Learning how to manage communication and support within the Webform issue queue is something that makes me very proud. I also want to keep improving everyone’s experience within the Webform issue queue. A while back, I started welcoming new contributors and saying thank you. Frequently, I have to direct general support questions to Drupal Answers. Occasionally, I have had to remind people to be mindful of their tone. I am continually seeking ways to improve my process and communication within the Webform module's issue queue.

At Drupalcon Seattle, I took part in a discussion about strategies for effective and inclusive group communication where I was introduced to the "nudge theory".

Besides nudging people towards the desired outcome, which is a healthy and sustainable Open Source collaboration, clearly defining these nudges will also make it easier for everyone to improve the overall support and community within the Webform module's issue queue.

Types of nudges

There are three types of nudges within most issue queues - they can be categorized as:

• Welcome and thank you

• Values and principles

• Guidance and directions

Welcome and thank you

Saying a proper welcome and thank you helps set the overall tone of our collaboration. The act of saying "welcome" to a new contributor establishes that we are an inclusive community where everyone is welcome to join. Saying 'Hi' (aka nudges) to new users also reminds other members of the community to be understanding and supportive of someone entering a new community.

Following up someone's contribution with a thank you comment or even handshake (aka nudges), acknowledges and values their hard work and encourages them to keep...Read More