run Debian because none of the other Distros are set up the way I prefer them to be, either visually or (in some cases) structurally. Could I work on those other Distros? Sure, but why would I want to when I can configure then exactly as I want them.

So I am not saying that Kubuntu, or Ubuntu, or Kanotix, or even Mepis are bad or inferior in an way (well maybe some ways :-)). I am simply saying "why should I have to re-modify something to get it the way I want it?" If you can live with another persons configuration of 'your' system, then by all means, stop reading now.

each Distro has a set of applications that they think a person will want and need to use. These rarely meet my needs. I usually end up adding, deleting, and modding nearly everything. My contention it's that it is impossible to supply what any user wants, unless that person has 'no' experience with Linux.

Every Distro has it's own Theme.. wallpapers, boot screens, login screens, icon sets, cursors.... the list is endless. Being heavily into graphics and visual design, I will inevitably change it all. I've found that this is true for many users, whether they use their own work, or the ready supply of excellent graphics available on the web. Nearly everyone has their personal preference, and, it is rarely what the Distro supplies.

nearly every Distro has it's own 'utilities' to mask one from the real configuration files. while this is sometimes convenient, it often prevents one from learning the real Linux structure. Often it may be a little more difficult to learn the basics, but knowing the basics will save you much time and effort in the long run. Again, Kubuntu gets my vote for going a step further an actually making the KDE control center 'less' user friendly. At least the other guys keep their utilities separate.

Debian is not perfect. Some may find this of no consequence, but, there is a huge difference in how cleanly the configuration files are written in different Distro's. Too many years as an Engineer I guess, but, this bothers me and makes it just that much more difficult to follow what the file is doing. In this the Debian auto-configure only gets so so marks... a little too verbose. I have to give kudos to Mepis and Kanotix on this one. Those guys do know how to write a clean file. Then again,I guess I do now too....

The following Desktop is 'one way' that Debian can be Configured:

I am currently running Debian with a 2.6.13-386 kernel, xorg 6.8.99.900dfsg.1-0pre1, and KDE 4:3.4.2-1


Debian Desktop

Manners

It always amazes me the amount of misplaced passion and anger that people can generate for inanimate objects. From the Furd vs Cheby fans to the Windows vs Linux vs Mac wars.... Sadly, this is not just advocacy, but descends into senseless name calling and personal insults at the drop of a hat. You'd think that people would have better things to do with their lives, but apparently that isn't the case.

I've used a lot of operating systems in my career, and although I have my favorites, ultimately they are all only tools to accomplish given tasks. Some of these tools may work better for an individual or a situation, but, all (more or less) get the job done. In any case an OS is merely that... A tool, nothing more.

Of course everyone has their favorite tool, and, advocacy, for that tool all is well and good, but all to often lately, advocacy quickly lapses into fanaticism, where no criticism or comparisons can be tolerated. Sadly, that also means that nothing positive or constructive will ever happen.

As a mild example, when a Linux advocate tells his Windows contemporary that all Windows users are ignorant or a Windows advocate tells the Linux user that Linux is only for geeks, neither is ever likely to listen to the other side ever again. And, Bad enough that people fight over which OS is the best, but when the row continues over which Linux Distro is the holey grail??? Come on guys, Linux is Linux.

The odd thing is that the most rabid of the people ranting 'claim to be' knowledgeable and competent. But, how anyone can expect that rudeness and disrespect for a person will bring him over to your point of view boggles the mind. Disrespect of the other person, in fact, only brings into question any claim of ones own expertise no matter what else is said. At very least, this shows a misunderstanding of how people relate to each other, total disregard for people in general, and an inability to rationally support and defend one's own ideas and position.

I'm not sure what to make of the people who are into this kind of dysfunctional behavior... is it their rampant ego, just human nature, or, poor toilet training??? Durned if I know, but, responding in any sane way to their insanity just eggs them on. So, I try to ignore or avoid the garbage that is going on. And, hope that most of us will try to do the same.

Ladislav Bodnar

If you were to ask me who was the most important individual in promoting and popularizing Desktop Linux, Ladislav Bodnar, the founder of DistroWatch.com would be at the top of my list. Virtually everyone involved in Linux visits this treasure trove of information for the latest Distro releases and Distro info. linuxsoft.cz has done an interview with this very interesting man,

Link

Everyone Needs a Blog?

Well, everyone has one of these... kind of like certain body parts. So I guess I need one too.