1 |
On Thu, Mar 02, 2006 at 04:21:25PM +0000, Christel Dahlskjaer wrote: |
2 |
> 1. Bugzilla - Create a Bug Writing How-to to provide users with a |
3 |
> guideline for how to write bug reports, to ease the workload |
4 |
> for the developers and also to ensure that the users include |
5 |
> sufficient information with their bug report. |
6 |
> 2. Bugzilla - Write and make available guidelines for how |
7 |
> to respond to a bug report in a useful manner. Ensure that |
8 |
> developers have the opportunity to look up how "it should be |
9 |
> done" should they feel unsure. |
10 |
|
11 |
I like those two ideas, especially #1. This should also be something |
12 |
that doesn't become too big of an effort (depending how much you |
13 |
intend to write of course). |
14 |
|
15 |
> * Complaints - Review and rewrite the current complaints |
16 |
> procedure to ensure that users will find User Relations |
17 |
> approachable and thus will feel able to file |
18 |
> complaints if necessary. Ensure that a problem is always |
19 |
> looked at from both sides, and if the problem cannot be solved |
20 |
> by User Relations have a procedure in place for escalating to |
21 |
> an ombudsman. |
22 |
|
23 |
We've had complaints from users that were banned from some #gentoo* |
24 |
channel on the forums every now and then. They were usually handled by |
25 |
the developers involved and/or devrel members. Having someone to |
26 |
redirect them to (the forum isn't exactly the right place for this) |
27 |
would be good, especially if the ban was not legit (which never was |
28 |
the case, they usually had simply disregarded the guidelines of the |
29 |
channels they were banned from). |
30 |
Same thing also goes for forum bans, some banned users were quite |
31 |
disagreeing about being banned, a second independent instance to turn |
32 |
the user to for further evalution may be useful and help cutting down |
33 |
conspiracy theories. |
34 |
|
35 |
> * Stress - Ensure that there is an understanding of how |
36 |
> overwork/stress can affect the way we communicate with others. |
37 |
> Ensure there is a procedure in place for backup should the |
38 |
> need arise for a developer to not deal with users directly for |
39 |
> one reason or another. Ensure developers have the option to |
40 |
> "take time out" when needed. Ensure that users are dealt with |
41 |
> in an effective and friendly manner so not to cause any |
42 |
> unnecessary trauma for users. |
43 |
|
44 |
Basically, if some developer is overworked, this is a problem that |
45 |
should be sorted out in the first place. Apart from that, there may be |
46 |
situations where this may could be useful. |
47 |
|
48 |
> * Recruitment - Work alongside Developer Relations to improve |
49 |
> the recruitment process, focusing on the process for reinstating |
50 |
> a returning developer to start with. |
51 |
|
52 |
To be honest, i don't exactly understand how returning devs fall into |
53 |
user relations (because they are currently users?), but i guess |
54 |
helping out is always a good thing. Personally i probably wouldn't put |
55 |
that under user-rel. |
56 |
|
57 |
> * User Relations - Review User Relations' role and find |
58 |
> other ways of improving Gentoo User Relations. Ensure that |
59 |
> User Relations are proactive rather than reactive and have a |
60 |
> good strong presence within the user community. Continously |
61 |
> encourage and listen to feedback from users and developers in |
62 |
> order to better understand the needs of users and developers, |
63 |
> and effectively cater to them. |
64 |
|
65 |
If you have no one to talk to, talk to Christel. :-) |
66 |
I guess this could become a full time job for more than one person as |
67 |
there are lots of users voicing ideas, criticism etc everywhere on |
68 |
irc, forums and mailing lists. Maybe a feedback guide telling them how |
69 |
to bring their feedback into a form that actually gets read by devs |
70 |
would be a good idea (e.g.: "Devs don't read much on the forums, write |
71 |
a nice summary and send it to some mailing list.", "This is a clear |
72 |
bug, please file a bug report"). |
73 |
|
74 |
cheers, |
75 |
Wernfried |
76 |
|
77 |
-- |
78 |
Wernfried Haas (amne) - amne at gentoo dot org |
79 |
Gentoo Forums: http://forums.gentoo.org |
80 |
IRC: #gentoo-forums on freenode - email: forum-mods at gentoo dot org |