+ <title>Setting up Support Infrastructure</title>
+
+ <para>
+ While testing is important, the large part of your interactions
+ and responsibility to your users falls under the category of
+ support. The best way to make sure your users are adequately
+ supported in using your program is to set up a good infrastructure
+ for this purpose so that your developers and users help each other
+ and less of the burden falls on you. This way, people will also
+ get quicker and better responses to their questions. This
+ infrastructure comes in several major forms:
+ </para>
+
+ <sect3>
+ <title>Documentation</title>
+ <para>
+ It should not come as any surprise that the key element to any
+ support infrastructure is good documentation. This topic was
+ large covered in <xref linkend="documentation"> and will not be
+ repeated here.
+ </para>
+ </sect3>
+
+ <sect3>
+ <title>Mailing lists</title>
+ <para>
+ Aside from documentation, effective mailing lists will be your
+ greatest tool in providing user support. Running a mailing list
+ well is more complicated than installing mailing list software
+ onto a machine.
+ </para>
+
+ <sect4>
+ <title>Separate lists</title>
+
+ <para>
+ A good idea is too separate your user and development mailing
+ lists (perhaps into project-user@host and project-devel@host)
+ and enforce the division. If people post a development question
+ onto -user, politely ask them to repost it onto -devel and vise
+ versa. Subscribe yourself to both groups and encourage all
+ primarily developers to do the same.
+ </para>
+
+ <para>
+ This system provides that no one person is stuck doing all of
+ the support work and works so that users learn more about the
+ program, they can help newer users with their questions.
+ </para>
+ </sect4>
+
+ <sect4>
+ <title>Choose mailing list software well</title>
+ <para>
+ Please don't make the selection of mailing list software
+ impulsively. Please consider easy accessibility by users without
+ a lot of technical experience so you want to be as easy as
+ possible. Web accessibility to an archive of the list is also
+ important.
+ </para>
+
+ <para>
+ The two biggest free software mailing list programs are <ulink
+ url="http://www.greatcircle.com/majordomo/">majordomo</ulink>
+ and <ulink url="http://www.list.org/">GNU Mailman</ulink>. A
+ long time advocate of majordomo, I would now recommend any
+ project choose GNU Mailman. It fulfills the criteria listed
+ above and makes it easier to do so. It provides a good mailing
+ list program for a free software project maintainer as opposed
+ to a good mailing list application for a mailing list
+ administrator.
+ </para>
+
+ <para>
+ There are other things you want to take in setting up your
+ list. If it is possible to gate your mailing lists to USENET and
+ provide them in digest form as well as making them accessible on
+ the web, you will please some users and work to make the support
+ infrastructure slightly more accessible.
+ </para>
+ </sect4>
+ </sect3>
+
+ <sect3>
+ <title>Other support ideas</title>
+
+ <para>
+ A mailing list and accessible documentation are far from all you
+ can do to set up good user support infrastructure. Be
+ creative. If you stumble across something works well, email me
+ and I'll include it here in the HOWTO.
+ </para>
+
+ <sect4>
+ <title>Make your self accessible</title>
+ <para>
+ You can not put to few methods to access you. If you hang out in
+ an <acronym>IRC</acronym> channel, don't hesitate to list in
+ your projects documentation. List email and snail mail
+ addresses, or ways to reach you via <acronym>ICQ</acronym>,
+ <acronym>AIM</acronym>, or Jabber.
+ </para>
+ </sect4>
+
+ <sect4>
+ <title>Bug management software</title>
+ <para>
+ For many large software projects, use of bug management software
+ is essential to keep track of which bugs have been fixed, which
+ bugs have not been fixed, and which bugs are being fixed by
+ which people. Debian uses the <ulink
+ url="http://bugs.debian.org">Debian Bug Tracking System</ulink>
+ (<acronym>BTS</acronym>) although it may not be best choice for
+ every project (it seems to currently be buckling under its own
+ weight. As well as a damn good web browser, the mozilla project
+ has spawned a sub-project resulting in a bug tracking system
+ called <ulink
+ url="http://www.mozilla.org/projects/bugzilla/">bugzilla</ulink>
+ which has become extremely possible and which I like quite a
+ bit.
+ </para>
+
+ <para>
+ These systems (and others like them) can be unwieldy so
+ developers should be careful to not spend more time on the bug
+ tracking system than on the bugs or the projects themselves. If
+ a project continues to grow, use of a bug tracking system can
+ provide an easy standard way for users and testers to report
+ bugs and for developers and maintainers to fix them and track
+ them in an orderly fashion.
+ </para>
+ </sect4>
+ </sect3>