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Date: Fri, 17 Feb 2012 14:17:05 -0800
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 <CAGj3215CyD2pnY=gNDt0oRDMuAzuWxNn4GkgpPSYaKppsVq3Lw@mail.gmail.com>
Subject: Re: [WWW] Feedback/"contact us" about the website link needed...
From: Kay Schenk <kay.schenk@gmail.com>
To: ooo-dev@incubator.apache.org
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OK, update on this...a contact us page is now available at:
http://www.openoffice.org/contact_us.html

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 Su=E1rez-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 ou=
t
>> who
>> > to contact, etc. (I also know we need to get going with some reasonabl=
e
>> > 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 indicati=
on
>> >> 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 che=
ck
>> >> 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 f=
or
>> >> 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 no=
t
>> >> 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 c=
an
>> >> > 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 oth=
er
>> >> > 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 abou=
t
>> 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 b=
e
> called "Report Problems with the Web Site", taking users to an landing pa=
ge
> that  will initially search for all "issues" in BZ related to the web sit=
e,
> 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
>
>
>
>


--=20
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MzK

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

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