Coordinating Documentation and Support: Turning Complaints into Contributions

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This talk describes a process to extend and integrate support and documentation contributor communities

Technologie

Coordinating Documentation and Support: Turning Complaints into Contributions Jennifer Zickerman, Mozilla Thunderbird [email_address] jenzed (IRC and Twitter)

Open Source Teams Open source projects coordinate teams that focus on various tasks: ,[object Object]

Documentation (for users, for developers)

Open Source Contributors Various types of contributors: ,[object Object]

Open Source Communities ,[object Object]

It's Even More Complicated ,[object Object]

Silos ,[object Object],via dsearles on flickr Image thx to dsearls on Flickr

User Support and User Docs ,[object Object]

Manage processes, platforms and people to make them interconnect

Too specific in their needs to understand

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Coordinating Documentation and Support: Turning Complaints into Contributions

1. Coordinating Documentation and Support: Turning Complaints into Contributions Jennifer Zickerman, Mozilla Thunderbird [email_address] jenzed (IRC and Twitter)

3. Quality assurance

4. Support

5. Documentation (for users, for developers)

6. etc

8. Contributors: volunteers

9. Users

10.

11.

12. Quality assurance versus development

13. etc

14.

15. Professional advancement / development

16. Community membership

17. Recognition

18.

19.

20. Similar audiences and contributor profile

21. Manage processes, platforms and people to make them interconnect

22.

23. Too specific in their needs to understand

24. A cost, not an opportunity

25.

26. Meta-analysis of support questions

27. Usability studies

28. How our cousin feels about things

29.

30.

31. Contributors: 50

32.

33. Contributors: 50

34. Users: 10,000,000

35.

36. Potential for support and documentation contributors, evangelism

37. “ Army of Awesome”

38.

39. Manage expectations: “Community Support”

40. Encourage peer support

41.

42. Learn about the “open” in open source (contribution)

43. Exponential

44.

45. Open source is participatory

46. High-level technical skills not required

47. Everyone is welcome

48. Everyone can make a contribution

49.

50.

51.

52. Convoluted discussions, hard to find the upshot

53. User support not seen as authoritative

54. Platform not optimized for information management

55.

56. Edited

57. Maintained

58. Structured

59.

60. Docs not glamorous - behind the scenes

61.

62. Nintendo attention span

63.

64. Focused on helping

65. Content is related and reusable

66. Support contributors are intimidated regarding contributing to documentation

67.

68. Interlinking support issues and documentation articles improves search results

69. Both can bring people into an open source project

70. Engage people who do not generally consider themselves potential contributors

71.

72. Professional development / experience

73. Recognition

74. Repay favor

75. Part of community

76. Part of a cool project

77. Idealism

78.

79. Standard disclaimers, YMMV, not shown actual size, etc

80.

81. Keywords / tags

82. Status / ratings

83. Easy to use - self-managing

84.

85.

86. Low barrier to entry

87. Searchable / sortable

88. Tags, types of articles

89. Authentication

90. Edit / validation

91.

92.

93. Ask thread contributors to create documentation

94. Tag / issue tracking

95. Round trip

96.

97. Article requests / status

98. Links / round-tripping

99. List of needed articles

100.

101. Editorial safety net

102. Personal contact; easy access to community and moderators

103. Corrections are constructive not critical

104.

105.

106. Public acknowledgement

107.

108. Contributors rather than consumers