Labdoo Global Support (LGS) Program

Tags: 
lgs

When a dootronic is deployed at a school and a mini-mission is accomplished, is the Labdoo effort completed? as you probably guess, the answer is no. Labdoo's goal is to deliver laptops loaded with education to schools but also to ensure that all laptops, once they no longer work, are properly recycled to make a more a sustainable world, and many things can happen between the deployment and recycling time that could still require Labdoo's aid.

One of the big things we try to accomplish after a dootronic is deployed at a school is to ensure that it continues to run as healthy as possible to maximize its lifespan until it is time to recycle it. This effort is made possible thanks to the Labdoo Global Support (LGS) Team, a program run by Labdoo volunteers from around the world who provide online help to students, teachers and staff members of edoovillages in resolving their dootronic (laptops, tablets, ebooks, etc.) related technical questions.

If we were a company selling laptops, the Labdoo Global Support Program would be what people in the business world commonly refer as "After-Sales Support". Labdoo is however not a company, but a humanitarian social project. Not only that, as you know, Labdoo does not accept monetary donations and does not use money to run its logistical system, so we can't rely on the traditional business approach to support laptops deployed in the field. Instead, we apply once again the same strategy we use to solve every challenge we encounter along our way: global collaboration and distributed technology. Labdoo's Global Support Program works by collecting drops of goodwill from everywhere in the planet united to help resolve technical questions that may arise to users located in the most disadvantaged areas of the world. In a nutshell, LGS provides a wall-like interface that allows students, teachers and staff members of the schools that receive laptops to write their technical questions. On that wall, Labdooers distributed across the planet help resolve the posted questions. Since Labdoo has physical presence in the five continents, the end result is a 24/7/365 (all days of the year) interactive online system that provides both technical support to people from the schools while at the same time it helps to continue to grow the global pool of knowledge (knowledgebase).

This wiki describes how the LGS Program works.

The LGS Workflow

Here is how the LGS workflow works:

  1. When a laptop is sanitized and packaged, print and attach the Labdoo Global Support Sheet as part of the shipment.
  2. Upon receiving a dootronic, users will see the LGS sheet and learn from it how to post their questions via the LGS system. This step is also described under the What if I want to Receive Aid from the LGS Support Team section.
  3. When a dootronic user posts a question via the LGS system, members of the LGS team receive a notification email and are able to provide answers to the questions also via the LGS system. This step is also described in detail under the What if I Want to be Part of the LGS Team section.

This process ensures both (1) that dootronic users' technical questions are efficiently answered and (2) that we continue to build an online global knowledgebase of questions and answers that other users can benefit from.

Please notice the following when using the LGS support team:

  • While we will do an effort in replying to all possible languages, the world has more than 6000 languages and so we can't presume we can understand all of them. The recommended language to make questions is English because, although we also have Labdooers who are proficient in other languages such as German, Chinese, Spanish, Italian, French, and Catalan. Please try to use any of these languages unless there is no other way around for you.
  • Labdoo has a pretty good team of volunteers throughout the world who are familiar with the technical aspects of a laptop and computers in general, but we can't promise that we know all the answers. We will do our best though. Please notice that all answers are provided 'as is' and according to the Labdoo Terms and Conditions that you will find in your account (https://www.labdoo.org/user) under the 'Edit account' tab.
  • There are also many good knowledge bases and blogs in the Internet where you may find answers to your questions. Feel free to look for them as well using your favorite web search engine, you will find them very useful too. For instance, you can check sites such as askubuntu.com.
Figure. The LGS Workfow.
[Download and share pdf | png]

Labdoo Global Support Sheet

Tags: 
lgs


[Please print and attach this sheet to your dootronic shipment to ensure that the recipient knows how to use the LGS Support system. To print this sheet, click on 'Printer-friendly version' at the bottom of this page. Make sure to print it using the double page option in your printer settings to minimize the amount of paper used. Also, please print only one copy of this document for each group of laptops shipped together.]

