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Docs Feedback Triage

文档反馈分诊

Use this skill to turn developer documentation feedback into valid, actionable, prioritized work. It helps agents avoid treating every comment as equal while preserving user evidence.
This skill is derived from Docs for Developers: An Engineer's Field Guide to Technical Writing, especially Chapter 8, "Gathering and integrating feedback." It is expanded with paraphrased guidance from Christopher Gales and the Splunk Documentation Team's The Product Is Docs: Writing Technical Documentation in a Product Development Group, especially Chapter 5, "Customer Feedback and Community," Chapter 18, "Working with Customer Support," and Chapter 20, "Working with the Field." Do not copy book prose into user outputs. Source: https://link.springer.com/book/10.1007/978-1-4842-7217-6
使用本Skill将开发者文档反馈转化为有效、可执行、优先级明确的工作。它可帮助Agent在保留用户证据的同时，避免对所有反馈一视同仁。
本Skill改编自《Docs for Developers: An Engineer's Field Guide to Technical Writing》，尤其是第8章“收集与整合反馈”。同时补充了Christopher Gales与Splunk文档团队所著《The Product Is Docs: Writing Technical Documentation in a Product Development Group》中的相关指导（经转述），重点参考了第5章“客户反馈与社区”、第18章“与客户支持团队协作”及第20章“与现场团队协作”。请勿将书籍原文直接复制到用户输出中。来源：https://link.springer.com/book/10.1007/978-1-4842-7217-6

Quick Start

快速开始

  1. Load 
    guidelines.md
    to choose the smallest useful reference set.
  2. Identify feedback source, affected doc, user impact, response need, and whether the issue is docs-owned.
  3. Test validity, actionability, and importance before recommending work.
  4. Use 
    workflows/triage-doc-feedback.md
    for a full triage pass.
  5. Close the loop with users or source teams when the feedback changes product, support, or docs work.
  1. 加载 
    guidelines.md
    以选择最小可用参考集。
  2. 确定反馈来源、受影响文档、用户影响、响应需求，以及该问题是否归文档团队负责。
  3. 在推荐工作项前，先验证其有效性、可执行性和重要性。
  4. 使用 
    workflows/triage-doc-feedback.md
    完成完整的分诊流程。
  5. 当反馈促使产品、支持或文档工作发生变更时，与用户或来源团队闭环跟进。

Default Output

默认输出

When triaging feedback, return:
  1. Feedback summary - source, affected doc, user type, and reported problem.
  2. Classification - valid/invalid/needs research, docs/product/support issue, duplicate status.
  3. Actionability - reproducible, scoped, and fixable information.
  4. Priority - severity and rationale.
  5. Recommended action - doc fix, routing, follow-up, or no action.
  6. Follow-up - user response, owner, and evidence to collect.
分诊反馈时，需返回以下内容：
  1. 反馈摘要 - 来源、受影响文档、用户类型及上报问题。
  2. 分类 - 有效/无效/需调研、文档/产品/支持问题、重复状态。
  3. 可执行性 - 可复现性、范围界定及可修复性相关信息。
  4. 优先级 - 严重程度及判定依据。
  5. 建议行动 - 文档修复、转交、跟进或不处理。
  6. 跟进事项 - 用户回复、负责人及待收集证据。

Contents

目录

NeedStart Here
Understand feedback channels
references/core/knowledge.md
Apply triage rules
references/core/knowledge.md
See triage examples
references/core/knowledge.md
Triage feedback
workflows/triage-doc-feedback.md
Route by task
guidelines.md
需求从这里开始
了解反馈渠道
references/core/knowledge.md
应用分诊规则
references/core/knowledge.md
查看分诊示例
references/core/knowledge.md
反馈分诊
workflows/triage-doc-feedback.md
按任务转交
guidelines.md

Core Posture

核心原则

  • Feedback is evidence, not a direct order.
  • Distinguish docs problems from product, support, pricing, or policy problems.
  • Prioritize by user impact and fixability.
  • Treat public/community feedback as both support signal and trust-building opportunity.
  • Follow up when users took time to report a real issue.
  • 反馈是证据，而非直接指令。
  • 区分文档问题与产品、支持、定价或政策问题。
  • 按用户影响程度和可修复性确定优先级。
  • 将公开/社区反馈视为支持信号，同时也是建立信任的机会。
  • 对于用户花时间上报的真实问题，要跟进处理。