Goals:
- Make sure all users get the help and support they need, when they need it
- Make the site so user-friendly that users don't need a whole lot of support
Next steps:
- Discuss in community call (add link to this pad into the email announcement)
- Ask people who can't join the call to leave comments in the pad
- Assign text / content that has to be written for new site
- Add pages to new.p2pu.org
- Update lighthouse task on help menu
Split between USERS and DEVELOPERS
USERS
Main support tools/ venues for P2PU USERS
- Basic help text overviews (very short)
- Answer the most obvious questions
- QA
- Any question, on any topic related to website, project, tech support (is this OSQA?)
- Study group support group (working title)
- Replaces orientation (repository of best practices)
- Discussion and community building around materials.
- How learning works on p2pu (seeting up / facilitating study groups)
- Uservoice
- General open feedback
- Bug reports (bug reports can also go into lighthouse, but this is the low barrier option)
Support-scaffolding for USERS
- Main Menu: Help
- Option 1 "How does this work?" -> PAGE (maybe "Is this your first time here?")
- Very brief overview text
- More detail? Join the study group support group (-> study group support group)
- Have a question? Go to the help Desk (-> http://qa.p2pu.org)
- Option 2 "Helpdesk - ask a question" (-> http://qa.p2pu.org)
- Option 3 "Something is broken - report a bug" (-> send to uservoice ... send to multiple people?)
- Contact a person directly? (add 1 person's e-mail?)
- what is user voice or lighthouse sent tickets directly to the developer mailing list? save steps?
- Main Menu: About P2PU (--> link to a wiki page)
- Option 1: What is P2PU? -> PAGE
- Very short description
- Values
- Board members
- Option 2: Contact -> PAGE
- Is this an email address or a listing of "staff" with their contact info or even a box where someone puts his/her email address and selects a topic from a drop down as a subject/router? (topic examples: Help with group create, Help with site/technical support, General question, etc) Also should we list various email lists like community, research, etc? [Jessica]
- http://wiki.p2pu.org/w/page/28949385/mailing-lists
- Option 3: Supporters -> PAGE
- Option 4: Get Involved -> PAGE
- Brief text about the software
- Our code and documentation live at github (and use github wiki for all further links, instructions)
- Join the dev mailing list? http://lists.p2pu.org/mailman/listinfo/p2pu-dev [Could. Could be a combo intro type thing like "Want to help develop? We can use all levels of contribution including HTML, CSS, Python, Translators? (maybe list most popular languages we want?) and more. Please signup for the <link>P2PU developer list</link>. You can also <link to github how to dev doc which will continuously improve!>grab the source code.</link> "
- Add content for non-developers to get involved
- IRC-dev channel
- Study Group Support Group
- This is a study group (currently called Helpdesk)
- Listed as permanently featured group
- Set up an email notification for people setting up study groups, and include invitation to join the study group
- This is Ali's orientation (mix of old handbook information, set of things to think about, others to discuss with)
- Replaces old handbook (can we integrate old handbook into study group?) We can, but as a legacy document would make more sense, since a lot of the "theory" stuff will change now that we're using the new study group methodology.
DEVELOPERS & TRANSLATORS
Support-scaffolding for Developers
This needs to be fleshed out by Zuzel (Jessica, and others)
- How do developers get involved in P2PU?
- Main tools to support them:
- Github Wiki (main documentation/developer home page) (also the README has how to get the code, install it, and links to git cheatsheets and such. we're working on improving this)
- Github
- Code hosting
- Collaborative development
- Dev mailing list
- IRC: At least it is for me. If someone runs into a snag, it's nice to hop on there and ping people there for a quick bit of help that would take longer via email :)
- Lighthouse for task assignments (has how to claim a "bug" in the github documentation too for new people since it's kind of locked down)
- How to hack this site study group (Jessica's group)
- Permanently featured group (which will hopefully contribute updates to the documentation too so that we don't have to go to two places for a how-to)
Disscussion about this
- uservoice: adding a low barrier to bug reports (why uservoice is a low barrier?) could not help to solve them, the key points in a bug report 1) being able to contact who submited it 2) have enough information to reproduce it. the voting capabilities of uservoice helps a lot with features but maybe we should consider using lighthouse for bug reports.) who will be moving things from uservoice and answering the issues there (will this duplicate work?)
Notes from John
- Who answers support questions? What is the expected response time?
- Idea: individuals can volunteer to help with support, round robin emails go out to volunteers to make sure people get answers
- How are we measuring support issues?
- track # of questions / time
- track question topics
- use support questions to define clarity of the site
- Definitely agree with splitting user support and dev support, point all dev to wiki / p2pu-dev list
- "Help" link in header of site brings user to FAQ with search functionality
- still need help, ask question in public forum or possibly over live chat using round robin (olark)
- We should start with a VERY LIGHTWEIGHT solution and see what kinds of questions we get and then taylor to the usage.