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From Kay Schenk <kay.sch...@gmail.com>
Subject Re: [WWW] Feedback/"contact us" about the website link needed...
Date Mon, 20 Feb 2012 17:06:39 GMT
On Sun, Feb 19, 2012 at 5:32 PM, Rob Weir <robweir@apache.org> wrote:

> On Fri, Feb 17, 2012 at 5:17 PM, Kay Schenk <kay.schenk@gmail.com> wrote:
> > OK, update on this...a contact us page is now available at:
> > http://www.openoffice.org/contact_us.html
> >
>
> I think it would be better if the "If you want to contact the Apache
> OpenOffice developer team..." was the last option.  So give the
> "self-service" options first.  If none of them apply, then they see
> how to contact the ooo-dev list.  In general, put the most-likely
> solution first, then in decreasing order the solutions that require
> more effort.
>

OK, I'll change this today sometime...no problem


>
> -Rob
>
>
> > It is VERY simple and I did what I could for incorporating the use of our
> > existing Bug gateway (which I also made changes to in an attempt to cover
> > the existing Bugzilla categories. As with all of the ooo-site, anyone
> with
> > comitter rights can make changes.
> >
> > Dave, please incorporate into the footer if you're doing seem editing on
> > that as you see fit. Having a link next to the Copyright and Licenses
> seems
> > fine though that is followed by a paragraph specifically related to that.
> >
> > My preference would be to have "Contact Us" centered immediately below
> the
> > footer line if possible.
> >
> > Have fun!
> >
> >
> > On Wed, Feb 15, 2012 at 9:12 AM, Kay Schenk <kay.schenk@gmail.com>
> wrote:
> >
> >>
> >>
> >> On Tue, Feb 14, 2012 at 1:48 PM, Louis Suárez-Potts <
> >> lsuarezpotts@gmail.com> wrote:
> >>
> >>> Hi
> >>>
> >>>
> >>>
> >>> On 10 February 2012 18:52, Kay Schenk <kay.schenk@gmail.com> wrote:
> >>> > On Fri, Feb 10, 2012 at 12:30 PM, Dennis E. Hamilton <
> >>> > dennis.hamilton@acm.org> wrote:
> >>> >
> >>> >> I agree with Kay that one reason someone may want to contact us
is
> >>> because
> >>> >> there is a problem with the web site itself.  I also think that
> going
> >>> >> directly to the mailing list page is perhaps too abrupt.  Some
free
> >>> >> analysis from the top of orcmid's head:
> >>> >>
> >>> >
> >>> > yes, really, this was my intention -- but I think Rob's calrification
> >>> would
> >>> > work  for that. I started wondering about this in light of the recent
> >>> > communication re that bad link. How long did it take Rick to figure
> out
> >>> who
> >>> > to contact, etc. (I also know we need to get going with some
> reasonable
> >>> > analysis tool to tract these down *beforehand* if we can) . I didn't
> >>> mean
> >>> > for this to be a "user centric" catchall.
> >>> >
> >>> > I can certainly understand the value of a User centric FAQ in this
> >>> regard.
> >>> > And we may even have one!
> >>> >
> >>> >
> >>> >> For issues about the site(s) itself, I think a bottom-of-page link
> is
> >>> >> fine.  It might go to another web page that refines the contact
> based
> >>> on
> >>> >> particular cases (two that should always be prominent and
> >>> straightforward
> >>> >> are for the site and for anything to do with security concerns
--
> but
> >>> not
> >>> >> directly to ooo-security.).
> >>> >>
> >>> >> With user issues, taking people directly to bugzilla is effectively
> a
> >>> >> giant FU for ordinary users.  A bullet item that links to how to
> file
> >>> a bug
> >>> >> and also links directly to bugzilla is good, so experts don't have
> to
> >>> do
> >>> >> the drill-down.  (Might need a branch for those needing a bugzilla
> >>> account
> >>> >> too.) [Something like this might help refine the security case
as
> >>> well.]
> >>> >>
> >>> >
> >>> > I think you're right on this one. BZ is too daunting jut to report
a
> >>> link
> >>> > problem unless we can implement a nicer front end to BZ just for
> these
> >>> > cases. I will be happy to investigate this. We may even be able to
> do a
> >>> > "proxy login" of some sort.
> >>> >
> >>> >
> >>> >> Then I think there can be explanation that all other support is
peer
> >>> >> support from other users and developer volunteers, with some
> indication
> >>> >> about the options (wiki, forums, web site, mailing-list
> subscriptions,
> >>> and
> >>> >> bugzilla) and how to search/explore/choose among them.  This would
> >>> probably
> >>> >> be right after something about web site issues and security
> concerns.
> >>> >>
> >>> >> Third tier on some of these might be FAQ that provide more detail
> and
> >>> help
> >>> >> users address common concerns.  (I.e., what to do when an AV product
> >>> says
> >>> >> their download is infected, what the project does to ensure the
> >>> integrity
> >>> >> of binaries and how to find those to be confident in them, how
to
> check
> >>> >> their authenticity, etc.  That's been going around lately.)
> >>> >>
> >>> >> Finally, of course, there is always the welcoming of those who
might
> >>> want
> >>> >> to themselves contribute to an aspect that is a concern or interest
> for
> >>> >> them.
> >>> >>
> >>> >
> >>> > yes... :) I hope this is reasonably covered in the revisions to the
> >>> "Help
