# Discourse shepherding

https://discourse.pulpproject.org/
(*Emergency contact: if the discourse does not work in some way, contact @mcorr or @dkliban.*)

To do:
* **Check at least once a day**, the goal is to react to user questions/requests quite quickly.

* **Use `Latest`** to see the most recent posts in the reverse chronological order.
`New` and `Unread` turned out to be not as useful for checking what changed since the last visit.
`New` sometimes does not mark post as a new one even though you've never read/seen it.
`Unread` shows only updates to the threads you are subscribed to, so you might miss updates to the old threads which you have not read or just not subscribed to.

* **Use the like ("heart") button** for posts you consider useful or support the opinion or question.

* If **a thread asks for help or a specific answer**:
* if you are an SME or have enough familiarity with the topic, answer yourself.
* if unsure of your answer, still reply and run it by SME after posting to the thread.
* if you do not know how/what to answer, find an SME.
* things to consider
* some users ask everywhere, e.g. both on the discourse and matrix. If you notice a relevant discussion somewhere else, consider linking to a conversation outside of the discourse or share a summary of what's been discussed in the other communication channel.
* some people are quite active on the discourse, I personally do not ping people immediately if the thread is very fresh, people have certain plans for their working day, and might react to the post when it's convenient for them.
* it's likely not a good idea to ping people multiple times a day. If the traffic is high and there are many requests, it can be disruptive. Consider doing it once a day.

* if **a thread is for a discussion**:
* contribute if you have not done it yet
* remind folks about it if it seems stale
* if it seems resolved/finished, it's good to check that there is a summary/decision/conclusion to it