ConnectingHelpSystems
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| ## page was renamed from MergeHelpDocsWikiForum ## page was renamed from MergeDocsWikiHelp ## page was renamed from BrainstormingWebsiteSpec |
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| ''Please check the status of this specification in Launchpad before editing it. If it is Approved, contact the Assignee or another knowledgeable person before making changes.'' * '''Launchpad Entry''': UbuntuSpec:foo |
* '''Launchpad Entry''': UbuntuSpec:noneyet |
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| Work in progress, early drafting. | STATUS: Firming up planning, accumulating designs and mockup images ''This is a master spec for several related topics, and is currently in an early state of development by one person. Please feel free to contribute anything that comes to mind, and update the counter above if you are interested in helping out.'' |
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| The goal of this spec is to explore ways of closing the gaps between various types of help, cross-breeding their respective strengths and centralizing the information. | |
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| This should provide an overview of the issue/functionality/change proposed here. Focus here on what will actually be DONE, summarising that so that other people don't have to read the whole spec. | Ideally: * the installed documentation's high polish and organization provides structure for: * the wiki system, which preserves and consolidates the fresh, ephemeral information from: * the forum, chat, and question systems, whose simplicity kick-starts involvement from: * the users, who keep coming back because they find all the best resources connecting here |
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| == Release Note == | I selected the wiki system as the central point of reference because by its flexible and visible nature it is CAPABLE of connecting to all systems, but it is equally true that all the other systems benefit by connecting where they can. |
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| This section should include a paragraph describing the end-user impact of this change. It is meant to be included in the release notes of the first release in which it is implemented. (Not all of these will actually be included in the release notes, at the release manager's discretion; but writing them is a useful exercise.) | == Hypothetical Release Notes == The installed help utility is now integrated with online help resources, seamlessly referring users to additional resources and allowing caching of updated bugs, tips, and howtos for the currently installed versions of all programs. |
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| It is mandatory. | The online help pages now link directly to appropriate chat, forums, and external information. |
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| This should cover the _why_: why is this change being proposed, what justifies it, where we see this justified. | When someone needs help, having all the help systems in one clear and easy to use location is much better than having to search dozens of sites, miss dozens of others and hope the information you find is accurate. By enhancing the wiki system to connect to as many support systems as possible, you drive most activity to the same point, thus keeping that point fresh and polished. With the wiki system receiving much more activity, it's information is ever riper for the offline docs to leverage. The docteam can kill two birds with one stone by managing the core structure of the wiki. When they organize and approve essential sections of the wiki for offline caching, their managed sections automatically provide the live wiki with a sturdy skeleton on which to grow more user-tended content, and good user-rated feedback systems keep even the most tightly managed sections fresh. When you connect all the systems together, you also have an opportunity to homogenize the interfaces. That way people who learn to use the most basic help features find a smooth transition to using others, and are more likely to wind up helping solve the problems of later users (intentionally and incidentally). |
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| Bob is having trouble using a program. He checks the installed help and cannot find the answer to his problem. However, he does find a link suggesting he check for more information online, which connects him to... (Installed to Online) ... the official Ubuntu wiki page for that program. Most of it is what he just read on his PC, but it also contains some interesting Howto's (that sadly do not cover his issue) and links to the official web page for the software... (Internal to External) ... which gives him a better understanding of the issue, but not quite enough information to solve it. When he returns to the wiki to check for more info he notices that another user has added a comment to the section he is having trouble with. They are having the same trouble he is! He adds his experiences to theirs ... (Wiki to Forums) ... and then goes to the chat section at the top of the page to see who else might be having the same problem in #ubuntu-somecategory. Connecting immediately on the page, he finds a person who ran into the same problem last week, and another who is having it now... (Wiki to Chat) ... and finally finds all the pieces he needs to fix the problem. He returns to the official ubuntu wiki page for that software and makes a suggestion to update the page so other users can avoid the same problem. Other users who run into the same problem find and promote his suggestion, making it obvious to ... (Suggestions to Managed) ... the editors of the page, who can quickly incorporate it into the body of the page for all users to see online and eventually (see beginning) in their installed help. |
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| * the installed docs and the online help aren't separated by insurmountable legal barriers * the administrative teams of the parts of the support system are willing to cooperate * massive changes like this are decomposable into achievable sub-projects |
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| == Design == | == Design Images + Implementation Sub-Specs == |
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| You can have subsections that better describe specific parts of the issue. | |
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| == Implementation == | === Installed + Online === Spec: LinkingDesktopToOnlineHelp |
