Michael,

Thank you for this feedback. I’d like to use this opportunity to engage further on a few of the points made; not as a debate, just as a demonstration that we are always looking to improve and to identify actions that can be taken to ensure you have a better experience in the future. I think it important to show that we are actively moderating this community from many different perspectives; not just to you, but the entire community.

But in order to have any further discussion, I want to be clear that I don’t want to continue involving individual team members in it. We provide means to contact our moderators over on the right panel, you may contact our team anytime to discuss issues with other participants.

That out of the way, let me start with your last point. There is little-to-no lecturing when it comes to tone in this community beyond: “Try your best not to read tone into the discussions that happen in this community.” One of the big weaknesses of online communication is it is a poor purveyor of tone (unless loaded with emojis and emoticons :)). I’ll take your feedback and certainly look into if there are better ways to phrase responses. But this is no simple task; especially as a truly global community where something that seems like an innocuous statement in one region can be read with different meaning in another. 

Are there opportunities to improve? Yes. But even in our effort to do so, the best rule of thumb is to read no tone into other participant’s responses beyond, “I’m responding because I sincerely want to help you.”

Now, focusing on this thread and some of the issues you cited. First, my apologies that it took longer than expected to get any response. I can tell you and all our participants that continuing to scale our responsiveness is our top-most priority. The PSC is in the midst of an incredibly accelerated growth period. For perspective, community activity and traffic grew by 25% from January to February. While this is great for the future health of this community, it means things that worked for us at a certain volume, may not be as effective at a significantly increased one. This is not an excuse, but statement of reality. It’s on us to continue iterating and improving for sustained success.

As we do, I refer everyone back to our moderators. We have this team in place for a reason. Not to directly answer questions, but to keep the community active, engaged, and professional. If, in the future, something has gone what you consider an unreasonable amount of time without a response, let our moderators know and they’ll engage with the SME to let them know they’ve got something they need of follow-up on.

In addition, if you’ve received more information from on-site resources or have spun up associated SRs with GCS, let the moderation team know and they can make those connections to ensure these posts reflect the full picture for you and everyone else who comes across them in the future.

Our team built this community on the belief that, while there will always be a need for SRs to do deep-dive/urgent investigations that can’t be done in an space like this, the majority of issues developers encounter on a day-to-day basis can be addressed through an open and collaborative community of engaged Pega developers. And it was built on the premise this vision only works if every participant knows that this is a safe and active space to participate; something we provide through a team of dedicated community moderators.

Again, I look forward to your continued engagement on the PSC. And if this response achieves anything, I hope it is moving forward you and all of our participants read responses you get from any Pega Employee to have one unified tone: We are here to help you.

Thanks.

B.