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