English

Dear recipient,

We hope you enjoy this dootronic and with it, we hope that you and many others can gain access to rich education content and applications. By delivering this computer device to you, Labdoo has accomplished a great milestone. Many people have worked behind the scenes to deliver this dootronic to you, starting from the person who volunteered to donate it, the person who sanitized it or the person who carried it to you. But the work is still unfinished. At Labdoo, we also hope that you can effectively use this device to boost your education career and we understand that along the way you may have technical questions on how to use it or how to resolve certain issues. Because of this, we have a program to support any of your technical questions via the Labdoo Global Support (LGS) Team. So from here on, as you use this dootronic, if you have any technical questions, please do not hesitate to ask them to the LGS Team. The next steps will explain you how you can do it.

Enjoy your dootronic and happy learning time to you.

The Labdoo Team

To resolve any of your technical questions, please follow the next steps:

  1. If you haven't done so, create a Labdoo account by going to https://platform.labdoo.org/user/register
  2. Log in to your Labdoo account and go to https://platform.labdoo.org/content/labdoo-global-support-lgs/activities
  3. If you haven't done so, click on 'Subscribe to this team' to register to this team.
  4. Click on 'Start conversation'. In that form, put a title to your question and write your question in the 'Conversation' field. If you are a student, teacher or a staff member from an edoovillage, select the checkbox for this option and then under 'My edoovillage' write the name of your country and select your edoovillage project. Finally, make sure the option 'Send to all members of this team' is selected.
  5. Click on 'Save'. Your question is now submitted!

Once you complete the above steps, your question is submitted to the LGS team and in short you will receive a reply.

Spanish

Estimado/a destinatario/a,

Esperamos que disfrutes de este dootronic y, con él, esperamos que tu y muchos otros podáis disfrutar de acceso a ricos contenidos educativos. Mediante la entrega de este dispositivo, Labdoo ha logrado uno de sus objetivos más importantes. Muchas personas han trabajado entre bastidores para entregarte este dootronic, incluyendo la persona que se ofreció a donarlo, la persona que lo saneo, o la persona que te lo ha traído. Pero el trabajo aún no ha concluido. En Labdoo, también esperamos que puedas utilizar este dootronic con eficacia para impulsar tu educación y entendemos que a lo largo de su uso puedas tener preguntas técnicas sobre cómo usarlo o cómo resolver ciertos problemas. Para ello, tenemos un programa de apoyo a cualquiera de tus preguntas técnicas a través del Equipo de Soporte Global Labdoo (LGS). Así que de ahora en adelante, cuando utilices este dootronic, si tienes preguntas técnicas, no dudes en enviarlas al equipo de LGS para obtener respuestas. Los siguientes pasos te explican cómo hacerlo.

Disfruta de tu dootronic y feliz aprendizaje!

El equipo Labdoo

Para resolver cualquiera de tus preguntas técnicas, por favor, sigue los siguientes pasos:

  1. Si no lo has hecho, create una cuenta Labdoo yendo a https://platform.labdoo.org/es/user/register
  2. Entra dentro de tu cuenta y ves a Labdoo https://platform.labdoo.org/es/content/labdoo-global-support-lgs
  3. Si no lo has hecho, haz clic en "'Subscribe to this team' para registrarte a este equipo.
  4. Haz clic en "Start conversation". En este formulario, pon un título a tu pregunta y escribe tu pregunta en el campo de "conversation". Si eres un estudiante, maestro o un miembro del personal de una edoovillage, selecciona la casilla "I am a student, a teacher or a staff member from an edoovillage" y luego en "My edoovillage" escribe el nombre de tu país y selecciona tu edoovillage. Por último, asegúrate de que la opción "Send to all members of this team" esté selecciona.
  5. Haz clic a 'Save'. Tu pregunta se acaba de enviar!

Una vez completados los pasos anteriores, tu pregunta es enviada al equipo de LGS y en un breve plazo recibirás una respuesta.

German

Lieber IT-Spenden-Empfänger,

Wir hoffen, dass ihr mit dieser IT-Spende (dootronic) viel Spass habt und dass dadurch viele Zugang zu Lerninhalten und -programmen bekommen. Mit der Bereitstellung dieses Computers hat Labdoo einen weiteren Meilenstein erreicht. Viele Menschen haben hinter den Kulissen gearbeitet, um diese IT-Spende an Sie zu liefern, von dem IT-Spender, der es freiwillig spendete, den Helfern, die sie ehrenamtlich aufgearbeitet haben bis hin zum Flug-/Transportpaten, die sie transportiert hat.

