Monitoring Keyman Community Site and Social Pages

Overview of Keyman Community Site

The Keyman Community Site is where you can find all topics posted by our users and/or developers. We would like to ensure that we can track them and nothing has fallen through the cracks. The Keyman Status page has some helpful information and notification on what we have on the community site. The community section is towards the bottom of the page. See the screenshot below.

On Keyman Status Page

1. When a new topic is posted, you should see the “community” column shown in “red” which means no one from our team has responded yet. There are two numbers after the tag read “Open Topics”; the first one denotes the number of topics which require your attention because the last response is not from our team. The second denotes the number of active topics which have to be closed once resolved.

Hovering over the button to see a topic in red, e.g. topic 8078 in the screenshot below.

2. When a topic is responded to, you should see a check mark next to the profile picture of the last responder. See the screenshot above. Note that the check mark indicates that it is from us and the red highlight would go away.

3. When a topic is marked as “resolved” or “closed,” it will disappear from the notification.

On Keyman Community Site

1. How and when to close a topic: We have responded with questions, but not reply from the users. After two weeks, we should remind them and if not respond after another two weeks, the topic should be closed. This means no more conversations are allowed on this topic, which is a way of stopping it from diverging into other subjects.

2. How and when to tag a topic as “resolved”:

   • When there is a clear fix or answer to the problem and the user is satisfied. We can always make an educated guess on whether or not it has been resolved by going through the replies and digesting them.
   • The solution can either come from us or the users themselves. The key is that we, as the moderators, have to tag the topic as “resolved”.

3. How and when to tag a topic as “done”: The conversation has ended even though the issue itself has not yet been resolved.

4. What if a topic is unresolveable:

   • File a bug if it can be verified as a bug.
   • Lock it if it's been in active for a month.

5. What if it’s a feature request:

   • A feature request should be submitted and referred to in github and vice versa.
   • Tag the topic as “done” once the feature issue has been created on github and add a note saying further discussion will happen in the feature issue.

6. Etiquette in replying to a topic:

   • be polite -- always starts with greeting
   • summarize your understanding to them
   • ask questions on missing info
     • device
     • type of OS
     • version of the OS
     • version of Keyman
     • keyboard name
     • language name
     • application if relevant
     • sample keystrokes and outputs: both actual and expected
   • be informative and approachable
   • screenshot and/or video recording from you to them or vice versa are helpful in reproducing the issue

Overview of App Store and Play Store

This is a place where users can provide feedback to our app on the stores. We have to be friendly and sound as human as possible (not “robotic”). Be creative in the response.

Overview of Keyman Social Pages

What should be done to improve our presence on social media? We have not been doing much other than responding to comments or posts on Facebook, Twitter, Mastodon and YouTube.