Re: [libreoffice-users] Re: Engaging users: initial results of the survey

Hi Ken,

On Mon, 2013-11-11 at 11:33 -0700, Ken Springer wrote:
> After using LO for awhile, I found and filed a couple of bugs/issues.  I 
> wanted to contribute in the area of reporting issues, but I don't have 
> the knowledge to fix them.  I didn't expect those problems to go to the 
> head of the line.  But I *did* expect them to be put in the queue and 
> eventually fixed.

        The problem of course is that there is no queue of bugs-to-fix. We try
to prioritize issues, so that we can see those that are seriously
debilitating and then try to fix those on a best-effort basis.

> What I didn't like was being told my issues were not important.  BS! 
> It's important to me.

        This is the interesting piece to me. Can you expand on your experience
there ? clearly all bugs are important to someone - but not all are
'Critical' or whatever from a prioritization perspective. Nevertheless,
perhaps the naming of those prioritization is needlessly offensive.
Potentially with our new bugzilla we could use P1 -> P6 or whatever -
making it clear that this is a spectrum.

> Let's say you have a car, and every 4th time you go to use it, it won't 
> start.  You take it to your mechanic, and each time you do, he tells you 
> "it's not important, he's got bigger problems to solve".  Are you going 
> to continue to take it to that mechanic, or are you going to find a 
> different mechanic?

        I'm really not sure that there are any mechanics out there that do work
for free; I've not met one. Of course - if you want to pay for a bug to
be fixed, our level-3 bug queue has only a handful of open-bugs, and
they turn over on a weekly basis. But I strongly suspect you don't want
to pay.

        So - perhaps a more apt analogy is taking your car to a local friendly
volunteer / free mechanic down the road who helps people out of the
goodness of their heart - and berating them for not spending a week
investigating and fixing the squeak in your suspension -now- because
he's been working trying to get other people's car's to start at all ;-)

        Anyhow - there is no desire to offend people through the prioritization
flow; that is a really critically useful function of QA though - so
ideas on how we can improve that appreciated.

        All the best,

                Michael.

-- 
 michael.meeks@collabora.com  <><, Pseudo Engineer, itinerant idiot


-- 
To unsubscribe e-mail to: users+unsubscribe@global.libreoffice.org
Problems? http://www.libreoffice.org/get-help/mailing-lists/how-to-unsubscribe/
Posting guidelines + more: http://wiki.documentfoundation.org/Netiquette
List archive: http://listarchives.libreoffice.org/global/users/
All messages sent to this list will be publicly archived and cannot be deleted