On 4/17/12, Rob Weir <[email protected]> wrote: > On Tue, Apr 17, 2012 at 7:08 PM, Alexandro Colorado <[email protected]> wrote: >> On 4/17/12, drew <[email protected]> wrote: >>> On Tue, 2012-04-17 at 11:15 -0500, Alexandro Colorado wrote: >>>> My point is that we are going to be bombarded with support questions, >>>> regardless if we choose not to, is not up to us. >>>> >>>> Sure you can redirect them to the ML/Forums, but that would be done >>>> 99% of the time, which will frustrate the user and the handlers. >>>> >>>> That's the point I wanted to make based on the experience of handling >>>> these accounts in the past. >>>> >>>> Like I said, I am more concern with solving the issue of operation >>>> first than figuring out which new accounts to create and why/why not. >>> >>> Well, I am not advocating removal of any existing accounts. >> >> I am sure you didn't. That is not what I said. >> >>> >>> What I am advocating is the creation of a set un-ambiguous official >>> Apache OpenOffice project accounts. >> >> what will happened when the unambigous official account get support >> inquiries everyday? >> > > Including, quite possibly, requests in various languages? > >>> >>> I believe that there is work needing to be done to establish the Apache >>> OpenOffice identity. >>> >>> It seems to me that this is an appropriate step to further that goal. >> >> Sure I agree, but my point is really about how to do it based on >> previous issues. >> > > So what would you recommend? How would you propose that we handle > support requests that come in via Twitter? > > 1) Ignore them? > > 2) Refer them to support.openoffice.org > > 3) Answer simple questions where the answer is unambiguous and clear > and refer others to support.openoffice.org?
Usually this is the way I have been handled until now. However if we are going to use it as a group we want to be consistent. > > 4) Something else? > > I don't think we want to encourage support via Twitter -- the medium > is not really suitable for it. But we'll inevitably get questions. > These won't be just technical support. They will be project related > as well. I think part of our role (those who volunteer to help with > the Twitter account) will be to route users to the sources of > information that will best give them the answers they seek. In some > cases this might mean we recommend they send a post to ooo-dev or > ooo-users. You can research on the @openofficeorg right now and evaluate what kind of things will people be looking for, and on that bases create the strategy. The account has been up for alost 3 years, so there is things we can do to improve it based on what its already is around. I strongly suggest to research on the conversations that has been going and make proposals from that. > > Personally I don't think this is a bad thing. It is engagement with > the users. A little scary. Certainly a bit more work. But social > engagement is something that can be done well, and when done well can > reap many benefits for the project. Of course, it can be done poorly > and have zero or negative effects. I think this is the same with > anything we do. The real question is this: Do we have volunteers who > are willing to help do this well? > > -Rob > >>> >>> //drew >>> >>>> >>>> On 4/17/12, drew <[email protected]> wrote: >>>> > On Tue, 2012-04-17 at 11:02 -0500, Alexandro Colorado wrote: >>>> >> I think this provide a bit of confussion on the user end. Also I >>>> >> recognize the struggle of keeping the accounts active. Making >>>> >> multiple >>>> >> accounts will increase the job. >>>> >> >>>> >> The blog itself has not been updated that frequently, and I am not >>>> >> sure if this will increase as we get a release. >>>> >> >>>> >> Most of the use of the accounts on my experience is support-like >>>> >> issues. So relying on one single point of contact is also pretty bad. >>>> >> >>>> >> Having an AOO-Support and AOO-Annoucement is equally not good >>>> >> strategy >>>> >> in my account because people will tend to stick to the account that >>>> >> they see crossing their path. (Just because we structure one way, >>>> >> doesnt mean users will do so). >>>> >> >>>> >> One of the issues of openofficeorg accounts both on Facebook Google >>>> >> plus and twitter had been the issue of keeping the content fresh and >>>> >> also interacting as a group as opposed to an individual. >>>> >> >>>> >> I would argue to stop taking liberties on creating new accounts and >>>> >> instead take liberties on designing a good