Managing support (questions) regarding Ubuntu translations

David Planella david.planella at ubuntu.com
Fri Jul 10 12:10:12 BST 2009


Hi Adi,

El dv 10 de 07 de 2009 a les 06:28 +0300, en/na Adi Roiban va escriure:
> Right now, for doing questions and answers(support), we use a not so
> popular wikipage [1].
> 
> I was looking for ways to improve the current situation and I see three
> options:
> 
> 1. Improve the current wikipage to gather questions/support requests and
> aswer them by editing those pages. Let people know about it.  [1]
> 
> pros: advance features for text editing
> 
> cons: email notifications are not implicit and the email notification
> will contain diff ... not easy to be read 
>       not very intuitive for this usage. many users will prefer to fill
> a bug or ask a question in Launchpad
> 
> 2. Use Ubuntu Answer section from Launchpad [2]
> 
> pros: search/filter using LP builtin seach
>       track the status of a support ticket
>       assign questions to a person
>       builtin FAQ feature
>       workflow can be kept in Launchpad (no need of external tools)
>       email notification system just works (email content is easy to
> read/filter)
>       easy to move questions between Ubuntu / Ubuntu Translations /
> Rosetta / other project
>       bugs can be linked with questions
> 
> cons: a huge amount of noise for questions regarding Ubuntu Translations
> 
> 3. Use Ubuntu Translations Answer section from Launchpad [3]
> 
> pros: all pros from Ubuntu Answers + no noise regarding Ubuntu
> Translations
>       
> cons: most probably users will ask for support in Ubuntu and not in
> Ubuntu Translations
> 

I'd personally go for 3. (using the Ubuntu Translations project).

And if it is easy (or possible?) to move answers between projects, I
think we could move some of the answers relevant to Ubuntu translations
from 'rosetta' to 'ubuntu-translations'.

That said, I do think that the mailing list is still valid for such
questions, since for the moment they still get more visibility here. I
believe not many e.g. translators know they can be subscribed as Answer
contacts, and even if they know, I'm not sure they will want to be
answer contact persons. I think the mailing list is still better for
general discussion.

I'm not excluding it, I'm just saying that I believe we should use both
and we should maybe think of a list of cases in which we would encourage
users to use one or the other. And another thing we can always do is to
pick questions in the ML which might be of general interest and file
them as Answers.

> ========================
> 
> I am not happy at all with the way MoinMoin is sending email
> notification for page changes and this is why I have done some work in
> trying to implement solution from point 3.
> I tried to move the content of the wikipage page to FAQs from Launchpad
> [4] and also improve them. I'm still working at their content
> (spellcheck and improve the way ideas are written)
> 

And yes, I also like the idea of moving the FAQ to Launchpad and to the
ubuntu-translations project.

Good work!

Regards,
David.

-- 
David Planella
Ubuntu Translations Coordinator
david(dot)planella(at)ubuntu(dot)com
www.ubuntu.com



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