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| This section should describe a plan of action (the "how") to implement the changes discussed. Could include subsections like: | Status: Design and Brainstorming to update existing spec |
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| === UI Changes === | 3 picture essay: * show help screen directing to online : installed help points you towards more information * show control panel : the installed help is the solid core of online help * show update window : installed help can sync with your system updates |
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| Should cover changes required to the UI, or specific UI that is required to implement this | Notes to push to spec: * consider basing installed help on a web caching tool, thus direct transition * add updating and syncing with installed versions to installed help * separate navigation structure management from page content management * get a good control panel for managing overall structure, status, and permissions * figure out how to safely tie in unmanaged wiki pages |
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| === Code Changes === | |
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| Code changes should include an overview of what needs to change, and in some cases even the specific details. | === Internal + External === Spec: ExternalLinksRedirects |
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| === Migration === | Status: Add to existing draft |
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| Include: * data migration, if any * redirects from old URLs to new ones, if any * how users will be pointed to the new way of doing things, if necessary. |
3 picture essay: * show section at the top of the page : collect useful external resources * show link updater interface : update them all at once if the situation changes * show link approval interface : catch and correct mistakes |
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| == Test/Demo Plan == | |
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| It's important that we are able to test new features, and demonstrate them to users. Use this section to describe a short plan that anybody can follow that demonstrates the feature is working. This can then be used during CD testing, and to show off after release. | === Wiki + IRC === Spec: ConnectingWikiToChat |
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| This need not be added or completed until the specification is nearing beta. | Status: Design and Brainstorming 3 picture essay: * [http://nmonk.org/livetree/ChatLink.jpg suggest appropriate channels for chat on each page] * [http://nmonk.org/livetree/ChatInfo.jpg give info and links about IRC and offer web chat] * show a simple web chat interface (if logged in) === Wiki + Forums === Spec: ConnectingWikiToForums Status: Design and Brainstorming 3 picture essay: * [http://nmonk.org/livetree/Comments.jpg user comments can be obvious without being distracting] * show simple new comment screen - taking the step to activity can be simple * show response and rating screen - and the community is self-reinforcing === Fresh + Managed === Spec: ConnectingSuggestionsToManagedPages Status: Design and Brainstorming 3 picture essay: * show suggestion start : managed pages are still open for feedback * show suggestion finish : it's easy to avoid duplicating work * show editor apply screen : and the editors can apply your changes quickly |
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| This should highlight any issues that should be addressed in further specifications, and not problems with the specification itself; since any specification with problems cannot be approved. | * the only person pushing for these ideas at this time is WAY over his head * said person lacks clear understanding of all parts of the current system * while it all seems possible, the features would probably take time to develop * by its nature, this spec shoots for massive changes in the way the system works * the fresh + managed sub-spec is based on the idea of much finer grained, paragraph based wiki updates, not quite moin's page at a time system, which makes implementing that spec a bit problematic * the author of this spec is quite optimistically paranoid, and probably envisions much more managed pages than the current system (where all new users can modify almost all wiki pages on the wiki.ubuntu side) |
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| Use this section to take notes during the BoF; if you keep it in the approved spec, use it for summarising what was discussed and note any options that were rejected. | Use this section to take notes during the BoF; if you keep it in the approved spec, use it for summarizing what was discussed and note any options that were rejected. - What the heck is BoF? |
Launchpad Entry: noneyet
Packages affected:
STATUS: Firming up planning, accumulating designs and mockup images
This is a master spec for several related topics, and is currently in an early state of development by one person. Please feel free to contribute anything that comes to mind, and update the counter above if you are interested in helping out.
Summary
The goal of this spec is to explore ways of closing the gaps between various types of help, cross-breeding their respective strengths and centralizing the information.
Ideally:
- the installed documentation's high polish and organization provides structure for:
- the wiki system, which preserves and consolidates the fresh, ephemeral information from:
- the forum, chat, and question systems, whose simplicity kick-starts involvement from:
- the users, who keep coming back because they find all the best resources connecting here
I selected the wiki system as the central point of reference because by its flexible and visible nature it is CAPABLE of connecting to all systems, but it is equally true that all the other systems benefit by connecting where they can.
Hypothetical Release Notes
The installed help utility is now integrated with online help resources, seamlessly referring users to additional resources and allowing caching of updated bugs, tips, and howtos for the currently installed versions of all programs.
The online help pages now link directly to appropriate chat, forums, and external information.
Rationale
When someone needs help, having all the help systems in one clear and easy to use location is much better than having to search dozens of sites, miss dozens of others and hope the information you find is accurate. By enhancing the wiki system to connect to as many support systems as possible, you drive most activity to the same point, thus keeping that point fresh and polished.