strategy to solve some of >>>> >> these basic issues that tackle these problems. >>>> >> >>>> >> So far I am not even sure how these accounts could be handle by >>>> >> infrastructure and what are the requirements. Rob mention that >>>> >> infrastructure should manage these, but I am also not sure how long >>>> >> will they take to proxy the messages specially when it comes to >>>> >> support and we get 100 inquiries a day (for example). >>>> > >>>> > Hi Alexandro, >>>> > >>>> > Good points - I would simply emphasize that I am not at all saying >>>> > that >>>> > the apacheoo accounts should be about support - not at all. >>>> > >>>> > The ApacheOO accounts (lets focus on just twitter and identi.ca) for a >>>> > moment - would be used specifically as a broadcast mechanism. >>>> > >>>> > How I as envisioning it, at least. >>>> > >>>> > //drew >>>> > >>>> >> >>>> >> >>>> >> On 4/17/12, drew <[email protected]> wrote: >>>> >> > On Mon, 2012-04-16 at 00:50 -0400, drew wrote: >>>> >> >> On Sun, 2012-04-15 at 18:25 -0400, Rob Weir wrote: >>>> >> >> > On Wed, Apr 11, 2012 at 12:08 PM, drew <[email protected]> >>>> >> >> > wrote: >>>> >> >> > > On Wed, 2012-04-11 at 17:43 +0200, Roberto Galoppini wrote: >>>> >> >> > >> On Wed, Apr 11, 2012 at 4:09 PM, Rob Weir >>>> >> >> > >> <[email protected]> >>>> >> >> > >> wrote: >>>> >> >> > >> >>>> >> >> > >> > Social media outreach, via Twitter, Facebook, Google+, >>>> >> >> > >> > etc., >>>> >> >> > >> > is >>>> >> >> > >> > an >>>> >> >> > >> > important part of outreach to users. Although the Apache >>>> >> >> > >> > developer >>>> >> >> > >> > community is firmly rooted in mailing lists, we know that >>>> >> >> > >> > our >>>> >> >> > >> > users >>>> >> >> > >> > live in a different world. If we want to engage with them >>>> >> >> > >> > we >>>> >> >> > >> > need >>>> >> >> > >> > to >>>> >> >> > >> > use the tools that they use, and communicate the way they >>>> >> >> > >> > communicate. >>>> >> >> > >> > >>>> >> >> > >> > Now that we're very close to the AOO 3.4 release, I'd like >>>> >> >> > >> > to >>>> >> >> > >> > start >>>> >> >> > >> > with a project Twitter account, under PPMC control. >>>> >> >> > >> > >>>> >> >> > >> > By "under PPMC control" I mean something similar to how we >>>> >> >> > >> > treat >>>> >> >> > >> > the >>>> >> >> > >> > project blog: >>>> >> >> > >> > >>>> >> >> > >> > -- Any PPMC member, upon request, can have write access. >>>> >> >> > >> > >>>> >> >> > >> > -- We can use the project's official logo in conjunction >>>> >> >> > >> > with >>>> >> >> > >> > the >>>> >> >> > >> > account. >>>> >> >> > >> > >>>> >> >> > >> > -- We would promote the account on our project's website. >>>> >> >> > >> > >>>> >> >> > >> > -- We would generally treat the account as an official >>>> >> >> > >> > voice >>>> >> >> > >> > of >>>> >> >> > >> > the >>>> >> >> > >> > project, not as a personal account. >>>> >> >> > >> > >>>> >> >> > >> > I'm not saying we need to pre-review and and approve every >>>> >> >> > >> > "tweet" >>>> >> >> > >> > sent through the account. But we should set expectations >>>> >> >> > >> > that >>>> >> >> > >> > the >>>> >> >> > >> > account is to be used in a professional fashion, upholding >>>> >> >> > >> > the >>>> >> >> > >> > standards of this project, not used to settle personal >>>> >> >> > >> > disputes, >>>> >> >> > >> > to >>>> >> >> > >> > promote personal business, etc. >>>> >> >> > >> > >>>> >> >> > >> >>>> >> >> > >> An option could be to agree on a simple guideline for that, >>>> >> >> > >> so >>>> >> >> > >> that >>>> >> >> > >> everyone knows how to handle it. I'm thinking not only about >>>> >> >> > >> the >>>> >> >> > >> style of >>>> >> >> > >> communication, but also about who to follow, how to engage in >>>> >> >> > >> conversations, improve outreach, etc. >>>> >> >> > >> >>>> >> >> > >> >>>> >> >> > >> > There are already several Twitter accounts that use the OOo >>>> >> >> > >> > name >>>> >> >> > >> > or >>>> >> >> > >> > trademarks: >>>> >> >> > >> > >>>> >> >> > >> > http://twitter.com/#!/openofficeorg --- This account has >>>> >> >> > >> > 1571 >>>> >> >> > >> > followers. But it is not sharing any AOO status, no links >>>> >> >> > >> > to >>>> >> >> > >> > blog >>>> >> >> > >> > posts, announcements, etc. Who controls it? Are >>>> >> >> > >> > we able to get it under PPMC control? Can we rebrand it as >>>> >> >> > >> > Apache >>>> >> >> > >> > OpenOffice? >>>> >> >> > >> > >>>> >> >> > >> >>>> >> >> > >> That could be a good starting point, I think. It seems like >>>> >> >> > >> if >>>> >> >> > >> you're >>>> >> >> > >> the >>>> >> >> > >> only one who can send DM to the actual owner's account. >>>> >> >> > >> >>>> >> >> > >> >>>> >> >> > >> > >>>> >> >> > >> > http://twitter.com/#!