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On Nov 23, 2010, at 10:42 AM, M. Fioretti wrote:
As per subject:

I reviewed your proposal and think you make very good points. As I personally haven't closely 
followed the user support mailing list over the years, I don't feel qualified to respond in too 
much detail on those points. :)

However, have we considered adopting a "knowledge base" type interface to supplement our user 
support? One I worked with in the past allowed users to input their questions, and would 
automatically direct them toward similar questions that had been asked and answered already. If 
they don't find a sufficient response from the existing knowledge base, their question is 
automatically forwarded through to a human support person, who interacts with the user through a 
web application. Their answer is then added to the growing repository for the next user. 

This is different from a basic FAQ published in any ordinary CMS, because of the automatic search 
for similar questions, and because after passing that threshold, it leads directly to a human 
support person (or volunteer).

Searching quickly for "open source knowledge base" I came upon the following useful discussion:

I don't think the responses fill all of the criteria I discussed above, yet they may point us in a 
useful direction. 

Has anyone else worked with tools like I describe here? Do you think it makes sense to hybridize 
our support offering in this way, remove the challenge of an email list for many users, archive 
responses in an easy web-accessible location, and yet allow our support volunteers to continue 
using email or choose a web interface to do their part?


Benjamin Horst
646-464-2314 (Eastern)

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