Tuesday, 17 December 2013

Re: User Advocacy in Ubuntu

On Tue, Dec 17, 2013 at 3:23 PM, Benjamin Kerensa <bkerensa@ubuntu.com> wrote:
> I think it might be good to consider forming a User Advocacy Team in Ubuntu
> with the goal of identifying issues impacting our users that need escalation
> to product management and developers for resolution. Currently we work on
> roadmaps that are best guesses at what our users want to see but I think
> establishing a User Advocacy Team to analyze feedback from users via a
> variety of data sources (Social Media, Forums, Planet, IRC etc) and also
> building a feedback utility into Ubuntu would be a win for our users.
> I'm hoping to solicit feedback on this proposal and the idea of having a
> feedback tool built into Ubuntu.
> Examples of other User Advocacy Teams:
> https://wiki.mozilla.org/Advocacy

Hi Benjamin,

Could you point us to examples of how Mozilla's User Advocacy Team
"distills information gained through user feedback" into something
actionable? I fear that a prominent feedback tool won't be of much use
without a solid plan for how the feedback would be processed. Worse,
it may even direct users away from more appropriate venues for their
issues. For instance, a crash report submitted to the error tracker
[0] is much more valuable than a user submitting feedback that "foo
keeps crashing." A criticism of a package in Universe would probably
be better placed as a review in the Software Center so other users
could make an informed decision when considering installing it.

I came across Firefox Input [1] which seems to be the dashboard for
information coming in from Mozilla's feedback tool. In the past 90
days, there have 145,274 submissions. Giving some of them a quick
skim, it's a really mixed bag. Doing analysis of open-ended questions
is no simple task. Whether or not Ubuntu decides to do something
similar, I'd be very interested in how Mozilla puts this data to use.

[0] https://errors.ubuntu.com/
[1] https://input.mozilla.org/


-- Andrew Starr-Bochicchio

Ubuntu Developer <https://launchpad.net/~andrewsomething>
Debian Developer <http://qa.debian.org/developer.php?login=asb>

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