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On	
  the	
  Socialness	
  of	
  So/ware	
  




        Walid	
  Maalej	
  –	
  UTS	
  /	
  HCTD	
  –	
  Dec.	
  	
  2011	
  
                                                                        1	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  	
  


      3	
     SSE	
  Framework	
  


      4	
     Research	
  Challenges	
  


                                              2	
  
User	
  Involvement	
  is	
  CriHcal	
  for	
  the	
  Success	
  of	
  
So/ware	
  Projects	
  

  Reasons	
  for	
  canceled	
  projects	
                                Factors	
  of	
  success	
  


  Incomplete	
  Requirements	
   13%	
                     Customer/User	
  involvement	
   16%	
  
  No	
  customer	
  requirements	
   12%	
                 Ex.	
  Management	
  support	
                          14%	
  
  Lack	
  of	
  resources	
              11%	
             Clear	
  Statement	
  of	
  	
                          13%	
  
  Unrealis9c	
  expecta9ons	
            10%	
             requirements	
  
  Uncontrolled	
  changes	
  of	
  	
   9%	
               Proper	
  planning	
                                    10%	
  
  requirements	
                                           Realis9c	
  expecta9ons	
                               8%	
  




                                        [Standish	
  Group	
  2003,	
  	
  recent	
  studies	
  with	
  similar	
  results]	
     3	
  
State	
  of	
  the	
  Art	
  of	
  User	
  Involvement…	
  

           …in	
  processes	
                                         …in	
  systems
                                                                                   	
  
   •  Conven9onal	
  soRware	
                            •  Heterogeneous,	
  vendor	
  
      processes	
  are	
  transac'onal	
                     specific	
  feedback	
  interfaces	
  
      regarding	
  users	
  are	
  pure	
                 •  User	
  input	
  is	
  difficult	
  to	
  
      consumers	
                                            provide	
  since	
  full	
  context	
  
   •  Users	
  involved	
  in	
                              informa9on	
  must	
  be	
  entered	
  
      requirements	
  ac9vi9es	
                          •  There	
  is	
  no	
  feedback	
  on	
  the	
  
   •  “2nd	
  class	
  ci9zen”	
                             user	
  feedback	
  




                  Serious	
  problems	
  can	
  emerge	
  from	
  this	
  situa9on	
  

                                                                          [Maalej	
  et	
  al.	
  OOPSLA	
  2009]	
     4	
  
Consequence	
  1:	
  LiWle	
  or	
  no	
  indicators	
  
about	
  real	
  so/ware	
  usage	
  
     Only	
  download	
  or	
  sales	
  numbers	
  
6	
  
Consequence	
  2:	
  Valuable	
  experiences	
  
and	
  volunteered	
  resources	
  get	
  lost	
  
    Knowledgeable	
  users	
  are	
  unable	
  to	
  
    contribute	
  easily	
  	
  
Eric	
  von	
  Hippel	
  of	
  M.I.T.,	
  leR,	
  and	
  Nathaniel	
  Sims,	
  
with	
  hospital	
  devices	
  Sims	
  has	
  modified.	
  Von	
  Hippel	
  
says	
  users	
  can	
  improve	
  on	
  products.	
  




                                                                                  [The	
  New	
  York	
  Times,	
  2007]	
     8	
  
Consequence	
  3:	
  Frustrated	
  users	
  can	
  
harm	
  the	
  reputaHon	
  of	
  so/ware!	
  

    Users	
  organize	
  communi9es	
  against	
  
    the	
  soRware	
  
10	
  
11	
  
Our	
  Vision	
  




1.  Revolutionizing the role of end users 
2.  Dissolve the boundaries to software engineers
3.  Make software processes and systems social

                                                     12	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  	
  


      3	
     SSE	
  Framework	
  


      4	
     Research	
  Challenges	
  


                                              13	
  
Socialness	
  of	
  So/ware	
  
   Socialness	
  is	
  the	
  degree	
  of	
  involvement	
  of	
  its	
  users	
  and	
  their	
  
   communi3es	
  in	
  the	
  so4ware	
  lifecycle	
  

                                       User	
  involvement	
  
                               •  AcHvely	
  work	
  on	
  specific	
  project	
  ac9vity	
  
                                  (e.g.	
  tes9ng,	
  documenta9on,	
  development)	
  
