NOSI/NTEN Webinar

1. The Key Is the Community: How to Get Support for Open Source Software Michelle Murrain, Coordinator Nonprofit Open Source Initiative NOSI/NTEN Webinar

2. What we'll cover • Models of support for software • Models in FOSS vs. Proprietary • Paid support for FOSS • The Key is Community • Types of community support • Strengths and weaknesses of community support • Examples of FOSS community support • How to find community support • What you need to know now

3. Software support models • If you look at every type of software or online service, there are varied types of support, although not all are available for all software. • This can depend on the type of software, the cost of the software, and the company or developers • It is almost always possible to find some support for software – but the timeliness and appropriateness of that support may differ

4. In-person support • This type of support is most common when an organization contracts with a hardware/network support consultant or company, for support of their servers and desktops. It generally includes both hardware and software support. Some large-scale software installations also offer in-person support. This is the most expensive kind of support available.

5. Phone support • This is being able to call someone on the phone, speak to an actual human being, and get help for whatever the problem might be. • This might be support directly from a software vendor, or it might be support from a consultant or company

6. Live Chat support • This can be an individual chat with a support person via a website or instant messenger

7. Email or ticket system • Many companies, developers and consutants have ticket systems. An email to them, or a form on a website, will enter a ”ticket” system, which tracks support requests • Some work just by email, without a ticket system

8. IRC • IRC = Internet Relay Chat • IRC is community chat – many people are in a channel, and can provide answers to questions • This can be run by developers/companies, or independent

9. Email list • This can be official, or unofficial. It can be just a community of users, or it can include support from the developers/company

10. Web Forum • This can also be official, or unofficial.

11. FOSS vs. Proprietary • At this time, all of these methods of support are available for both types of software. • Historically, support for FOSS was based in the community of users and developers of FOSS projects. • Because of this, it is often easiest and most direct to get support from the community for FOSS • However, it is possible to pay for support for FOSS

12. Paying for FOSS support • Linux vendors, such as RedHat, Novell (SUSE) and Canonical (Ubuntu) have plans where you can get phone support. • IBM, Sun and others provide paid support for their FOSS products • More and more companies are getting into the business of providing support for FOSS in the private sector • Increasing avenues for support in the nonprofit sector, including NTAPs

13. How to find paid support • Buy a version of Linux from a commercial vendor which comes with support • Buy a version of a FOSS application (database, CMS, CRM, etc.) from a commercial vendor that comes with support • Find a vendor that supports FOSS (see http://snurl.com/1y3h6)‏

14. Although it is possible to pay for support for FOSS, getting support from the community is not only a viable, cost-effective source of support, but it has other positive side-effects However ...

15. The Key is Community • History • Types of community support • Strengths of community support • Weaknesses of community support • Becoming a part of a community

16. History • circa 1995: Just about all open source software was used by enthusiasts and academics. If you needed help, you had to find others that had used the software – support communities were born. • circa 2000: Use of FOSS broadens beyond enthusiasts and academe. A few companies were beginning to offer support – like RedHat for Linux, MySQL AB for MySQL, and others. Community support matures. • circa 2008: Hundreds of companies provide support for FOSS. FOSS is used by large and small companies and organizations. Communities of support thrive.

17. Types of community support • Support by application or Linux distribution • User groups (in person)‏ • Email lists • Web forums • IRC channels • Developers/company staff are often present

18. Types of community support • By interest area or other • Educational users • Nonprofit users (like NTEN-Discuss, NOSI-Discussion)‏ • Other groups • Linux User Groups (LUGS)‏ • These cut across different software applications. More applied to a particular kind of use, but less specific.

19. Strengths of Community Support • Can get answers almost immediately • As you get to know a community, you get to know individuals who can help in particular situations • Communities of popular applications are large, and have users with a wide variety of technical savvy. • There are usually multiple avenues of support (IRC/Email lists/Web forums)‏ • It is almost always possible to contact a developer • Support by issue area can be very friendly and useful

20. Weaknesses of Community Support • Unpredictable whether or not your problem can be solved • Unpredictable how long it will take • A very few communities are unfriendly to ”newbies”, or reply to questions with ”RTFM” (Read the ****ing Manual)‏

21. And remember ... • When you do a Google search on a problem you are having with FOSS software, most of the time what you get is a result of someone else using community support

24. How to find community support • Use communities you are already in

25. How to find community support • Go to the website of the application you are using

26. Examples of community support • OpenOffice.org forums • ProjectPier forums • Ubuntu IRC • Joomla Forums • Mailman mailing lists • Linuxchix.org • Mailing lists • IRC

27. Becoming Part of a Community • The key to community is contribution and collaboration – a good general rule is the more you give to a community, the more you will recieve. • User communities really need contributions by members of all levels – this provides support for the widest range of users. • You can influnce the direction of the software

28. NPTECH examples • NTAPs and Consulting firms getting involved in FOSS communities (Drupal, Plone, OpenACS, Joomla)‏ • Provide organizational support for the community • give back code and resources • get back support that helps clients • FOSS communities benefit • providers benefit • ulimately, clients benefit

29. Rules to make it all work • These are people who are, generally, doing this out of generosity and their own interest. Don’t treat them like you are paying them. • For IRC, don’t ask to ask your question – just ask it. • When answering others questions, a great rule is: ”be polite, be helpful.” • Give back as much as you can.

30. So what you need to know now... • You can find helpful support for most FOSS applications • paid support is becoming quite common • community support is very rich • Check out the support during your evaluation process • Read mailing list archives • lurk in IRC channels • Read forums • Join a list/forum immediately – it’s amazing how much you can learn by osmosis, even before you have a problem