support

Marketing Bug: How Do I Contact You?

I don't know how many times I've run into this particular mistake, but free software developers keep making it, so I think it's worth a brief post. Free software is based on contact between users and developers. Without that, it's just not very efficient, and any free software project that breaks that bond is going to flounder for the same reasons that so many proprietary products flounder -- total disconnect with the users.

Supporting your free software? Don't burn out

Not long ago I watched a free software developer totally lose his cool with a user who (admittedly very frustratingly) posted a "bug report" in Spanish on an English-language project that amounted to "it doesn't work". He posted a very sarcastic reply in a couple of random languages (one of them through a machine translator). It was an understandable reaction, and in a way, kind of funny if you could understand all of the languages involved, but it wasn't exactly good public relations. It was a sure sign of burnout. He had forgotten one important point: you are not obligated to help just because you wrote the thing.

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