                               •  Influence	
  management	
  or	
  engineering	
  decision	
  	
  
                                  (e.g.	
  give	
  feedback,	
  vote)	
  


                                 Community	
  involvement	
  
                               •  Externalize	
  important	
  knowledge	
  
                               •  Share	
  common	
  interests	
  

                                                                                                      14	
  
Benchmarking	
  Socialness	
  


                          CollaboraHve	
  	
                 Social	
  	
  
User	
  Involvement	
  




                            So/ware	
                       So/ware	
  




                          TransacHonal	
                     Popular	
  	
  
                            So/ware	
                       So/ware	
  



                                   Community	
  Involvement	
  
                                                                               15	
  
Measuring	
  User	
  Involvement	
  
                                           ContribuHon	
  	
  
                                             Quality	
  
                                    How	
  is	
  the	
  quality	
  of	
  
                                    the	
  contribu9on?	
  
                                                                             2	
               ContribuHon	
  	
  
                                          1	
  
                                                                                               Explicitness	
  

       ContribuHon	
  	
                                                                     Is	
  the	
  contribu9on	
  
         Means	
                                          Individual	
                       explicit	
  (intended)	
  or	
  
                                                           Metrics	
  	
                     implicit?	
  
 Is	
  the	
  contribu9on	
  	
  
 integrated	
  into	
  the	
  
 work	
  environment?	
  	
                                                          3	
  
                                                  4	
              ContribuHon	
  
                                                                      Time	
  
                                                    Does	
  the	
  contribu9on	
  	
  
                                                    occur	
  during	
  the	
  user	
  tasks?	
  
                                                                                                                                16	
  
Measuring	
  Community	
  Involvement	
  
                                           Community	
  	
  
                                                  Size	
  
                                       How	
  many	
  members	
  
                                       does	
  the	
  soRware	
  
                                       community	
  have?	
                                    Community	
  	
  
                                                                               2	
  
                                                                                                 AcHvity	
  
                                           1	
  
                                                                                               How	
  is	
  the	
  
   Community	
  	
  
                                                                                               communica9on	
  	
  
  AWracHveness	
                                           Community	
  	
  
                                                           Community	
  	
                     volume	
  and	
  topic	
  
                                                             Metrics	
  	
  
                                                             Metrics	
  	
  
  How	
  is	
  the	
  ra9o	
  of	
                                                             varia9on	
  in	
  the	
  
  member	
  gain	
  and	
                                                                      community?	
  
  member	
  loss?	
                                                                    3	
  
                                                   4	
               Community	
  
                                                                    Interweaving	
  
                                          How	
  is	
  the	
  ra9o	
  of	
  contributors	
  
                                          in	
  the	
  whole	
  community?	
  
                                                                                                                            17	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  


      3	
     SSE	
  Framework	
  


      4	
     Research	
  Challenges	
  


                                           18	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  


      3	
     SSE	
  Framework	
  

                    Process	
  

                    Architecture	
  	
  
                                           19	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  


                   Systematic
                   Analysis
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                        Time



                                                               20	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Con9nuous	
  gathering	
  of	
  
                                             context	
  informa9on	
  to	
  
                                             understand	
  circumstances	
  
                   Systematic                under	
  which	
  a	
  user	
  
                   Analysis                  provides	
  feedback	
  
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                           Time



                                                                                  21	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Systema9c	
  observa9on	
  of	
  
                                             user	
  communi9es	
  to	
  
                                             gather	
  input	
  and	
  benefit	
  
                   Systematic
                                             from	
  social	
  dynamics	
  
                   Analysis
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                               Time



                                                                                      22	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Proac9vely	
  ask	
  users	
  to	
  
                                             provide	
  individual	
  and	
  
                                             social	
  feedback	
  to	
  improve	
  
                   Systematic                soRware	
  (e.g.	
  in	
  problem	
  
                   Analysis                  situa9ons)	
  
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                                 Time



                                                                                        23	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Reduce	
  the	
  amount	
  of	
  
                                             informa9on	
  for	
  engineers	
  
                                             and	
  iden9fy	
  conflic9ng	
  
                   Systematic
                                             preferences	
  
                   Analysis
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                             Time



                                                                                    24	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Give	
  users	
  the	
  possibility	
  
                                             to	
  influence	
  ac9ons	
  
                                             triggered	
  by	
  the	
  analysis	
  
                   Systematic
                                             (e.g.	
  vote,	
  rate,	
  comment)	
  
