Eric,
How many times a day does the CEO writing up the record on a board meeting and
planning strategy for the next quarter, contact FAQ on the Internet for help?
How often does an engineer faced with a decision to specify glottenstop or go
with the tried-and-true traditional widget design, contact FAQ? 99% of the
questions arise from communications with vendors, colleagues, customers, lawyers
and others involved in a specific issue stream. Only 1% of questions that
impact earnings and solve world problems go to the FAQ department on the
Internet. How can we help the CEO, the engineer, the mechanic do a better job
on the 99% of their questions? Don't we somehow need to get that daily working
information Doug discussed on 000327 into a form that is accessible on the
Internet quickly, so that people can get reliable information rather than rely
on guess and gossip?
Rod
Eric Armstrong wrote:
> The idea here is to erase the dividing line between
> a Forum (email archive) and a FAQ.
>
> If the Forum exists in some sense as a "document",
> then it should be possible to reorganize redundant
> questions so that they come under some basic version
> of the question, with responses under that.
>
> That produces a structure something like this:
>
> Question
> Q1. As asked by Fred
> Q2. As asked by Ethel
> A1. As answered by Edna
> A2. As answered by Ralph
>
> In all likelihood, the question-versions would not
> be of general interest.
>
> Evaluations supplied by users of the system would
> allow the better answers to "float to the top" of
> the answer list, so the best answers or most-common
> scenarios float to the top of the list.
>
> In accomplishing the reorganization, the original
> Forum "document" is replaced by a new version
> constructed by the forum owner.
>
> [This mechanism also needs to allow for purging of
> extraneous and nonsensical comments, at the discretion
> of the document owner.]
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This archive was generated by hypermail 2b29 : Wed Apr 12 2000 - 14:12:12 PDT