Auf den Computern findet ihr Videotutorials und Manuals, um die Einarbeitung zu erleichtern. Bei weiteren, technischen Fragen zumComputer könnt ihr euch an das Labdoo Global Support (LGS) Team wenden. Die nächsten Schritte werden euch erklären, wie es abläuft.
Wir wünschen viel Spass und einen guten Lernerfolg mit dem Computer.

Das Labdoo-Team

Um eure technischen Fragen zu lösen folgt bitte diesen Schritten:

  1. Wenn ihr noch kein Labdoo-Konto habt, legt euch eins auf unter https://platform.labdoo.org/de/user/register
  2. Meldet euch mit eurem Labdoo-Konto an und gehe auf https://platform.labdoo.org/de/content/labdoo-global-support-lgs
  3. Meldet euch in dieser Gruppe an, wenn noch nicht geschehen. Klicke dazu auf 'Subscribe to this team'.
  4. Klickt auf 'Start conversation'. Gebt einen Titel, i.d.R. euer Problem als Frage bzw. in Stichworten und und im Feld 'Conversation' eine Beschreibung eurer Frage / Problems ein. Als Lehrer, Schüler oder MitarbeiterIn eines Projektes ("Edoovillage") klickt die Checkbox für diese Option an und dann unter 'My edoovillage' schreibt den Namen deines Landes und deines Projekts. Stellt sicher, dass die Option 'Send to all members of this team' ausgewählt wurde.
  5. Klickt auf 'Save'. Eure Frage wird dann übermittelt!

Nach den o.a. Schritten wird deine Frage an das LGS Team übermittelt und beantwortet. Bitte habt etwas Geduld, da dies in unserer Freizeit geschieht.

Chinese

親愛的筆電收件者，

我們希望你喜歡這個筆電。希望你和許多人可以借由它獲得豐富學習內容和應用軟件。通過此電腦設備，Labdoo 完成了一個偉大的里程碑。。這 個dootronic 從捐贈、測試、到把它交到你手上， 很多志工在的幕後，提供了各樣的服務，但工作仍未完成。在 Labdoo，我們也希望您可以有效地使用此設備來提高你的教育事業。我們知道你很可能會在如何使用它以及如何去解決某些技術問題發生困擾。因此，我們設計了一個程式希望能通過 Labdoo 全球支援 (LGS) 團隊來解決您筆電上發生的技術問題。當您使用此 dootronic，如果有任何技術問題，請不要猶豫，問 LGS 團隊。接下來的步驟解釋你如何向LGS 團隊發問。

預祝dootronic 能帶給你快樂的學習時間,

Labdoo 團隊 敬上

按照下列步驟，您將可以聯係LGS團隊，幫忙一起解決您的筆電上的技術問題：
  1. 如果你還沒有Labdoo賬戶 ，請前往 https://platform.labdoo.org/user/register 建立一個新的賬號
  2. -登入您的Labdoo帳戶，並前往下列網頁 https://platform.labdoo.org/content/labdoo-global-support-lgs/activities
  3. 如果你還沒有訂閱 Team Labdoo Global Support (LGS) 點擊 https://platform.labdoo.org/zh-hant/content/labdoo-global-support-lgs 並訂閱這個團隊。
  4. 點選 “ Start conversation” 。填入標題，以及 在“Conversation" 欄位中填入你的問題。。最後，確定'Send to all members of this team' 的方塊有被圈選。
  5. 點擊“Save ” 。你的問題現在已經提交！

一旦你完成提交 ， 你將會在短時間内收到LGS團隊的回复。

Figure. Submit your questions by clicking on 'Start conversation' and filling in these fields.
Français

