I think the Red Hat model is a good idea. Treating forum posts as an extension of a Customer Service touchpoint will assist in recognizing critical problems or issues quickly so they can be resolved promptly. I certainly think categorizing forum posts is important, similar to <a href="http://jboss.org">jboss.org</a> marking them as questions which are answered.<br>
<br>From the article, the concept of "domains" seems to fit well with Seam modules, as there will be community members that have knowledge of specific modules but not necessarily all.<br><br>As discussed at the meeting, I think the first step is for the leads to sign up for the forum mailing list or RSS feed, and then the forum moderator could send an email/IM prompt as a secondary notice to the lead as a follow up?<br>
<br>These are all great steps Jason, thanks for thinking about these often forgotten aspects of a software product.<br><br>Ken<br><br><br><div class="gmail_quote">On Mon, May 23, 2011 at 6:27 PM, Jason Porter <span dir="ltr"><<a href="http://lightguard.jp">lightguard.jp</a>@<a href="http://gmail.com">gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Those that were at the meeting (or read the minutes / logs) know this is something I'm trying to figure out. This new model (<a href="http://www.managementexchange.com/story-36" target="_blank">http://www.managementexchange.com/story-36</a>) used at Red Hat I think makes a lot of sense, and something I'm trying to leverage (or will from here out). The part that I think we're missing right now is the Knowledge Base that our users can search. I know the answer is going to Seam University, but it's not here yet. However, when it is here, I want to make sure there is a simple way to mark a forum thread as resolved (maybe we need distinctions as to the type of thread: discussion, question, call for help, etc) and have that added to the knowledge base and analyzed for themes, keywords, etc. This may be something to bring up with Mark Newton as well.<div>
<br></div><div>Enough about Seam University, do any of the module leads have a problem if the forum moderator (whomever that may be) emails or otherwise pings (I've been doing this for a few weeks now) the module lead to lend a hand when appropriate? I know we discussed this idea a little bit in the meeting and the general consensus seemed to be allowing the community to try and solve problems on there own (which isn't happening, IMO due to a lack of knowledge about the modules outside of the developers) before one us jumps in with a solution. I'm trying to do what's best for Seam and make sure no one gets overwhelmed.<br clear="all">
<br>-- <br>Jason Porter<br><a href="http://lightguard-jp.blogspot.com" target="_blank">http://lightguard-jp.blogspot.com</a><br><a href="http://twitter.com/lightguardjp" target="_blank">http://twitter.com/lightguardjp</a><br>
<br>Software Engineer<br>Open Source Advocate<br>Author of Seam Catch - Next Generation Java Exception Handling<br><br>PGP key id: 926CCFF5<br>PGP key available at: <a href="http://keyserver.net" target="_blank">keyserver.net</a>, <a href="http://pgp.mit.edu" target="_blank">pgp.mit.edu</a><br>
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