[Anonymous]

Hi Team

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The question has been brought up many times but I feel that we need to come up with some solid steps to improve the situation. For us to spend 50% of development resource/time on supporting the community is unproductive. It has become much more burden to us and consuming a lot of cycles here within the team. So what are the solutions to this problem? How can we grow this community in more healthy way? How can we involve more people including Quest support to participate and be involved in growing this community?

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I will offer some pointers as a starter and hope the team can contribute more and better ideas:

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• Give some incentive such as adding points to the participating users, give more points and incentives to users who helped answer questions in the community. The more points a user has, the quicker we will respond to his own question. Or we can come up with other way of rewarding active users.

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• Avoid duplicate questions by slow responding to a question that is already answered on the forum and say no more but asking user to search (not even provide the direct link if we know it)

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• Involve support engineer with the community site more, ask them to post questions on community site if it seems to be a common, non-specific problem instead of contacting us via email back and forth. More involvement with the community site may allow them to respond or answer one or more questions that they can provide.

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• Make it as a policy to only answer questions posted online after 12 or 24 hours or more from development team.

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• Publish on head board policies so every users of the community site knows about benefits when they contribute not just questions but answers. We used to see many users contribute solutions at the very beginning and now it died, probably because we are too actively on the site in the past.

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Let’s fire up discussions on this and we will summarize at the end what we could do.

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[Author]

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