With the wiki system receiving much more activity, it's information is ever riper for the offline docs to leverage. The docteam can kill two birds with one stone by managing the core structure of the wiki. When they organize and approve essential sections of the wiki for offline caching, their managed sections automatically provide the live wiki with a sturdy skeleton on which to grow more user-tended content, and good user-rated feedback systems keep even the most tightly managed sections fresh.
When you connect all the systems together, you also have an opportunity to homogenize the interfaces. That way people who learn to use the most basic help features find a smooth transition to using others, and are more likely to wind up helping solve the problems of later users (intentionally and incidentally).
Use Cases
Bob is having trouble using a program. He checks the installed help and cannot find the answer to his problem. However, he does find a link suggesting he check for more information online, which connects him to...
- (Installed to Online)
... the official Ubuntu wiki page for that program. Most of it is what he just read on his PC, but it also contains some interesting Howto's (that sadly do not cover his issue) and links to the official web page for the software...
- (Internal to External)
... which gives him a better understanding of the issue, but not quite enough information to solve it. When he returns to the wiki to check for more info he notices that another user has added a comment to the section he is having trouble with. They are having the same trouble he is! He adds his experiences to theirs ...
- (Wiki to Forums)
... and then goes to the chat section at the top of the page to see who else might be having the same problem in #ubuntu-somecategory. Connecting immediately on the page, he finds a person who ran into the same problem last week, and another who is having it now...
- (Wiki to Chat)
... and finally finds all the pieces he needs to fix the problem. He returns to the official ubuntu wiki page for that software and makes a suggestion to update the page so other users can avoid the same problem. Other users who run into the same problem find and promote his suggestion, making it obvious to ...
- (Suggestions to Managed)
... the editors of the page, who can quickly incorporate it into the body of the page for all users to see online and eventually (see beginning) in their installed help.
Assumptions
- the installed docs and the online help aren't separated by insurmountable legal barriers
- the administrative teams of the parts of the support system are willing to cooperate
- massive changes like this are decomposable into achievable sub-projects
Design Images + Implementation Sub-Specs
Installed + Online
Spec: LinkingDesktopToOnlineHelp
Status: Design and Brainstorming to update existing spec
3 picture essay:
- show help screen directing to online : installed help points you towards more information
- show control panel : the installed help is the solid core of online help
- show update window : installed help can sync with your system updates
Notes to push to spec:
- consider basing installed help on a web caching tool, thus direct transition
- add updating and syncing with installed versions to installed help
- separate navigation structure management from page content management
- get a good control panel for managing overall structure, status, and permissions
- figure out how to safely tie in unmanaged wiki pages
Internal + External
Spec: ExternalLinksRedirects
Status: Add to existing draft
3 picture essay:
- show section at the top of the page : collect useful external resources
- show link updater interface : update them all at once if the situation changes
- show link approval interface : catch and correct mistakes
Wiki + IRC
Spec: ConnectingWikiToChat
Status: Design and Brainstorming
3 picture essay:
[http://nmonk.org/livetree/ChatLink.jpg suggest appropriate channels for chat on each page]
[http://nmonk.org/livetree/ChatInfo.jpg give info and links about IRC and offer web chat]
- show a simple web chat interface (if logged in)
Wiki + Forums
Spec: ConnectingWikiToForums
Status: Design and Brainstorming
3 picture essay:
[http://nmonk.org/livetree/Comments.jpg user comments can be obvious without being distracting]
- show simple new comment screen - taking the step to activity can be simple
- show response and rating screen - and the community is self-reinforcing
Fresh + Managed
Spec: ConnectingSuggestionsToManagedPages
Status: Design and Brainstorming
3 picture essay:
- show suggestion start : managed pages are still open for feedback
- show suggestion finish : it's easy to avoid duplicating work
- show editor apply screen : and the editors can apply your changes quickly
Outstanding Issues
- the only person pushing for these ideas at this time is WAY over his head
- said person lacks clear understanding of all parts of the current system
- while it all seems possible, the features would probably take time to develop
- by its nature, this spec shoots for massive changes in the way the system works
- the fresh + managed sub-spec is based on the idea of much finer grained, paragraph based wiki updates, not quite moin's page at a time system, which makes implementing that spec a bit problematic
- the author of this spec is quite optimistically paranoid, and probably envisions much more managed pages than the current system (where all new users can modify almost all wiki pages on the wiki.ubuntu side)
BoF agenda and discussion
Use this section to take notes during the BoF; if you keep it in the approved spec, use it for summarizing what was discussed and note any options that were rejected.
- - What the heck is BoF?
ConnectingHelpSystems (last edited 2008-08-06 16:35:20 by localhost)