[Owncloud] Revolutionizing the help system (yes, that's exaggerated)

[John]

Quote:
" that the forum is for users only and no developer will ever have a look
at it"
Why?  What would be the purpose of keeping those responsible for coding
feature requests, fixing issues, etc. from accessing what users see?

John H

On Tue, Oct 30, 2012 at 10:36 AM, <post at deryo.de> wrote:

> Hi there.
>
> I am "the new guy" some of you met at the developer meeting in Berlin. The
> one that doesn't code that much, but wants to try to improve communication.
>
> The first thing I want to achieve is to define the purpose of each
> communication channel. Where do users get help, where do the developers
> hang out?
>
> At the moment there are several communication channels such as Website,
> Mailinglists, Wiki, multiple BugTrackers, Forum, IRC channels, "Help" on
> the web frontend -> (http://apps.owncloud.com/kb), Twitter, Facebook (?),
> Blog, Wikipedia and so on.
>
> As a start we should focus on the user experience and that is primarily
> getting help (and not getting frustrated in the process).
>
> To achieve that I plan to propose some rework of forum and website to make
> user communication channels clear, eg. that the forum is for users only and
> no developer will ever have a look at it.
>
> Also I think it is essential to have only one place per communication
> purpose. I hope everybody agrees that the help system inside each ownCloud
> instance is not that helpful. People ask questions there, report bugs, but
> nobody reads them or answers. Also the forums look as if you could get help
> from developers there, but you don't.
>
> Frank, Jan and I agreed on the following:
>
> - The next major version of oC (v5.0) should no longer use the apps
> knowlegebase
> - The apps knowledgebase should be shut down afterwards
> - The "Help" label inside oC should reveal the all new and shiny
> documentation[1] plus some links as eg. the USER forums and the new to be
> created page "how to report a bug or request a feature" on our website
> - The Documentation is delivered either within the ownCloud package or
> presented as an iFrame or something using our website
>
> The user now has 3 steps he can go:
> 1. Try it himself (documentation)
> 2. Try to get help (user forums)
> 3. Contact developers (bug report/feature request)
>
> This implies:
> The all new and shiny documentation has to be filled with content before
> the next major release!
>
>
> This decision is not yet fixed but charts a path forward. I am eager to
> hear your thoughts about this.
>
>
> Johannes "DerYo" Twittmann
>
> [1] https://github.com/owncloud/**documentation/blob/master/**README.rst<https://github.com/owncloud/documentation/blob/master/README.rst>
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