Adam McKenna wrote: ...
OK, so tell me what scenario you prefer. Scenario 1: - User e-mails you about something relating to your official duties.
as far as I can tell (reading the support page) the official support is done via mailing lists and bug tracking system.
The support page also mentions that package maintainers can be reached via <package name>@packages.debian.org, the website doesn't make it clear what users can expect but I assumed that it's not an official support (i.e. you cannot expect a response and you shouldn't do it unless you have a serious reason).
one way or another, the user contacting debian for _free_ support should better be ready to communicate smoothly (i.e. be polite, don't waste developer's time, make it easy to be reached etc.).
so I guess answer to your question about which scenario is preferable, it's either of these (depending of nature of the issue):
- user emails debian-user - debian-devel (only if it's something only a developer can answer) - other relevant debian-* mailing lists - report bug erik