                   Analysis
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                                  Time



                                                                                         25	
  
SNAIL:	
  A	
  Social	
  So/ware	
  Engineering	
  
Process	
  
                                             Inform	
  users	
  about	
  
                                             engineering	
  decisions	
  and	
  
                                             ra9onale	
  and	
  propagate	
  
                   Systematic
                                             changes	
  to	
  soRware	
  
                   Analysis
                                Engi-
                                neering
                                Decision
       Proactive
       Feedback
                       Update
                                     User Observation
                        Community Observation
                                                                              Time



                                                                                     26	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  


      3	
     SSE	
  Framework	
  

                    Process	
  

                    Architecture	
  	
  
                                           27	
  
FastFix	
  Reference	
  Architecture	
  
                                             Applica9on	
  Usage	
  	
  
     Target	
  Applica9on	
  
                                                  Environment	
  

                              Social	
  Engineering	
  Client	
  
                                                                             Social	
  
            Context	
                    User	
  Feedback	
  
            System	
                        System	
                         Media	
  

 Communica9on	
  System	
             Social	
  Media	
  Bridge	
  



                             Social	
  Engineering	
  Center	
  
 Communica9on	
  System	
             Social	
  Media	
  Bridge	
  

  User	
  Feedback	
  Analysis	
         Back-­‐Feedback	
                 Community	
  
            System	
                        System	
  	
                     	
  Center	
  

         Applica9on	
  Engineering	
  Environment	
  	
  
                                                                                              28	
  
Context	
  ObservaHon	
  and	
  Processing	
  
                                             AddiHonal	
  	
  
                                             feedback	
  
InteracHon	
  	
                                                  Feedback	
  ReporHng	
  Interface	
  
 Ontology	
                                 interact	
  

                                                                 Context	
  System	
   trigger	
  
                                                                                                   	
  problem	
  
                                                                                              	
  P	
  roblem	
  
                                                                                                       problem	
  
                                    ApplicaHon	
  	
  
                                     sensors	
  
                                                                  ElicitaHon	
  
                                                                                   events	
   Session-­‐	
  
                                                                                               izaHon	
  
ExecuHon	
  
                       OS	
  	
         Exec.	
  Env.	
  
Ontology	
                                                                             update	
  
                     sensors	
           sensors	
  
                                                                             User	
  Profile	
  


                                                                            www.teamweaver.org	
  
                                                                            www.fasaixproject.eu	
  	
               29	
  
Unified	
  Interface	
  for	
  User	
  Feedback	
  
                                   SNAIL Feedback
                                   Report
                     Provide feedback
                     Use this form to report on your experience.

               I did not understand the export dialog. It said export to, but
               instead it only saved the document to the specified folder.



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Community	
  Center	
  on	
  Social	
  Media	
  


               SNAIL Community Center


      Help others                   Development corner       Future directions
      Help other users with         Contribute to make the   Influence the future
      their problems.               software better.         development directions.
      Documentation                 Feature request list     Request feature
      Discussions                   List of known errors     Vote on features
      Knowledgebase                 Source code repository   Vote on release plan


      Get information               Provide feedback         Test bed
      Browse through the know-      Report on your exper-    Perform tests of early
      ledgebase or ask questions.   ience.                   versions.
      Documentation                 Report error             Beta download page
      Discussions                   Request modification     Release plan
      Knowledgebase                 Report experience        Source code repository




                                                                                       31	
  
Example	
  of	
  Community	
  Center	
  FuncHonality	
  	
  


                 SNAIL Feature Requests


       Influence future directions
       On this page you can request new features and vote on existing ones.
       Request new feature

                                                                                   Creator:
        1746         Add a PDF export feature.
                     Currently files can only be saved in the proprietary SNL
         votes       format. Interchange with other platforms would be a very
                                                                                    Dennis
           !"#       important feature.
                                               Add comment     View comments     (17 features)


                                                                                   Creator:
        1031         It would be helpful to be able to compare two documents.
                     Currently this is only possible using a workaround.
         votes
                                                                                     Walid
           !"#                                 Add comment       View comments   (19 features)




                                                                                                 32	
  
Example	
  of	
  User	
  Feedback	
  Analysis	
  


                    SNAIL Social Analytics


         Documentation statistics
         This page shows statistics about the documentation of SNAIL written by users.

