As a Thoth Guidance Service user, I want to have a clear understanding on which channel(s) of communication I should use so that I get assistance faster

[Gkrumbach07]

Persona / User

Thoth Guidance Service user

User's Story

I want to have a clear understanding on which channel(s) of communication I should use

Reason

so that I get assistance faster

Define Done

• [x] Decide if to use a chat channel
• [x] Decide on having one or multiple communication channels
• [x] Decide the role of each communication channel

Additional Info

Current known community channels: GitHub issues, Slack, G-Chat

[Gkrumbach07]

Decisions

Decide if to use a chat channel

Pros

• quicker back and forth communication

Cons

• some channels dont store a full history of conversations
• have to convert threads into text on a GitHub issue for tracking
• not metric consuming friendly

Decision

• [x] Yes
• [ ] No

Decide on having one communication channel (GitHub)

Pros

• everything is archived in one place
• no need to sync conversations across channels
• no confusion on what channel is preferred

Cons

• limits the ways to communicate effectively
• alienates people that are not comfortable with GitHub issues

Decision

• [ ] Yes
• [x] No

Decide the role of each communication channel (If using more than one)

• [x] GitHub Issues
• [x] Slack
• [ ] G-Chat

[Gkrumbach07]

Decide if to use a chat channel [Yes G-Chat] Chat adds values to a community, but I wouldn't want it to be the primary form of communication due to the extra steps needs for archives and metrics. I vote to use G-chat as it supports threads and is already used by Thoth.

Decide on having one communication channel (GitHub)[ Yes] Include a chat channel

Decide the role of each communication channel (If using more than one)

• GitHub Issues Main form of conversation and problem tracking

• G-Chat use a medium to formulate user stories from users and redirect them to new issues in github.

[oindrillac]

1. Are non-RH members able to join g-chat? (Are we de-prioritizing non-RH user persona initially)
2. Any existing bots that we can use to export chat threads into a github issue?

[suppathak]

1. GitHub issue : If a user wants a support which would require some technical help.
2. Slack: If a user (Red Hat or non Red Hat) wants some minor help or has some questions about the service. Also, I guess in the slack itself, the user can be directed to open an issue in GitHub.
3. G-chat: I suppose it can be used on only RH members right? The I am not sure if this would be a good way for communication, mainly because the helpful conversations happening in g-chat cannot be seen by non-RH users. Unless, we are de-prioritizing on non-RH user persona initially.

[Gkrumbach07]

The decision is to use two communication channels: Slack for quick questions and minor help, and GitHub for hosting bigger issues that should be tracked.

[Gkrumbach07]

Accepted: Slack may be preferred but if we want to reach more people we need more than one channel (i.e. have both slack and gchat). We decided on setting up a Slack instance/server, but not removing the old public facing gchat. We will monitor usage to see if slack is worth keeping or migrating too