>On Wed, 2005-05-04 at 16:43, Jonathon Coombes wrote: [snip] >>> I have put together some basic information regarding the >>> OpenOffice.org knowledgebase. >[snip] On Wed, 2005-05-04 at 19:55, Louis Suarez-Potts wrote: >> What technology is being used here? Also, perhaps we can begin to >> think of sending people to the KB once it is formally up. > >I too think the knowledgebase fantastic! > >Between sessions at the Canberra conference the following idea was >floated with those present and was very positively received:
Yes... it's been discussed for a while; Scott Carr had set up a trial one on OOoDocs a couple of years ago, and we had tried to do something like that with users list. But this latest foray by Jonathan is more complete. > >* That the knowledge base system be presented as the first point of >call when asking for help. (First page of OpenOffice.org? Information >in OpenOffice.org help?) At the least, from the Support page. > >*Greater integration between the current FAQs and the knowledgebase >system. But the FAQs still be browsable. Yes. > >* That if the knowledge base doesn't answer the problem then a message >gets sent to the users list. yes. In this way, we can take some of the load off of the users@ list. It was never meant to handle so many posts! > >* The users list could then have a greater degree of coordination, and >formal updating of the knowledge base. yes. > >* Those responsible for answering queries on the users list (now that >fewer queries would be coming through) would be better able to >identify those issues that should be requests for enhancements or bug >fixes and put them into Issue Tracker. yes, that was the original idea. > >In my opinion, such a system would: * Save users having to be on a >mailing list receiving 100+ emails a day when all they wanted was an >answer to a question. > yep. >* It would better utilise the volunteer effort. yep. > >* Be a great marketing point. Who cares? :-) > >Depending on how the system works it might even be possible to give >guaranteed response times. Oh, no. Down that path we are not going. This is a free project, not a company! :-) > >As I understand it the technical issues are: * Integrating the FAQ and >knowledgebase so that one update works in both places. yes. The same ones as before. > Cheers Louis --------------------------------------------------------------------- To unsubscribe, e-mail: [EMAIL PROTECTED] For additional commands, e-mail: [EMAIL PROTECTED]