      Documented Features
                                                                                         2000


                                                                                         1000


       April 2011            May 2011         June 2011        July 2011



         Visualization options
        Overall statistics     By component




                                                                                                33	
  
Outline	
  of	
  the	
  Talk	
  

      1	
     MoHvaHon	
  


      2	
     So/ware	
  Socialness	
  


      3	
     SSE	
  Framework	
  


      4	
     Research	
  Challenges	
  


                                           34	
  
Challenges	
  for	
  So/ware	
  Socialness	
  
                                                     Scalability	
  
                                           Huge	
  amount	
  of	
  gathered	
  
       Cultural	
  Issues	
                  (unstructured)	
  data	
  	
             ContribuHon	
  Quality	
  
                                             complicates	
  manual	
  	
  
   Accep9ng	
  users	
  as	
                                                             Unpredictable	
  
                                                     analysis	
  
 contributors	
  requires	
  a	
                                                       content	
  and	
  varying	
  
    paradigm	
  shiR	
  in	
                                                           quality,	
  complicates	
  
commercial	
  organiza9ons	
                                                           automated	
  analysis	
  
                                                  Different	
  types	
  
                                                   of	
  challenges	
  	
  
      Human	
  Issues	
                                                             Conflict	
  ResoluHon	
  
  Ensure	
  the	
  privacy	
  of	
                                                  Conflic9ng	
  preferences	
  
users,	
  giving	
  incenHves	
  to	
              IntegraHon	
                     and	
  input,	
  complica9ng	
  
  contribute	
  in	
  a	
  usable	
                                                manual	
  iden9fica9on	
  and	
  
                                             Diverse	
  systems	
  and	
  
  non-­‐intrusive	
  manner	
                                                        resolu9on	
  techniques	
  
                                           technologies	
  have	
  to	
  be	
  
                                          monitored	
  and	
  integrated	
  	
  
                                                                                                                       35	
  
Summary	
  of	
  the	
  Talk	
  
                 •    Degree of user and community "
 So/ware	
            involvement in the software lifecycle
Socialness	
     •    Benchmark for assessing socialness "            Making	
  user	
  
                      of software
                                                                      involvement	
          	
  
                                                                          and	
  user	
  
                 •    Social engineering process (SNAIL) "
                                                                      communiHes	
             	
  
   SSE	
              involves users thoroughly and continuously 
Framework	
      •    Reference architecture integrated into target
                                                                       a	
  first	
  order	
  
                      application and engineering environment
         concern	
  of	
  
                                                                          so/ware	
  
                                                                      systems	
  and	
  
                 •    Main challenges are in the systematic
                                                                        processes       	
  
Challenges	
          analysis of continuous user feedback
                 •    Other cultural and human challenges



                                                                                                      36	
  
For	
  Feedback,	
  QuesHons	
  and	
  CollaboraHon...	
  



        Walid Maalej 
                 Dennis Pagano
     maalejw@cs.tum.edu
             pagano@cs.tum.edu




                                                             37	
  

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On the Socialness of Software

