# Support Meeting Agenda June 2024

## 3rd Party Support (Stackoverflow, Reddit, Twitter)
- **Reddit**: Has there been any response after eaching out to the owner of `r/astrojs`?

Response:

> confirming they are okay with adding us as mods to the sub so... lets do that? That's definitely my preference. Moderating a subreddit well is a ton of work over a long period of time, and I don't think we win anything meaningful by trying to do this all ourselves vs. partnering and supporting someone in our community who is already enjoying the work.

## Tags
- `@mandar1jn` has employed necromancy to manually run the old stats
- See [this message](https://discord.com/channels/830184174198718474/916064458814681218/1248747843917840505) on discord for the statistics with tag pairs

Are we happy with the way getting started has affected the results? Or does it still show a lack of good tags on certain topics?

## Our new ASS
* The name that has been chosen is Astro Support Support (AS²)
* How do we want to organize the site?

## Sarah report from Core Discussions

### Work with support patrol to surface problems/issues/feedback to Docs/Platform for improvement
- Create standard procedures to encourage feedback to core
- Always start by dropping a relevant link; if one doesn't exist, tell docs
- Encourage users to file issues when things look like bugs, not just help them get unstuck/suggest workarounds
- Create guidelines on who/when to ping when it looks like a "good" support/feedback candidate, especially on "feature" products or experimental APIs
- Encourage users to add to RFC discussions on experimental features with feedback/questions (will this be our thing?)

## Q3 Team DX Mission

> To design and launch a successful discoverable, self-service, docs-as-support system to reach a broad, global audience while maintaining Astro's reputation as an exemplary model and solution for documentation.

## Docs-as-support / Support-as-docs

Team Docs will be focused on "docs-as-support" with the explicit goals of making support more self-serve and in using our in-person community Discord as a metric/feedback mechanism for the quality of our docs/docs-as-support.

### Mine, refine, and generalize our Discord content
- Get content OUT of Discord, and somewhere publicly available (searchable, SEO)
- Spend time generalizing the Q and As, having platform vet the answers, writing recipes and making them publicly available outside of Discord
- no one wants to read through all the details of someone else's support thread to get an answer to a question
- support responses may be meandering, misleading, even incorrect -- unvetted
- NON-GOAL: moving the *community support* out of Discord
- This is where our community is
- Making "lower quality/uncurated" content more publicly available is not the goal: 10 verified Q and As better than 100 random threads

### Keep stats to evaluate our progress
- Things to monitor and improve:
- number of support threads that could be solved by some form of published, available documentation
- we can't just go by absolute number, because as we have more users, there WILL be more support threads
- our hope is that people don't ask these in the first place, but since lots of people don't read docs, some will anyway
- number of support threads that we can't currently drop a docs link/verified answer for
- support patrol should think DOCS DROP FIRST. If there's no relevant documentation to a common/generic question or topic, docs needs to know to assess whether it's worth adding
- number of support threads that are truly fixing someone's weird/unique bugs/code where docs probably wouldn't have helped
- An improvement would be that the RATIO of these questions, or time spent answering them, increases in comparison to threads where documentation could help
- Ideally, support is DOCS DROPPING more threads, leaving time to spend with people who truly need custom help

## Ideas

- Investigate and initiate a plan to monitor and collect support thread metrics
- reactivate the weekly “support threads by tags” bot
- investigate Discord server stats for raw channel activity numbers
- Investigate and initiate a plan to get Q and A data out of (human) support threads and publicly discoverable
- work with Support Patrol to identify threads that contain good content that should make it into docs/recipes
- create an “inbox” (GitHub discussions?) for content that allows for community participation in prioritizing and contributing content
- expand “recipes” section in docs and/or include Astro Tips in publishing most valuable content
- Investigate and initiate a plan to get Q and A data out of Kapa
- explore the quality of the data to figure out what/how much is actually useful
- investigate the Kapa API for automation
- begin to manually extract data as sources for docs improvements/recipes