> >>> > Wanted" page I made, but, of course, it's an ongoing process.
> >>> >
> >>> >
> >>> >>
> >>> >> I suppose I should put myself in this last category, although I
am
> not
> >>> >> prepared to figure out how to work on such a page [set]. Sorry.
> >>> >>
> >>> >>  - Dennis
> >>> >>
> >>> >
> >>> > Thanks for the feedback from everyone, I will investigate options
> >>> further.
> >>> >
> >>> >
> >>> >>
> >>> >> -----Original Message-----
> >>> >> From: Kay Schenk [mailto:kay.schenk@gmail.com]
> >>> >> Sent: Friday, February 10, 2012 09:43
> >>> >> To: ooo-dev@incubator.apache.org
> >>> >> Subject: Re: [WWW] Feedback/"contact us" about the website link
> >>> needed...
> >>> >>
> >>> >> On Thu, Feb 9, 2012 at 4:46 PM, Rob Weir <robweir@apache.org>
> wrote:
> >>> >>
> >>> >> [ ... ]
> >>> >> > Another way to think of it:  99.99% of the time, if a user
> actually
> >>> >> > needs to contact us, then the website has failed its purpose.
 We
> can
> >>> >> > only handle 100 million users if, for the vast majority of
cases,
> >>> they
> >>> >> > can self-support themselves via the website's navigation and
find
> >>> what
> >>> >> > they want.  So the challenge here is to handle the exceptional
> 0.01%
> >>> >> > of cases, without becoming the path of least resistance for
the
> other
> >>> >> > 99.99%.
> >>> >> >
> >>> >> > -Rob
> >>> >> >
> >>> >>
> >>> >> Rob--
> >>> >>
> >>> >> I understand what you're saying, believe me. I guess I feel we
> should
> >>> >> provide an easier avenue for people to report problems with the
site
> >>> >> itself. I'm also aware that if I just put in a simple link with
a
> >>> "mailto"
> >>> >> tag, many folks won't be able to deal with that because they won't
> >>> have a
> >>> >> "default" e-mail client.
> >>> >>
> >>> >> How about a "Contact Us" link that directs them to our existing
> >>> "Mailing
> >>> >> List" page --
> >>> >> http://incubator.apache.org/openofficeorg/mailing-lists.html.
> >>> >> We could add a bit more description to the "Development Mailing
> List"
> >>> to
> >>> >> indicate that it would be used for submitting questions/problems
> about
> >>> the
> >>> >> web site.
> >>> >>
> >>> >> Or do you think it would be best to direct them to BZ?
> >>>
> >>> Briefly: the Contact Us link usually went to me, in OOo. The traffic
> >>> can be high or low; low if one does it right, and routes people
> >>> appropriately. Basic rules apply: you don't answer "how-to" questions,
> >>> unless you are a masochist. You answer the other, much fewer in
> >>> number, questions.
> >>>
> >>
> >> Hi Louis-- and thanks for this response. For now, I was going to set
> this
> >> up as a "portal" for dealing with web site issues ONLY -- the link will
> be
> >> called "Report Problems with the Web Site", taking users to an landing
> page
> >> that  will initially search for all "issues" in BZ related to the web
> site,
> >> so the user can see what's already been reported, and optionally, add
> to an
> >> existing issue or create a new one.
> >>
> >> But...it might be a good idea to also include some mention of the
> >> "Support" page  on this intermediate BZ landing/search page. This should
> >> take care of a great portion of the support issues. Good suggestion!
> >>
> >>
> >>
> >>
> >>> I volunteer to continue in the role I've grown mossy over.
> >>>
> >>
> >> Thanks. I'm just going to set this up for BZ as previously suggested.
> >>
> >>
> >>> I also think that IFF we are intending to replicate some of the
> >>> friendly to endusers approach of the old OOo, then we would do well to
> >>> emulate some of the pages we had:
> >>>
> >>> * FAQ on simple things, like where to go with issues *using* OOo and
> >>> also *building* and "developing* it. We already have much of that, so
> >>> this would just be links.
> >>>
> >>> * Support page: I think the old support page can simply, as is already
> >>> being done, be updated and pruned. (Drew is on this, I believe?)
> >>>
> >>> * License  and trademark issues: this was the more difficult one and
> >>> merits for attention, at least for the more difficult questions.
> >>> Others are routine, and we've discussed this already here.
> >>>
> >>> Further along these lines: Even if we are not plunging into minimally
> >>> addressing users (and I think we ought not to shift our shape so to
> >>> max unless we actually want to), we will be dealing with the
> >>> media--professional as well as "citizen" journalists. Having, as we
> >>> had before, a "press kit," done in accordance with Apache, will help
> >>> both us and any member of the fourth estate.
> >>>
> >>> Louis
> >>>
> >>
> >>
> >>
> >> --
> >>
> >>
> ----------------------------------------------------------------------------------------
> >> MzK
> >>
> >> "Follow your bliss."
> >>          -- attributed to Joseph Campbell
> >>
> >>
> >>
> >>
> >
> >
> > --
> >
> ----------------------------------------------------------------------------------------
> > MzK
> >
> > "Follow your bliss."
> >         -- attributed to Joseph Campbell
>



-- 
----------------------------------------------------------------------------------------
MzK

"Follow your bliss."
         -- attributed to Joseph Campbell

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