Delivering and logging Community Success Hours

Delivering and logging Community Success Hours#

2i2c team members deliver Community Success Hours by:

  • Responding to complex support questions, which we track on GitHub.

  • Attending and supporting community planning meetings.

  • Offering ongoing Slack-based consultation.

  • Providing expert guidance on JupyterHub, image management, and open science workflows.

  • Supporting grant co-writing and open science governance structures.

Community Success Hours can be proactively recommended to a community by any team member. Most commonly a community asks for help via a FreshDesk ticket or a question in a meeting.

How to log CSH activity#

There are two ways to log CSH activity - use whichever fits your workflow, but log a given task in only one of them (see Tracking time on tasks):

  • GitHub - best if you’re already tracking work in GitHub (e.g., engineering work). The instructions below show how to set it up to automatically sync the issue to Asana.

  • Asana - best if you need to log something retroactively or your work isn’t tied to a GitHub issue.

Before logging new activity with either method, check that the engagement’s Total Time has not already significantly exceeded the community’s contracted hours.

Logging via GitHub#

  • Create a new issue in GitHub.

  • Include the community’s name and specific contact people for the request; if the request came from FreshDesk, add the FreshDesk link.

  • Mark GitHub issues on the P&S Project Board with the label CSH to indicate this is Community Success Hours activity.

  • A GitHub automation will automatically create a corresponding task in Asana. Updates to the title, description, assignee, GitHub Hours, and issue status sync one-directionally from GitHub to Asana (changes made in Asana will be overwritten).

  • If the issue has sub-issues, they sync automatically as subtasks of the Asana task. You don’t need to label each sub-issue.

  • Close the issue as Completed to mark the Asana task done. Closing it for any other reason (Not planned, Duplicate) removes the Asana task instead, since the work wasn’t delivered.

Logging via Asana#

  • Go to Active Engagements in Asana.

  • Find the community you’re doing CSH for and click it. Find the Community Success Hours sub-task for that community.

  • Create a new sub-task directly undern the Community Success Hours task.

  • Log your time on the sub-task with Asana’s built-in timer (the Actual time field).

  • Ignore the other fields (e.g., GitHub URL is just for the automated workflow above)

How to deliver Community Success Hours#

  • Read any context about the community’s problem and questions in the GitHub card.

  • Reach out to the community contact to offer your time; that typically requires scheduling a call with the community - sending them your Cal.com link is helpful.

  • When you meet or exchange emails, listen to the community contact’s problem and offer advice. That can include existing solutions or conversations about future solutions on our public roadmap.

  • After you meet, add notes about any outcome or follow up action to the GitHub card.

  • When the task is complete, follow How to log CSH activity.

Counting hours#

  • Hours are counted per-person. If two staff members attend a 1-hour meeting, log 2 hours total.

  • Include follow-up work (e.g., writing a summary, drafting a blog post) in the same GitHub issue and add that time to the hours you log there.

Managing CSH work (Engagement Management and Community Relations)#

  • Ensure New Engagements are created in Asana

  • Validate that CSH tasks are associated with the correct community and correct Community Success Hours task.

  • Confirm tasks that have been completed but have no time logged (Total Time is empty). If needed, estimate the time based on the description of the task.

  • Flag communities to BD that are either exceeding or underusing their expected Community Success Hours

Reporting back to the community (BD)#

  • Review the list of sub-tasks completed under Community Success Hours will be information on the community-specific delivery work that 2i2c has completed.

  • Ensure that the Hours Total associated with the each Community Success Hours task is consistent with any service agreement or contract 2i2c has with a community.

  • Communicate with the community about what has been accomplished under Community Success Hours and identify future opportunities.