  • 1. On  the  Socialness  of  So/ware   Walid  Maalej  –  UTS  /  HCTD  –  Dec.    2011   1  
  • 2. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness     3   SSE  Framework   4   Research  Challenges   2  
  • 3. User  Involvement  is  CriHcal  for  the  Success  of   So/ware  Projects   Reasons  for  canceled  projects   Factors  of  success   Incomplete  Requirements   13%   Customer/User  involvement   16%   No  customer  requirements   12%   Ex.  Management  support   14%   Lack  of  resources   11%   Clear  Statement  of     13%   Unrealis9c  expecta9ons   10%   requirements   Uncontrolled  changes  of     9%   Proper  planning   10%   requirements   Realis9c  expecta9ons   8%   [Standish  Group  2003,    recent  studies  with  similar  results]   3  
  • 4. State  of  the  Art  of  User  Involvement…   …in  processes   …in  systems   •  Conven9onal  soRware   •  Heterogeneous,  vendor   processes  are  transac'onal   specific  feedback  interfaces   regarding  users  are  pure   •  User  input  is  difficult  to   consumers   provide  since  full  context   •  Users  involved  in   informa9on  must  be  entered   requirements  ac9vi9es   •  There  is  no  feedback  on  the   •  “2nd  class  ci9zen”   user  feedback   Serious  problems  can  emerge  from  this  situa9on   [Maalej  et  al.  OOPSLA  2009]   4  
  • 5. Consequence  1:  LiWle  or  no  indicators   about  real  so/ware  usage   Only  download  or  sales  numbers  
  • 7. Consequence  2:  Valuable  experiences   and  volunteered  resources  get  lost   Knowledgeable  users  are  unable  to   contribute  easily    
  • 8. Eric  von  Hippel  of  M.I.T.,  leR,  and  Nathaniel  Sims,   with  hospital  devices  Sims  has  modified.  Von  Hippel   says  users  can  improve  on  products.   [The  New  York  Times,  2007]   8  
  • 9. Consequence  3:  Frustrated  users  can   harm  the  reputaHon  of  so/ware!   Users  organize  communi9es  against   the  soRware  
  • 10. 10  
  • 11. 11  
  • 12. Our  Vision   1.  Revolutionizing the role of end users 2.  Dissolve the boundaries to software engineers 3.  Make software processes and systems social 12  
  • 13. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness     3   SSE  Framework   4   Research  Challenges   13  
  • 14. Socialness  of  So/ware   Socialness  is  the  degree  of  involvement  of  its  users  and  their   communi3es  in  the  so4ware  lifecycle   User  involvement   •  AcHvely  work  on  specific  project  ac9vity   (e.g.  tes9ng,  documenta9on,  development)   •  Influence  management  or  engineering  decision     (e.g.  give  feedback,  vote)   Community  involvement   •  Externalize  important  knowledge   •  Share  common  interests   14  
  • 15. Benchmarking  Socialness   CollaboraHve     Social     User  Involvement   So/ware   So/ware   TransacHonal   Popular     So/ware   So/ware   Community  Involvement   15  
  • 16. Measuring  User  Involvement   ContribuHon     Quality   How  is  the  quality  of   the  contribu9on?   2   ContribuHon     1   Explicitness   ContribuHon     Is  the  contribu9on   Means   Individual   explicit  (intended)  or   Metrics     implicit?   Is  the  contribu9on     integrated  into  the   work  environment?     3   4   ContribuHon   Time   Does  the  contribu9on     occur  during  the  user  tasks?   16  
  • 17. Measuring  Community  Involvement   Community     Size   How  many  members   does  the  soRware   community  have?   Community     2   AcHvity   1   How  is  the   Community     communica9on     AWracHveness   Community     Community     volume  and  topic   Metrics     Metrics     How  is  the  ra9o  of   varia9on  in  the   member  gain  and   community?   member  loss?   3   4   Community   Interweaving   How  is  the  ra9o  of  contributors   in  the  whole  community?   17  
  • 18. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness   3   SSE  Framework   4   Research  Challenges   18  
  • 19. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness   3   SSE  Framework   Process   Architecture     19  
  • 20. SNAIL:  A  Social  So/ware  Engineering   Process   Systematic Analysis Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 20  
  • 21. SNAIL:  A  Social  So/ware  Engineering   Process   Con9nuous  gathering  of   context  informa9on  to   understand  circumstances   Systematic under  which  a  user   Analysis provides  feedback   Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 21  
  • 22. SNAIL:  A  Social  So/ware  Engineering   Process   Systema9c  observa9on  of   user  communi9es  to   gather  input  and  benefit   Systematic from  social  dynamics   Analysis Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 22  
  • 23. SNAIL:  A  Social  So/ware  Engineering   Process   Proac9vely  ask  users  to   provide  individual  and   social  feedback  to  improve   Systematic soRware  (e.g.  in  problem   Analysis situa9ons)   Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 23  
  • 24. SNAIL:  A  Social  So/ware  Engineering   Process   Reduce  the  amount  of   informa9on  for  engineers   and  iden9fy  conflic9ng   Systematic preferences   Analysis Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 24  
  • 25. SNAIL:  A  Social  So/ware  Engineering   Process   Give  users  the  possibility   to  influence  ac9ons   triggered  by  the  analysis   Systematic (e.g.  vote,  rate,  comment)   Analysis Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 25  
