One approach to the bug tracker problem is to make the bug reporter "responsible" for their bug report - i.e. for looking for other relevant information, including duplicates in the bug tracker, duplicates in other bug trackers, possible workarounds and fixes and people who might know how to help with it. Combined with a policy of automatically closing bugs which are inactive for too long (with the option of the reporter re-opeining them). Granted this will not solve all problems, but it may help a bit. It can also help to give the people who report bugs (especially the non-coding types) the feeling that they are making valuable contributions, which in turn can make them more enthusiastic about the software :)
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