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
jboss.orgmarking them as questions which are answered.
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.
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?
These are all great steps Jason, thanks for thinking about these often
forgotten aspects of a software product.
Ken
On Mon, May 23, 2011 at 6:27 PM, Jason Porter <lightguard.jp(a)gmail.com>wrote:
Those that were at the meeting (or read the minutes / logs) know this
is
something I'm trying to figure out. This new model (
http://www.managementexchange.com/story-36) 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.
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.
--
Jason Porter
http://lightguard-jp.blogspot.com
http://twitter.com/lightguardjp
Software Engineer
Open Source Advocate
Author of Seam Catch - Next Generation Java Exception Handling
PGP key id: 926CCFF5
PGP key available at:
keyserver.net,
pgp.mit.edu
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