One key thing that I'm hearing in this discussion is that a support team needs to spin off from the traditional "docs" team. Support really is a different thing, and it should be handled with a more deliberate organizational approach than we've taken before.
I like your idea, Shai, although it seems hard to keep running. But I like it. -Randy On Tue, Feb 1, 2011 at 10:26 AM, Shai Gluskin <s...@content2zero.com> wrote: > What I would like to see a support team do is organize people to sign-up > for specific hours to "staff" the support channels, all of them (d.o. > supp...@drupal.org, g.d.o, maybe even stack overflow), answering people's > questions wherever they show up. > > People would volunteer to sign up for two-hour shifts. That's only 84 > shifts a week to cover 24/7. I'm sure during busy hours we could get > multiple people to sign up for shifts. > > What is so critical in support is the timelines of the response. And > because the shifts are time-bound, I'll bet we could recruit a lot of people > to sign-up who don't ever visit the forums at d.o. > > I believe this kind of effort would make Drupal seem much more welcoming > than it is currently perceived by people just starting Drupal. > > Shai > > maybe even stack overflow as well) > On Tue, Feb 1, 2011 at 12:07 PM, Victor Kane <victork...@gmail.com> wrote: > >> On Tue, Feb 1, 2011 at 1:38 PM, la...@garfieldtech.com < >> la...@garfieldtech.com> wrote: >> >>> Uh, Victor, you are aware that Wikipedia has a "team" of editors who >>> correct, prune, and curate content far more actively than anyone on >>> Drupal.org, right? >>> >>> >> Well, that is a relatively recent development, isn't it? Their initial >> success at least was due to crowdsourcing, wasn't it? Can you prove they are >> doing better as a result? >> >> Victor >> >> >>> And you are also aware that Drupal core has appointed "leads" who are >>> extremely picky about what they allow in? >>> >>> And that PHP itself has about 1000 committers who don't have to talk to >>> each other before committing, and the result is an utter trainwreck of >>> inconsistency and people committing things in the middle of the night just >>> to avoid the fact that everyone else already said no to an idea? (True >>> story.) >>> >>> Just making sure about that... >>> >>> --Larry Garfield >>> >>> >>> On 2/1/11 6:37 AM, Victor Kane wrote: >>> >>>> I won't be able to go to DrupalCon this year, so I'll give my feedback >>>> here. >>>> >>>> One thing that's clear from the success of many open documentation sites >>>> (wikipedia, stack overflow) is that they avoid top down governance, they >>>> let the meritocracy form on the basis of what actually happens. >>>> >>>> I firmly believe that the existence of "document leads" and other forms >>>> of control have done more harm than good, despite heroic efforts from >>>> these individuals, since all that has happened over the last few years >>>> is a constant moving around of a hierarchical structure. >>>> >>>> Why wouldn't a freer, wiki like approach work? >>>> >>>> Victor Kane >>>> http://awebfactory.com.ar >>>> >>>> On Mon, Jan 31, 2011 at 8:37 PM, Randy Fay <ra...@randyfay.com >>>> <mailto:ra...@randyfay.com>> wrote: >>>> >>>> I don't think we can delegate any part of Drupal to something we >>>> don't control; I think that's just a non-starter. >>>> >>>> So for me, the issue is what we can learn from StackOverflow and >>>> friends - they do great stuff and end up with great content. And >>>> yes, I think we should build something on that. >>>> >>>> Who is signing up to build it? I think it's an easy sell. >>>> >>>> -Randy >>>> >>>> >>>> On Mon, Jan 31, 2011 at 4:25 PM, Dan Horning >>>> <dan.horn...@planetnoc.com <mailto:dan.horn...@planetnoc.com>> >>>> wrote: >>>> >>>> i have to ask ... what would we actually gain by doing this - >>>> cleanup the various methods for finding info about a given >>>> module or theme or bug a little and we far surpass this >>>> suggested tool >>>> >>>> it seems that stackoverflow is driven very highly on userpoints >>>> to control access - which while a good thing - doesn't really >>>> fit the development model we have here. there are existing >>>> processes that would have to change to fit the suggested model. >>>> I for one am more for peer reviews and leadership staff >>>> assigning access than a points system that someone could rack up >>>> points and just get access ... what's that really do for the >>>> community - seems that would