I’ve said it before – support channels for free software are often (imo) superior to the commercial support that you might get with vendors. And although those vendors often try to use “modern” techniques, I fail to see why the old, but proven/stable methods would be wrong.
Consider the “Chat with Support” feature that many vendors have on their site. Often, these services use a webbrowser, AJAX-driven method for talking with support engineers. The problem with this that I see is that it is difficult to keep track of the feedback you got over time (unless you manually copy/paste the information), and again that it isn’t public. With free software communities, we still often redirect such “online” support requests to IRC.
Internet Relay Chat has been around for ages (1988 according to wikipedia) and still quite active. Gentoo has all of its support channels on the freenode IRC network: a community-driven, active #gentoo channel with often crosses the 1000 users, a #gentoo-dev development-related channel where many developers communicate, the #gentoo-hardened channel for all questions and support regarding Gentoo Hardened specifics, etc.
Using IRC has many advantages. One is that logs can be kept (either individually or by the project itself) that can be queried later by the people who want to provide support (to see if questions have already been popping up, see what the common questions are for the last few days, etc.) or get support (to see if their question was already answered in the past). Of course, these logs can be made public through web interfaces quite easily. For users, such log functionality is offered through the IRC client. Another very simple, yet interesting feature is highlighting: give the set of terms for which you want to be notified (usually through a highlight and a specific notification in the client), making it easier to be on multiple channels without having to constantly follow-up on all discussions.
Another advantage is that there is such a thing like “bots”. Most Gentoo related channels do not allow active bots on the channels except for the project-approved ones (such as willikens). These bots can provide project-specific help to users and developers alike:
- Give one-line information about bugs reported on bugzilla (id, assignee, status, but also the URL where the user/developer can view the bug etc.)
- Give meta information about a package (maintainer, herd, etc.), herd (members), GLSA details, dependency information, etc.
- Allow users to query if a developer is away or not
- Create notes (messages) for users that are not online yet but for which you know they come online later (and know their nickname or registered username)
- Notify when commits are made, or when tweets are sent that match a particular expression, etc.
Furthermore, the IRC protocol has many features that are very interesting to use in free software communities as well. You can still do private chats (when potentially confidential data is exchanged) for instance, or even exchange files (although that is less common to use in free software communities). There is also still some hierarchy in case of abuse (channel operators can remove users from the chat or even ban them for a while) and one can even quiet a channel when for instance online team meetings are held (although using a different channel for that might be an alternative).
IRC also has the advantage that connecting to the IRC channels has a very low requirement (software-wise): one can use console-only chat clients (in case users cannot get their graphical environment to work – example is irssi) or even webbrowser based ones (if one wants to chat from other systems). Even smartphones have good IRC applications, like AndChat for Android.
IRC is also distributed: an IRC network consists of many interconnected servers who pass on all IRC traffic. If one node goes down, users can access a different node and continue. That makes IRC quite high-available. IRC network operators do need to try and keep the network from splitting (“netsplit”) which occurs when one part of the distributed network gets segregated from the other part and thus two “independent” IRC networks are formed. When that occurs, IRC operators will try to join them back as fast as possible. I’m not going to explain the details on this – it suffices to understand that IRC is a distributed manner and thus often much more available than the “support chat” sites that vendors provide.
So although IRC looks archaic, it is a very good match for support channel requirements.