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:

  • 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 Hours Spent has not already significantly exceeded Hours Total in Asana.

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 (csh-sync) will automatically create a corresponding task in Asana. Updates to the title, description, hours spent, and issue status sync one-directionally from GitHub to Asana (changes made in Asana will be overwritten).

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.

  • Add a Date and Hours spent for the task.

  • Ignore the other fields (e.g., GitHub Issue 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 Hours Spent.

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 do not have Hours Spent. If needed, estimate the Hours Spent 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.