be great if we were just a tech >>>> help forum - awarding points for the users that help and giving >>>> them more access - but what's that do for drupal and it's >>>> community? (i know there is a potential for this to help ...) >>>> >>>> another area of issue to me is - another login ? or would it use >>>> SSO? >>>> do the drupal leadership users and dries have admin level >>>> control...? >>>> >>>> mostly here i just don't get what adding yet another resource >>>> (like has been said before) would do to help the lead devs, >>>> module + theme devs and just supporting drupal. if i had say -=- >>>> i'd vote against this idea >>>> >>>> -- >>>> Dan Horning >>>> >>>> ----- Original Message ----- >>>> > From: "Victor Kane" <victork...@gmail.com >>>> <mailto:victork...@gmail.com>> >>>> > To: development@drupal.org <mailto:development@drupal.org> >>>> > Sent: Monday, January 31, 2011 6:01:55 PM >>>> > Subject: Re: [development] Drupal Answers: A >>>> Stackoverflow/StackExchange site proposal >>>> > I guess this is a good place to start: >>>> > http://area51.stackexchange.com/faq >>>> > >>>> > >>>> > On Mon, Jan 31, 2011 at 8:00 PM, Victor Kane < >>>> victork...@gmail.com <mailto:victork...@gmail.com> > >>>> >>>> > wrote: >>>> > >>>> > >>>> > >>>> > >>>> > On Mon, Jan 31, 2011 at 6:57 PM, Josh Koenig < >>>> j...@getpantheon.com <mailto:j...@getpantheon.com> > >>>> >>>> > wrote: >>>> > >>>> > >>>> > >>>> > Stew, >>>> > >>>> > >>>> > Thanks for starting this thread. This is important stuff: >>>> > >>>> > >>>> > >>>> > http://area51.stackexchange.com/proposals/2978/drupal-answers >>>> > >>>> > I want to put my support behind this proposal and explain my >>>> thinking >>>> > in doing so. >>>> > >>>> > >>>> > The Drupal community is already growing faster than Drupal's >>>> > infrastructure can easily support. With the release of D7 and >>>> all the >>>> > other associated projects getting off the ground, drupal.org >>>> <http://drupal.org> is >>>> >>>> > increasingly often a bottleneck or blocker. We have wonderful >>>> hosts >>>> > from OSUOSL, but the human resources needed to develop, >>>> maintain and >>>> > manage our own infrastructure (which is a 24x7x365 job) are >>>> limited. >>>> > >>>> > >>>> > We have to pick our battles. I much would rather see energy, >>>> effort, >>>> > attention and money poured into continuing to improve our git >>>> and >>>> > module infrastructure — which is much more deeply intrinsic >>>> to the >>>> > health and future of the project — and accept that even though >>>> we >>>> > *can* build our own StackOverflow (@eaton proved this >>>> already) that >>>> > doesn't necessarily mean it's the best use of limited >>>> resources, or >>>> > the best thing for the project. >>>> > >>>> > >>>> > Drupal can theoretically/technically solve a lot of its own >>>> problems, >>>> > but I think we often suffer from a "not built here" prejudice >>>> as a >>>> > result. In the realm of getting good quality answers to Drupal >>>> > questions out to the most people possible, I can't see how a >>>> > StackExchange site would do anything but help. I would love >>>> to see the >>>> > community embrace something really cool and useful from the >>>> wider >>>> > Internet as a way to promote the project. >>>> > >>>> > >>>> > >>>> > >>>> > You make a convincing argument Josh; my own gut feeling has >>>> been, >>>> > reading this thread, "how can we delegate something so >>>> important to >>>> > the Drupal Community as its own documentation to another >>>> party who may >>>> > or may not exist in the near/medium/long term". >>>> > >>>> > >>>> > Can someone inform somewhat on who these guys are? And why >>>> there and >>>> > not someplace else? >>>> > >>>> > >>>> > Victor >>>> > >>>> > >>>> > >>>> > >>>> > >>>> > Finally, I should say that I *do not* think a StackExchange >>>> answers >>>> > site replaces anything. It's not an issue queue, and it's not >>>> a >>>> > replacement for the dialogue that exist in the forums. I >>>> would say >>>> > it's a new resource, something that can help the 10s of 1000s >>>> of >>>> > people who will be trying to wrap their mind around Drupal in >>>> the >>>> > coming year. >>>> > >>>> > >>>> > Cheers >>>> > -josh >>>> >>>> >>>> >>>> >>>> -- >>>> Randy Fay >>>> Drupal Module and Site Development >>>> ra...@randyfay.com <mailto:ra...@randyfay.com> >>>> +1 970.462.7450 >>>> >>>> >>>> >> > -- Randy Fay Drupal Module and Site Development ra...@randyfay.com +1 970.462.7450
