[eclipse.org-architecture-council] [Bug 256660] New: Bugzilla grievance

[bugzilla-daemon@xxxxxxxxxxx]

https://bugs.eclipse.org/bugs/show_bug.cgi?id=256660  
Product/Component: Community / Architecture Council
           Summary: Bugzilla grievance handling for users
           Product: Community
           Version: unspecified
          Platform: PC
               URL: http://eclipsewebmaster.blogspot.com/2008/11/why-users-
                    dont-bother-to-file-bug.html
        OS/Version: Windows XP
            Status: NEW
          Severity: normal
          Priority: P3
         Component: Architecture Council
        AssignedTo: eclipse.org-architecture-council@xxxxxxxxxxx
        ReportedBy: martin.oberhuber@xxxxxxxxxxxxx
                CC: webmaster@xxxxxxxxxxx


Inspired by
http://eclipsewebmaster.blogspot.com/2008/11/why-users-dont-bother-to-file-bug.html
:

We have some guidance for committers linked from the Development Resources
Wiki, which helps committers maintain positive communications with problematic
bug submitters or commenters:

http://wiki.eclipse.org/Mylyn_Contributor_Reference#Communication

On the other hand, users submitting a bug report are left alone in the rain if
committers or project leads don't treat them respectfully. This can lead to
very problematic perception in the Community -- See Denis' Blog mentioned
above.

Users who know their way in the Eclipse Community can help themselves by
escalating with influential people they know, or citing the Mylyn Contributor
Reference mentioned above. But most users won't know about these possibilities.

I thus propose building some "grievance handling" right into bugzilla: A button
labelled like "Help me, I don't feel treated right!". Pressing this button
could do a variety of things. In the simplest case, it could automatically add
a comment to the bug, which would read something like:

  "I do not feel treated right in terms of communications on this bug. Looking
   at http://wiki.eclipse.org/Mylyn_Contributor_Reference#Communication may 
   help us get back into productive mode again. If this doesn't help, may I
   respectfully ask making a project lead or PMC member aware of this problem?
  "

Comments on this idea are welcome.


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