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What Software Should ISPs Distribute and Support?
BroadbandBradley asks: "Many ISPs give their customers a software package to install with their service like a branded browser/email package. Some also include network diagnostics tools, even remote connection VNC packages for technical reps to do remote support. The ISP will then tell customer that they'll only get help if they're using that package. What features are good or bad, and what should or shouldn't be included on the client side? My question to Slashdot readers is, what software and services should ISPs distribute and support?"
No matter what we support, the answer to most calls is still "Reboot, reconnect it should work now". No matter what is installed, 80% of our calls will be OS related problems.
"Science is about ego as much as it is about discovery and truth " - I said it, so sue me.
Don't give them some heavily branded browser that is going to start a lot of junk every time you log in. Simpler is better. Don't install protocols they don't need. When I first got my cable modem, @home tried to install Microsoft Networking, a heavily branded browser and a bunch of other junk. Luckily my computer was still in transit so I just grabbed the modem and the numbers and didn't have to call them back. Why on earth would you want MS networking for a home computer to surf the net?
Do give them a minimal version of os requirement. If you tell them they need to have windows 95, and that you don't support win3.x, then you know they have a telnet client and will support that, for example.
Do require a minimum version of both ie and netscape. And then write your web pages to support both equally. Do provide unbranded versions of those browsers on cd and support the installation.
Do give them a web interface to their e-mail. Support that. And remember the minimal browser recommendation.
Do give them a real pop account so that those people that know what they are doing can set up their preferred e-mail client. Don't support those clients officially. This gives you control over the interface so your help people will always know what the customer is using.
For ftp, just pick a program you like. ws_ftpLE on the windows side and something on the mac.
Now the tough choices, newsgroups and chat. Since the chat clients are going back and forth on interoperability, you'll have to make 2 decisions. You'll have to decide if you are going to support a chat client. I'd personally say no, and here's why. Customers will want to use the client that all of their friends use, so if you tell them you won't support msn chat but will support icq, for example, you could lose customers. The alternative is to support the 3 or 4 major clients, and no more. The problem is that you'll have to keep up with lot's of different version which could be a problem. Of course, I don't do the icq/chat thing so take that with a grain of salt.
Which brings us to newsgroups. You need to decide if you are going to host them at all, just non-binaries or something in the middle. I'd say that the best reader for windows is Agent. So maybe you could get a licensing deal with them and spread the cost around. The alternative, outlook, doesn't enter into the picture because of security problems.
But that's just my thoughts.