The Dynamic COMPAS support service has changed! It is still free of charge, but it has now taken the form of a collaborative FAQ: http://www.compasqualite.org/support/
What is a FAQ?
A FAQ is a list of the most Frequently Asked Questions by users of a service or a software programme. It allows users to find answers to common problems, without them having to send an email.
In addition, the COMPAS FAQ is dynamic and collaborative. Users can ask new questions, and can even answer or translate them.
How is it ‘collaborative’ and free ?
Certain users have provided answers to their own questions. For example, Laurent Coste of COSI told me that it wasn’t possible to install the Dynamic COMPAS on his PDA using Windows Mobile. In this way, the FAQ is collaborative - anyone can add a question, an answer or a translation…
As a result, the technical support team is made up both of users and designers of the Dynamic COMPAS.
How does it work?
It’s simple. There are two steps to follow:
1. Find out if an answer to your question already exists.
First of all, the answer may be in the ‘Dynamic COMPAS User’s Guide’.
If not, there is a good chance that you will find it in the FAQ: either go through the list of questions or do a search using a key word.
2. If you have not found the answer, use the FAQ to ask a new question and the whole support team will be contacted by email.
You can also propose answers to other users’ questions or translate questions.
Can I still contact you by email?
Yes, but go via the FAQ’s ‘Ask a question’ link, and, if possible, after you have looked to see if an answer to your question already exists.
We will still receive an email from you, but dealing with your question will be easier and quicker if we receive it via this interface.
What language is used?
If you need to ask a new question, if possible this should be written in English. However, if this is too difficult, we are also able to read and respond to questions in French and Spanish. If appropriate, we will then translate your question into English so that it can be read by the greatest number of users.
Finally, if you speak French or Spanish, and you have used a question in English that you understand perfectly, click on the ‘Translate’ link and take 5 minutes to translate it and send it to us – by doing so, you will help others!
Why is the technical support service changing in this way?
Until now, the technical support service consisted of an email address: compasdyn-usersupport [at] urd.org, which functioned as a sort of email forum, with the archives of discussions published automatically on an external site.
As the main person behind this address, the exchanges that took place taught me several things:
Many people do not know about the Dynamic COMPAS User’s Guide ;
Similar questions come up frequently;
Many people do not know that the technical support service is free and that they should not hesitate to contact us!
Those who were very brave went onto the site where the archives from compasdyn-usersupport were stocked and told me how useful these were as they constituted an embryonic form of FAQ. But information was very difficult to find because the interface was so complicated.
All these points made us decide to improve the technical support service and its visibility, and particularly underline that it is free!
I think that covers all the most frequently asked questions about our FAQ… perhaps I will hear from you there soon! http://www.compasqualite.org/support/