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Feature #11515

Explain better how to reach our XMPP channels (support and dev)

Added by anonym over 3 years ago. Updated 7 months ago.

Status:
Confirmed
Priority:
Normal
Assignee:
Category:
-
Target version:
-
Start date:
06/07/2016
Due date:
% Done:

0%

Feature Branch:
Type of work:
End-user documentation
Blueprint:
Starter:
Affected tool:

Description

After moving our support channel to XMPP (#11306) without solving #11307 completely, users not familiar with XMPP probably feel quite lost by our very brief instructions on our support page (under "Chat"). We don't even link to: https://tails.boum.org/support/chat/ (oversight?)

Even so, that page could probably be improved in the short-term:
  • Link to some providers with open registration (if any are left...)
  • Link to some general instructions for XMPP in Pidgin? Perhaps we have to write our own in the Pidgin docs (sounds like quite some work, though)?

Related issues

Related to Tails - Bug #11423: Merge /support/chat and /contribute/chat into /about/contact Confirmed 05/16/2016
Related to Tails - Feature #12020: Need explanation and links for basic getting started. Rejected 12/06/2016
Related to Tails - Bug #14516: Lower technical requirements for new contributors Confirmed 08/30/2017
Related to Tails - Feature #15130: Restructure our support page and content Confirmed 09/28/2013
Related to Tails - Bug #15753: It's too hard to contact us when looking at our support page Duplicate 07/29/2018

History

#1 Updated by anonym over 3 years ago

  • Assignee set to sajolida

What do you think?

#2 Updated by sajolida over 3 years ago

  • Related to Bug #11423: Merge /support/chat and /contribute/chat into /about/contact added

#3 Updated by sajolida over 3 years ago

Assignee:
Target version:

While working on #11306, intrigeri did something quite minimal and I
followed him. I also spotted some possible structural improvements in
#11423 related to things that you are pointing out here (merging
/support/talk and /support/chat).

  • Link to some providers with open registration (if any are left...)

I don't think that Tails should be the one to maintain such a list. But,
yes, it would be good to have external links for that.

  • Link to some general instructions for XMPP in Pidgin? Perhaps we
    have to write our own in the Pidgin docs (sounds like quite some
    work, though)?

Right, we should point to /doc/anonymous_internet/pidgin from
/support/chat. Then Pidgin's upstream doc is linked from
/doc/anonymous_internet/pidgin but yes, we should check how good it is.

Any volunteer?

#4 Updated by sajolida over 3 years ago

  • Subject changed from Improve UX to reach the XMPP support channel to Explain better how to reach the XMPP support channel
  • Assignee deleted (sajolida)
  • Target version deleted (Tails_2.5)

#5 Updated by spriver about 3 years ago

  • Assignee set to spriver

#6 Updated by sajolida almost 3 years ago

  • Related to Feature #12020: Need explanation and links for basic getting started. added

#7 Updated by anonym about 2 years ago

These were the concepts necessary to join our chat room that jaster didn't know, or that was unclear in some way:

  • Register for an account on any XMPP server
  • Find and install an XMPP client (which wasn't so easy on MacOS). In the end we settled for Tor Messenger, which actually is supported on Mac + Win + Linux so it could be reasonable choice to recommend, perhaps even instead of Pidgin since it means they'll connect through Tor.
  • XMPP addresses looks like email addresses but XMPP concepts are fairly different in practice
  • No password for the tails-dev chat was surprising
  • Lots of inconsistencies between clients. Prime example: chat room addresses, like ; in some XMPP clients there's a single field (expecting -notation), in some two (room and server are split). Since we currently present it as room + server, users of clients that use the one field version will know that a "" has to be added.
  • jaster also imagine that the room + conference server info we provide would work like in IRC, i.e. you connect to the conference server and then you can join channels there, like ours.

When trying to get an account we also found this list of public servers that (supposedly) are open for registration :

#8 Updated by sajolida about 2 years ago

  • Related to Bug #14516: Lower technical requirements for new contributors added

#9 Updated by sajolida about 2 years ago

  • Subject changed from Explain better how to reach the XMPP support channel to Explain better how to reach our XMPP channels (support and dev)

#10 Updated by sajolida about 2 years ago

I was approached by another contributor who couldn't figure out how to connect there to attend our monthly meetings.

I find it quite revealing to learn that two people who have both been contributing to Tails for more than a year (namely jaster and pablonatalino) were prevented to attended our meetings because of a technical barrier (I don't know if they've been holding this in secret until now of if they got interested in our meetings just now). I bet these two people are way more technical than, for example, what we could expect from Tails users who might need to join us on our support channel.

In other words, for me it confirmes something I have been thinking for a while without daring saying it out loud: XMPP is for the geek elite and we should definitely work on this as part of #14516.

#11 Updated by sajolida over 1 year ago

  • Related to Feature #15130: Restructure our support page and content added

#12 Updated by u over 1 year ago

We could link to this very echaustive list of Jabber services: https://list.jabber.at/ (I arrived there from xmpp.org).

#13 Updated by u about 1 year ago

  • Related to Bug #15753: It's too hard to contact us when looking at our support page added

#14 Updated by emmapeel 7 months ago

Users mail to frontdesk also because they need information about how to join our XMPP support channel.

(I thought we changed to XMPP to have an easy way of having an account for users setup in Pidgin by default, with the tails channel also....)

There is no information about usage of Pidgin on our docs, and no mention of our support channel there. Maybe we could add a link to https://riseup.net/en/chat ?

The piding section on XMPP is rather empty: https://developer.pidgin.im/wiki/Using%20Pidgin#HowdoIuseAIMMSNYahooGoogleTalkJabberXMPPICQoranyotherprotocol

#15 Updated by intrigeri 7 months ago

There is […] no mention of our support channel there.

FTR https://tails.boum.org/support/ does mention the support chat room.

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