The following is a proposal for enabling user feedback for collections of online content managed by Trust and Identity (T&I), including its community groups. The goal is to leverage T&I's existing issue management processes, while recognizing that there are many collections and even more authors of the content. For the purposes of this proposal, a collection is a set of documents related to a common topic (e.g., InCommon Federation, eduroam). Examples of documents contained in these collections are:
- product/service descriptions
- terms and conditions
- reference documentation
- support documentation
- help materials within products
For each collection, one or more "owners" is designated. Collection owners may or may not author the content in the collection, but they are responsible for the collection, its scope of topics covered, its overall structure, and (more specifically for this document) they receive and respond to feedback, routing that feedback to specific authors, as appropriate.
How Feedback Is Provided and Processed
In order to provide consolidated help desk services, feedback for collections should be in the form of electronic mail to firstname.lastname@example.org, preferably with a subject line that enables automatic assignment to the collection's owners by Front. Service Management will route the feedback they receive to the appropriate collection's owner.
The documents in a collection should contain instructions for how a reader can provide feedback. Normally, this information will be in a footer or end note for each document but may be provided in some other manner, depending on the nature of the collection.
The Collections and Their Owners
The following is the start of a table that will be T&I's authoritative list of collections and who "owns" them. It will be the responsibility of the table's owner to keep it up to date as the collections evolve over time.
|Certificate Service||Paul Caskey|
|iTAP (including individual components)||Bill Kaufman|
|Training and Consulting||Erin Murtha|
|Community Engagement and Working Groups Processes||Community |
|Position to be filled in 2019.|
|MACE OID and URN registries||CACTI||Nick as liaison to CACTI.|
|Trust and Identity Program Advisory Group (PAG)|
|InCommon Steering Committee||Dean Woodbeck|
|InCommon Community Trust Advisory Board (CTAB)||Albert Wu|
|InCommon Technical Advisory Committee (TAC)||Albert Wu|
|General T&I pages||Dean Woodbeck|
|Document Stewardship||Document Repository Librarian||Community Development Manager?|
|This document||Ann West||Includes assignments of owners to collections.|
Example: Technical Documentation for InCommon Participants
Each page in the Technical Documentation for InCommon Participants collection has the following footer:
Please send comments to email@example.com with a subject of "Feedback: Technical Documentation for InCommon Participants"
Since it is hosted as a Confluence wiki space, which supports a common template for all pages in a space, adding a footer to that template with the following text:
will add such a footer automatically, such that clicking on the firstname.lastname@example.org link will create a mail message to email@example.com with a subject of "Feedback: Technical Documentation for InCommon Participants."