On Thu, 14 Aug 2008 00:29:44 +0100 tim <[EMAIL PROTECTED]> babbled: > An idea I came across recently that seems like a good idea is a hybrid > approach, where the devs passively observe /all/ traffic from users > (irc, mailing lists, support mailboxes, bug trackers etc), and can pick > out bits that are useful, and then there are additional people paid to > respond to all the rtfm type questions. That way you get the best of > both worlds. The techies don't have the most valuable information lost > in translation, and the more demanding users get the support they desire > without wasting valuable coding time.
i've been doing this for a decade... sit on irc - watch mostly passively what the major bitching/complaining seems to be. watch email - and just scan most mail so you know what the major issues seem to be. a lot are RTFM-like. ignore those (except the first few times you see them - let community repeat what you said earlier for you). watch bug tickets and at lest get a gist for that's up at the moment. respond to things you directly know about and can do something about (or know you can't), and from that snarf a TODO list. generally this should keep you busy 24/7 given a large enough project :) -- Carsten Haitzler (The Rasterman) <[EMAIL PROTECTED]> _______________________________________________ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community