Cher/Chère destinataire,

On espère que vous profitiez de ce dootronic et on espère aussi que, grâce à lui, vous et beaucoup plus de personnes puissiez accéder à des contenus et à des applications pédagogiques riches. À travers la livraison de ce dispositif, Labdoo a rejoint un de ses objectifs plus importants. Tellement de gens ont travaillé derrière les coulisses pour vous livrer ce dootronic, parmi lesquelles : la personne qui s’est offert à le donner, la personne qui l’a assaini ou la personne qui vous l’a apporté. Mais le travail n’est pas encore fini. L’équipe de Labdoo espère que vous puissiez utiliser ce dootronic avec de l’efficacité pour promouvoir votre éducation et on comprend que peut-être, au cours de son usage, vous aurez des questions techniques sur comment l’utiliser ou comment résoudre quelques problèmes. C’est pour ça qu’on a un programme de soutien : l’Équipe de Soutien Global (LGS, selon son sigle anglais) vous aidera avec vos doutes. Donc, désormais, quand vous utilisez ce dootronic, si vous avez des questions techniques, n’hésitez pas à les soumettre à l’équipe de LGS. Les instructions suivantes vous montreront comment le faire.

Jouissez votre dootronic et bon apprentissage !

L’équipe de Labdoo

Pour résoudre quelconque question technique, suivez ces instructions, s’il vous plaît :

  1. Si vous ne l’avez pas encore fait, créez un compte Labdoo sur : https://platform.labdoo.org/es/user/register
  2. Rentrez dans votre compte et allez sur : https://platform.labdoo.org/es/content/labdoo-global-support-lgs
  3. Si vous ne l’avez pas déjà fait, cliquez sur « Subscribe to this team » pour vous abonner à cette équipe.
  4. Cliquez sur « Start conversation ». Vous verrez un formulaire : choisissez un titre pour votre question et écrivez la question dans le domaine « conversation ». Si vous êtes un étudiant, un professeur ou un membre de l’équipe d’une edoovillage, cliquez sur la casse « I am a student, a teacher or a staff member from an edoovillage », puis écrivez votre pays dans le champ « My edoovillage » et choisissez votre edoovillage. Finalement, vérifiez que vous ayez marqué l’option « Send to all members of this team ».
  5. Cliquez sur « Save ». Votre question vient d’être envié !

Une fois que vous ayez complété ce processus, votre question sera envoyée à l’équipe de LGS et vous recevrez une réponse à bref délai.

What if I Want to be Part of the LGS Team

If you want to be part of the global pool of helpers in the LGS Team, please do as follows:

  1. If you haven't done so, create a Labdoo account by going to https://www.labdoo.org/user/register
  2. Log in to your Labdoo account and go to the Labdoo QA team page
  3. Click on 'Subscribe to this team' to register to this team.

That's it, you are now part of the LGS Team. By registering to this team, any questions posted into its wall will be send to you in the form of an email, and if you know the answer to that question, you are most welcome to reply directly on the wall to help resolve it.

What if I want to Receive Aid from the LGS Support Team

If you have a technical question, you can ask it to the LGS Team by following the next steps:

  1. If you haven't done so, create a Labdoo account by going to https://www.labdoo.org/user/register
  2. Log in to your Labdoo account and go to the Labdoo Global Support Team page.
  3. If you haven't done so, click on 'Subscribe to this team' to register to this team.
  4. Check first that your question has not been answered before. To do so, please go to the search dashboard inside the LGS Team and put keywords related to your question in the field 'Search terms' and click on 'Apply'. A list of previous conversations related to your keywords will show up that could provide the answer to your questions. If you don't find the answer, proceed to the next point.
  5. Click on 'Start conversation'. In that form, put a title to your question and write your question in the 'Conversation' field. If you are a student, teacher or a staff member from an edoovillage, select the checkbox for this option and then under 'My edoovillage' write the name of your country and select your edoovillage project. Finally, make sure the option 'Send to all members of this team' is selected.
  6. Click on 'Save'. Your question is now submitted!

Anyone with a technical question is allowed to submit it via the steps described above, whether you are from an edoovillage or not. If you are from an edoovillage, do make sure you select the option "I am a student, a teacher or a staff member from an edoovillage" and fill in the name of your edoovillage so that the LGS team knows from which school you are messaging us. You can submit as many technical questions as you want.

Once you complete the above steps, your question is submitted to the LGS team and in short you will receive a reply.

Figure. Submit your questions by clicking on 'Start conversation' and filling in these fields.