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: * 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?) *Greater integration between the current FAQs and the knowledgebase system. But the FAQs still be browsable. * That if the knowledge base doesn't answer the problem then a message gets sent to the users list. * The users list could then have a greater degree of coordination, and formal updating of the knowledge base. * 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. 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. * It would better utilise the volunteer effort. * Be a great marketing point. Depending on how the system works it might even be possible to give guaranteed response times. As I understand it the technical issues are: * Integrating the FAQ and knowledgebase so that one update works in both places. * Limiting access rights to updating the knowledgebase. Thanks, Ian --------------------------------------------------------------------- To unsubscribe, e-mail: [EMAIL PROTECTED] For additional commands, e-mail: [EMAIL PROTECTED]
