[seam-dev] Helping solve problems on the forums

[Ken Finnigan]

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 at 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
>
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