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Hi Karl,<br>
<br>
maybe that's true, although I don't concur, I might be seen the
questions I can't answer to be more "present" thatn the others.
Those questions are related to what experiments mean, and how data
is supposed to be used. The community has no access to the support
mailing list so "somebody" (and here's the problem) must send it to
the proper people. Following what is sent where is really hard...<br>
<br>
IMHO I think you've missed the point of having this FAQ. The idea is
directed more at creating a knowledge base than allowing the user
community to respond and participate (which is still great).
Precisely the problems you've mentioned are far more easy to answer
in this FAQs once (and improving the answers from time to time) that
sending the same mail all over again and risking sending bad info
(especially if something change in the process) and loosing the
contact with the user posting the request (which in the FAQs case
remain stored along with the question). I've already counted 450
different Threads (the ones moved to footprint are count twice, but
every thread has at least 2 Mails, so we have well over 500 mails
already there). Searching for something is quite difficult, and the
users just don't have that possibility.<br>
<br>
I think we should use ASAP this FAQ system, but maintain the mailing
list as well. IMO It is now obvious that it won't be scaling much
longer... and we should expect it to grow at least ten times when it
gets more massively used. We just don't have the time nor resources
to be derived to this task, and yet this is one of the most
important task there are. As dumb as it may sound, the archive won't
be used, if users don't know how to use it, and that's a fact.<br>
<br>
I even think we should post important (or recurring) questions to
this FAQ and derive people asking them to those directly from the
mailing list.<br>
<br>
By the way Stephen, the OpenId doesn't work for us either. If using
the 1.2 Gateway, the gateway itself says there's an error. If using
the 1.3.1 The FAQ system complains.<br>
<br>
Thanks,<br>
Estani<br>
<br>
Am 04.08.2011 18:11, schrieb Karl Taylor:
<blockquote cite="mid:4E3AC4A3.9010704@llnl.gov" type="cite">
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<font face="Times New Roman">Hi all,<br>
<br>
I agree with Stephen that our ability to quickly respond to the
increasing number of requests seems likely to become
overwhelmed. My cursory impression is, however, that the most
common problems reported will be difficult for the user
community to respond to; they seem to be associated with flaws
in ESG and/or gateway hardware. Am I correct that most frequent
queries to the help desk are related to:<br>
<br>
1. getting error messages, no response, or incorrect notice
that a user doesn't have the proper permission to successfully
download data<br>
<br>
2. having problems finding data using the search capability
(because sometimes this fails to return all datasets that it
should).<br>
<br>
I think NCAR is making progress on the search problems (2
above), but I'm not sure anyone understands whether there are
bugs or just confusion that's causing all the problems listed in
1 above. Perhaps along with thinking about alternatives to the
current help desk, immediate attention needs to be paid to
reducing the real problems encountered by the user by modifying
the ESG software, possibly modifying the ESG user interface, so
users won't be so easily confused.<br>
<br>
The first step might be to try to confirm that 1 above is
causing most of the problems and to pin down exactly why the
problems are being encountered. I think someone with a bit more
complete technical understanding of ESG should be able to find
the common issues that are being raised and suggest ways they
might be addressed. <br>
<br>
Best regards,<br>
Karl<br>
<br>
<br>
</font>On 8/4/11 7:55 AM, <a moz-do-not-send="true"
class="moz-txt-link-abbreviated"
href="mailto:stephen.pascoe@stfc.ac.uk">stephen.pascoe@stfc.ac.uk</a>
wrote:
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<p class="MsoNormal">Hi everyone,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I am increasingly convinced that the
CMIP5 HelpDesk isn't scaling to the number of queries we are
getting and definitely won't scale as CMIP5 gets more use.
This is partly our fault at BADC for not managing to open up
the HelpDesk sufficiently to make it easy for ESGF
developers to contribute. This will improve in the near
future (honest!) but I still think we need a more agile way
to communicate with CMIP5 users.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Therefore I want to float an alternative
solution. A community-driven, interactive FAQ in the style
of stackoverflow.com. The idea is that users,
administrators and developers can collaborate on asking and
answering questions in an open forum. There is a reputation
system and a mechanism for voting for answers/questions
which enables common questions and good answers to be
highlighted. There is also a tagging system for
classification.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have created a prototype service with a
few questions in it at <a moz-do-not-send="true"
class="moz-txt-link-freetext"
href="http://esg-dev1.badc.rl.ac.uk/">http://esg-dev1.badc.rl.ac.uk/</a>.
Please take a look and give me some feedback. Even better
create an account and start asking and answering questions.
I have deliberately answered only some of the questions to
encourage people to get involved. If you don't like my
answer add another one or comment on mine.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">If this appears to work for us the site
can be moved to a production server easily without losing
the questions. We could then link to it from the "Contact
Us" page in the gateways and ask people to email
cmip5-helpdesk only for questions they don't want to share
with the community. I would like to discuss this at the
ESGF telco on Tuesday.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">One note. You can use ESGF OpenIDs to
create an account but CEDA OpenIDs don't work right now. I
need to get Phil to fix that.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Cheers,<o:p></o:p></p>
<p class="MsoNormal">Stephen.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">---<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">Stephen Pascoe +44 (0)1235 445980<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">Centre of Environmental Data
Archival<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">STFC Rutherford Appleton
Laboratory, Harwell Oxford, Didcot OX11 0QX, UK<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<br>
<p>-- <br>
Scanned by iCritical. </p>
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<pre wrap="">_______________________________________________
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<br>
<br>
<pre class="moz-signature" cols="72">--
Estanislao Gonzalez
Max-Planck-Institut für Meteorologie (MPI-M)
Deutsches Klimarechenzentrum (DKRZ) - German Climate Computing Centre
Room 108 - Bundesstrasse 45a, D-20146 Hamburg, Germany
Phone: +49 (40) 46 00 94-126
E-Mail: <a class="moz-txt-link-abbreviated" href="mailto:gonzalez@dkrz.de">gonzalez@dkrz.de</a> </pre>
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