Deployment Guide/Support

9. Support

OLPC, the community, and the in-country deployment teams have been developing a number of support materials in the form of manuals, guides, etc. that can be readily shared and modified. We also have very active electronic forums: wikis, chat rooms, email lists, even call centers. Establishing redundant channels of communication is critical to closing the loop on feedback and establishing a sense of community for the teachers who are “on the front lines.” Wherever possible, be public about what you learn so that the knowledge spread and you get feedback.

Support resources should include:

(a) Those who go through formal training (regional support);

(b) Your in-country team (national support);

(c) OLPC support community (international support);

(d) Local university (and/or secondary school) students;

(e) Grassroots organizations—there is tremendous interest and good will (take advantage of it, but don't try to control it);

(f) Peer-to-peer support (local support: teachers helping teachers, children helping children, children helping teachers, etc.);

(g) Other—including the diaspora community, the global Free and Open Source community, etc.

See Nepal:_Support_Training for an example training program for support technicians