November 10th, 2009
I’ve been helping with online tech support for Ubuntu for over four years now, and every now and then the discussion comes up about whether it’s “better” to use terminal command instructions or to use point-and-click instructions when offering help.
Inevitably, some die-hard CLI (command-line interface) fans come out and say that the terminal is “more powerful” and that every Linux user should learn to use the terminal, and then some die-hard GUI (graphical user interface) fans come out and say that the terminal is intimidating and that if Linux wants more users, it has to develop more graphical interfaces for things; and then you get the hardcore Linux users who claim they don’t care if Linux gets more users or not, etc., etc., ad nauseam.
The truth is that neither CLI nor GUI is always “better” than the other. There are appropriate situations for both CLI and GUI on a support forum. I hope everyone can agree that all common tasks should be able to be done in the CLI and through the GUI. Choice is ultimately what’s most important, so that those who prefer the CLI can use the CLI, and those who prefer the GUI can use the GUI.
But if I am offering help to new users, do I give GUI instructions or CLI instructions? It depends on what kind of support I’m giving.
When is GUI support appropriate?
If a new user wants to know how to do a basic task that she will probably repeat (or, if not the exact task, then at least something similar) in the future, then I will usually give point-and-click instructions to encourage that user to explore the GUI for that kind of task. For example, if a new user asks “How do I install Audacity?” then I am not going to say “Just use sudo apt-get install audacity.” Instead, I’ll tell her to use Applications > Ubuntu Software Center or Applications > Add/Remove, or just link her to this tutorial on how to install software. There are several reasons I do this:
- Even though the apt-get command makes perfect sense to me, it is just cryptic gobbledygook to a new user, and it will not help her to install other software in the future unless I bother to explain how the command works; and, more importantly, even if she understands how apt-get works, she’ll still need to know the name of the package she wants to install in order to use the command most efficiently.
- A lot of new Linux users (myself included, when I first started) have an irrational fear of the terminal, even if you tell them to copy and paste the command with a mouse (no typing necessary). Eventually, as they become more comfortable with the new environment that Gnome or KDE (or Xfce or whatever other user interface they’re exploring) has to offer, they are more likely to be amenable to learning terminal commands and even liking them.
- Among Windows power users (the most likely group to migrate to an almost-unheard-of operating system that requires download, installation, and configuration from the user and not the OEM), there is already a reputation Linux distros have of being too terminal-dependent. It’s great to advertise to new users just how many things can be done by pointing and clicking, and that will make their transition to Linux that much easier.
Ah, some veteran forum members would protest, but what if I don’t want to bother making screenshots or typing out long point-and-click instructions that can be summed up in a single command? To that, I say if you’re too lazy to offer appropriate help, don’t offer help at all. Someone else will help. Or, better yet, find a good screenshot-laden tutorial and link to the tutorial instead (that’s actually how I started up my Psychocats Ubuntu tutorials site—I got tired of constantly retyping the same support posts over and over again, so I just made one place I could keep linking new users to).
I would say something similar to those who use Fluxbox or Enlightenment and want to primarily help those who use Gnome or KDE. If you aren’t familiar with the graphical environment the user you’re trying to help is using, don’t offer help in that instance. Save your help for when the CLI is appropriate.
When is CLI support appropriate?
The GUI may be fine for common tasks (installing software, launching applications, managing files and folders), but what if someone runs into a problem? What if what she’s doing is not a common task but a one-time setup or configuration? There’s no way if a new user says “When I try to launch Firefox, it just disappears” that I’m going to offer a point-and-click solution. Problems are best diagnosed with the CLI, and terminal commands (even for GUI applications) are more likely to yield helpful error messages. Likewise, if her wireless card isn’t recognized properly or fixed by System > Administration > Hardware Drivers, it isn’t a crime to walk her through manually editing configuration files to fix the wireless problem, because once it’s fixed, she should never have to do that again.
If you do offer CLI solutions to problems, though, as much as possible try to explain what these commands mean or do. You don’t have to copy and paste in a whole man page (in fact, that probably won’t be helpful at all—I’ve been using Linux for years and have yet to find a man page I actually understand). Just keep in mind that to many new users, terminal commands are like a foreign language they can’t even say hello or thank you in.
CLI and GUI aren’t going away any time soon. One is a hammer. One is a screwdriver. No one tool will suit everyone best at all times. Use what’s appropriate. Appreciate that what you like or prefer may not be what someone else likes or prefers.