  • 26. SNAIL:  A  Social  So/ware  Engineering   Process   Inform  users  about   engineering  decisions  and   ra9onale  and  propagate   Systematic changes  to  soRware   Analysis Engi- neering Decision Proactive Feedback Update User Observation Community Observation Time 26  
  • 27. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness   3   SSE  Framework   Process   Architecture     27  
  • 28. FastFix  Reference  Architecture   Applica9on  Usage     Target  Applica9on   Environment   Social  Engineering  Client   Social   Context   User  Feedback   System   System   Media   Communica9on  System   Social  Media  Bridge   Social  Engineering  Center   Communica9on  System   Social  Media  Bridge   User  Feedback  Analysis   Back-­‐Feedback   Community   System   System      Center   Applica9on  Engineering  Environment     28  
  • 29. Context  ObservaHon  and  Processing   AddiHonal     feedback   InteracHon     Feedback  ReporHng  Interface   Ontology   interact   Context  System   trigger    problem    P  roblem   problem   ApplicaHon     sensors   ElicitaHon   events   Session-­‐   izaHon   ExecuHon   OS     Exec.  Env.   Ontology   update   sensors   sensors   User  Profile   www.teamweaver.org   www.fasaixproject.eu     29  
  • 30. Unified  Interface  for  User  Feedback   SNAIL Feedback Report Provide feedback Use this form to report on your experience. I did not understand the export dialog. It said export to, but instead it only saved the document to the specified folder. Tag your report Use tags to help other users find your report and to help engineers understand your experience. export, usability, difficulty Mark similar reports SNAIL has found reports that are similar to yours. Help to focus by selecting relevant similar reports. Show similar reports Share with the community I agree to make this experience report public to create awareness about my experience in the community. Context information included This report will contain additional context information that helps to understand your experience. Show additional information 30  
  • 31. Community  Center  on  Social  Media   SNAIL Community Center Help others Development corner Future directions Help other users with Contribute to make the Influence the future their problems. software better. development directions. Documentation Feature request list Request feature Discussions List of known errors Vote on features Knowledgebase Source code repository Vote on release plan Get information Provide feedback Test bed Browse through the know- Report on your exper- Perform tests of early ledgebase or ask questions. ience. versions. Documentation Report error Beta download page Discussions Request modification Release plan Knowledgebase Report experience Source code repository 31  
  • 32. Example  of  Community  Center  FuncHonality     SNAIL Feature Requests Influence future directions On this page you can request new features and vote on existing ones. Request new feature Creator: 1746 Add a PDF export feature. Currently files can only be saved in the proprietary SNL votes format. Interchange with other platforms would be a very Dennis !"# important feature. Add comment View comments (17 features) Creator: 1031 It would be helpful to be able to compare two documents. Currently this is only possible using a workaround. votes Walid !"# Add comment View comments (19 features) 32  
  • 33. Example  of  User  Feedback  Analysis   SNAIL Social Analytics Documentation statistics This page shows statistics about the documentation of SNAIL written by users. Documented Features 2000 1000 April 2011 May 2011 June 2011 July 2011 Visualization options Overall statistics By component 33  
  • 34. Outline  of  the  Talk   1   MoHvaHon   2   So/ware  Socialness   3   SSE  Framework   4   Research  Challenges   34  
  • 35. Challenges  for  So/ware  Socialness   Scalability   Huge  amount  of  gathered   Cultural  Issues   (unstructured)  data     ContribuHon  Quality   complicates  manual     Accep9ng  users  as   Unpredictable   analysis   contributors  requires  a   content  and  varying   paradigm  shiR  in   quality,  complicates   commercial  organiza9ons   automated  analysis   Different  types   of  challenges     Human  Issues   Conflict  ResoluHon   Ensure  the  privacy  of   Conflic9ng  preferences   users,  giving  incenHves  to   IntegraHon   and  input,  complica9ng   contribute  in  a  usable   manual  iden9fica9on  and   Diverse  systems  and   non-­‐intrusive  manner   resolu9on  techniques   technologies  have  to  be   monitored  and  integrated     35  
  • 36. Summary  of  the  Talk   •  Degree of user and community " So/ware   involvement in the software lifecycle Socialness   •  Benchmark for assessing socialness " Making  user   of software involvement     and  user   •  Social engineering process (SNAIL) " communiHes     SSE   involves users thoroughly and continuously Framework   •  Reference architecture integrated into target a  first  order   application and engineering environment concern  of   so/ware   systems  and   •  Main challenges are in the systematic processes   Challenges   analysis of continuous user feedback •  Other cultural and human challenges 36  
  • 37. For  Feedback,  QuesHons  and  CollaboraHon...   Walid Maalej Dennis Pagano maalejw@cs.tum.edu pagano@cs.tum.edu 37