/openoffice -- This account seems >>>> >> >> > >> > unused. >>>> >> >> > >> > Only one >>>> >> >> > >> > tweet. >>>> >> >> > >> > >>>> >> >> > >> >>>> >> >> > >> I'd try to get that it too. It's better than ApacheOO, and >>>> >> >> > >> you >>>> >> >> > >> might >>>> >> >> > >> want >>>> >> >> > >> to put the full name in the Settings > Account > Name. >>>> >> >> > >> >>>> >> >> > > Hi Roberto, Rob >>>> >> >> > > >>>> >> >> > > I just did so now, and followed up with an email to the >>>> >> >> > > account >>>> >> >> > > contact >>>> >> >> > > in the whois database for the domain listed, the linked >>>> >> >> > > sub-domain >>>> >> >> > > has >>>> >> >> > > been dead for a while IIRC, though the main site is alive - >>>> >> >> > > anyway, >>>> >> >> > > I'll >>>> >> >> > > report back when (or if) I hear anything back. >>>> >> >> > > >>>> >> >> > >>>> >> >> > Hi Drew, >>>> >> >> > >>>> >> >> > It has been 5 days now. Have you received any response from >>>> >> >> > that >>>> >> >> > domain >>>> >> >> > owner? >>>> >> >> >>>> >> >> No nothing. >>>> >> >> >>>> >> >> > >>>> >> >> > If not, I'm ready to go with a new account: >>>> >> >> > https://twitter.com/#!/apacheoo >>>> >> >> >>>> >> >> a good account name for an announcement stream, even with the >>>> >> >> other >>>> >> >> IMO. >>>> >> > >>>> >> > Howdy all, >>>> >> > >>>> >> > Wanted to follow up on this. >>>> >> > >>>> >> > As I think about, IMO, this is a good moment to use a new >>>> >> > account(s) >>>> >> > for >>>> >> > a more formal, account of record if you will, for the project; >>>> >> > Apache >>>> >> > OpenOffice. The use of the apache in the account name makes very >>>> >> > good >>>> >> > sense to me for this purpose. >>>> >> > >>>> >> > The flip side of that then would be to treat the existing social >>>> >> > media >>>> >> > account as more community, less formal, voices. >>>> >> > >>>> >> > Anyawy - the apacheoo does get my vote for an appropriate name, for >>>> >> > the >>>> >> > project account. >>>> >> > >>>> >> > I took the liberty then to register the same name with the >>>> >> > identi.ca >>>> >> > network. >>>> >> > http://identi.ca/apacheoo >>>> >> > >>>> >> > IMO identi.ca, which has a smaller user base then twitter, >>>> >> > represents >>>> >> > an >>>> >> > important target group to the project. >>>> >> > >>>> >> > The two accounts, if we use them for this, should be tied together. >>>> >> > Certainly at the level that a post to the identi.ca should >>>> >> > automatically >>>> >> > broadcast to the twitter network. (easy to do) >>>> >> > >>>> >> > A couple of thoughts on 'formal account of record': >>>> >> > >>>> >> > Would recommend that the accounts not be used to follow lots of >>>> >> > other >>>> >> > accounts. >>>> >> > >>>> >> > The accounts should not be used to re-tweet others messages. >>>> >> > >>>> >> > The accounts should _not_ be used for auto-generated scheduled >>>> >> > postings. >>>> >> > >>>> >> > The accounts do need to be used on a regular basis to build up >>>> >> > followers. >>>> >> > >>>> >> > Ability to 'follow' the accounts needs to be easily done within the >>>> >> > main >>>> >> > web infrastructure and there should be some naturally well fitting >>>> >> > locations where that can be done. >>>> >> > >>>> >> > Anyone using the accounts should remember to keep the message >>>> >> > focused >>>> >> > to >>>> >> > the project. >>>> >> > >>>> >> > Well, that's a good spot to shutup huh :-) and let folks add their >>>> >> > wisdom here. >>>> >> > >>>> >> > So what you think - Use the new ApacheOO accounts? >>>> >> > >>>> >> > Thanks, >>>> >> > >>>> >> > //drew >>>> >> > >>>> >> > >>>> >> > >>>> >> >> >>>> >> >> //drew >>>> >> >> >>>> >> >> > I have it configured with the BirdHerd service, so up to 10 PPMC >>>> >> >> > members will be able send tweets via that account. >>>> >> >> > >>>> >> >> > -Rob >>>> >> >> > >>>> >> >> > >>>> >> >> > > //drew >>>> >> >> > > >>>> >> >> > > >>>> >> >> > > <snip> >>>> >> >> > > >>>> >> >> > >>>> >> >> >>>> >> >> >>>> >> >> >>>> >> > >>>> >> > >>>> >> > >>>> >> >>>> >> >>>> > >>>> > >>>> > >>>> >>>> >>> >>> >>> >> >> >> -- >> Alexandro Colorado >> OpenOffice.org Español >> http://es.openoffice.org > -- Alexandro Colorado OpenOffice.org Español http://es.openoffice.org
