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Hi Sylvia,<br>
<br>
A brief answer so somebody else (Graham?) can expand on this,
comments in-line<br>
<br>
Am 29.11.2011 11:48, schrieb Sylvia Murphy:
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div>Hi Everyone, </div>
<div><br>
</div>
<div>Last week I was copied on an email that came from Eric
Guilyardi of Metafor who received a query from a user about
CMIP5 model metadata. I ended up emailing the person directly
to answer their question. I was rightly reminded that such
offline assistance does not help the community be aware of
issues affecting the federation. This made me realize how
unclear I am on how CMIP5 support is currently working. So I
have some questions.</div>
<div><br>
</div>
<div>* Who are on the CMIP5_helpdesk and/or esg_support mailing
lists? (e.g. who sees the issues affecting the federation)?</div>
</blockquote>
Gateway administrators and some other people assigned for specific
tasks. <br>
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div>* How are support requests farmed out? Would whomever is
monitoring CMIP5_help know to send metadata related questions my
way? <br>
</div>
</blockquote>
I think the idea would be for you to be in the Footprints system.
There are some groups, and you could have people on multiple groups
(I think I'm on Wget-script and DKRZ related issues). Graham can you
add a group for Metadata and add Sylvia to it? (Sylvia, any one else
that should be added?)<br>
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div>* Can subgroups of support be created such that 3-4 people
can be responsible for a topic? <br>
</div>
</blockquote>
Yes, that's how it works. *BUT* It's not automatic, so request have
to be (sometimes) farmed out of the esg-support mailing list, other
get directly to the Footprints server. In any case, someone has to
decide who will be the assignee... basically you scan all mails from
esg-support and "pick" the ones for metadata. I don't think there's
anything more elaborated than data. (Graham, is that still so?)<br>
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div>* How do we know that requests have been answered? Is there
tracking at all? <br>
</div>
</blockquote>
Footprints does all this, but there are some things you need to know
about using it (I forgot a couple of times to set some checkboxes
and the user never got my answers :-/ Either Stephen or Graham put a
tutorial on this, it's fairly simply, but not incredible intuitive
IMHO.<br>
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div>* I am not sure users are finding these support avenues. The
links to the two mailing lists are listed under "contact us",
vice "help" or "support". Sometimes that kind of subtle
difference can be a big difference. Case in point: the user I
dealt with did not know where to go and obviously Eric did not
either. <br>
</div>
</blockquote>
To add to the confusion not all pages look alike. We (DKRZ) have
copied pretty much what BADC proposed and has, I think that the only
difference is a direct link to the download help from the main page.
Otherwise it was to hard to get there.<br>
<br>
This is our contact us page, if you have any improvements I'll be
glad to add them, but I do think it's quite self-explanatory<br>
<div class="page-title">
<h1>Contact Us</h1>
</div>
<div id="bd">
<div class="yui-g">
<p> If the <a
href="http://ipcc-ar5.dkrz.de/help/download-help.htm">HELP</a>
page can't help you any further, don't hesitate to contact us!<br>
<br>
If you have any questions relating specifically to the CMIP5
archive please send email to <a
href="mailto:cmip5-helpdesk@stfc.ac.uk?subject=%28ESG-WDCC%29%20CMIP5%20query:%20">CMIP5
HelpDesk (cmip5-helpdesk@stfc.ac.uk)</a> stating the
following information where possible: </p>
<ol>
<li>The URL of this site</li>
<li>Your OpenID</li>
<li>A brief description of your query</li>
</ol>
<p>Queries about this website that are not related to CMIP5 may
be emailed to: <a
href="mailto:esg-support@earthsystemgrid.org?subject=%28ESG-WDCC%29%20">esg-support@earthsystemgrid.org</a></p>
</div>
</div>
The default one has the same thing without the first line (I got
tired of telling people to read the help :-) BADC is using a special
email account for handling BADC web questions (the second email)<br>
<br>
Older versions of the Gateway, e.g. at PCMDI, had a more simple
page:<br>
<div class="page-title">
<h1>Contact Us</h1>
</div>
<div id="bd">
<div class="yui-g"> Any questions, comments, or concerns may be
emailed to: <a
href="mailto:esg-support%20AT%20earthsystemgrid.org">esg-support
AT earthsystemgrid.org</a> </div>
</div>
<br>
<br>
I've already asked them to add a HELP tab to the one the Gateway is
displaying, because going to "about" to find the help is *very*
non-intuitive IMO. But I think there are some issues with that,
that's why I've decided to link it directly from the front page.<br>
<br>
Any feedback for improving the user experience will be much
appreciated!<br>
<br>
Thanks,<br>
Estani<br>
<br>
<blockquote cite="mid:CC76B2FF-B5BA-4850-8387-2BD3CBC10FFA@noaa.gov"
type="cite">
<div><br>
</div>
<div>Cheers,</div>
<div>Sylvia</div>
<div>
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<div style="word-wrap: break-word;
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class="Apple-style-span" style="border-collapse:
separate; color: rgb(0, 0, 0); font-family:
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<div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">***********************************</span></font></div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">Sylvia
Murphy</span></font></div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">NESII/CIRES/NOAA
Earth System Research Laboratory<br>
325 Broadway, Boulder CO 80305</span></font></div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">Email: <a
moz-do-not-send="true"
href="mailto:sylvia.murphy@noaa.gov">sylvia.murphy@noaa.gov</a></span></font></div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">Phone:
303-497-7753</span></font></div>
</div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; ">Fax: 303-497-7649</span></font></div>
<div><font class="Apple-style-span"
face="Arial" size="4"><span
class="Apple-style-span"
style="font-size: 14px; "><br>
</span></font></div>
</div>
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style="font-size: 14px; "><br
class="Apple-interchange-newline">
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class="Apple-interchange-newline">
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<br>
<br>
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</blockquote>
<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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