Managing support requests in open source software project: The role of online forums

The use of free and open source software (OSS) is gaining momentum due to the ever increasing availability and use of the Internet. Organizations are also now adopting open source software, despite some reservations, in particular regarding the provision and availability of support. Some of the biggest concerns about free and open source software are post release software defects and their rectification, management of dynamic requirements and support to the users. A common belief is that there is no appropriate support available for this class of software. A contradictory argument is that due to the active involvement of Internet users in online forums, there is in fact a large resource available that communicates and manages the provision of support. The research model of this empirical investigation examines the evidence available to assess whether this commonly held belief is based on facts given the current developments in OSS or simply a myth, which has developed around OSS development. We analyzed a dataset consisting of 1880 open source software projects covering a broad range of categories in this investigation. The results show that online forums play a significant role in managing software defects, implementation of new requirements and providing support to the users in open source software and have become a major source of assistance in maintenance of the open source projects.

Downsides of Using Inadequate Open Source Software Processes and Licenses within Standard Development Organizations

One of the recurrent themes in open source software research is to understand the impacts of various project characteristics on its success. Open source software (OSS) projects rely on voluntary participation of developers and tend to be continually in development. Hence, an important measure of success is the time it takes for an OSS project to release a stable version to its users. However, there is little research on this success measure and how the OSS characteristics enable or delay the progress towards stable release. In this study, we use survival analysis technique on open source project data to explore the impacts of OSS characteristics on the time it takes to release stable software versions. We find that when compared to the interest of developers in the project, interest of end-users has a greater positive effect on an OSS project progress towards stable release. Our findings also suggest that the use of C and C-like programming languages or a Weak-Copyleft license for the open source project negatively impact the project’s time to reach stable status. In OSS projects less than 8 months since becoming public, the use of a Strong-Copyleft license positively affects the project’s progress. One of the implications of our findings is that OSS project administrators should control software change requests or form smaller developer groups to better control the delays due to higher developer interest in their projects.

Community-based Open Source Software (OSS) projects are generally self-organized and dynamic, receiving contributions from volunteers spread across the globe. These communities' survival, long-term success, and continuity demand a constant influx of newcomers. However, newcomers face many barriers when making their first contribution to an OSS project, leading in many cases to dropouts. Therefore, a major challenge for OSS projects is to provide ways to support newcomers during their first contribution. In this thesis, our goal was to identify and understand the barriers newcomers face and provide appropriate strategies to lower these barriers. Toward this end, we conducted multiple studies, using multiple research methods. To identify the barriers, we used data collected from: semi-structured interviews with 35 developers from 13 different projects; 24 answers to an open questionnaire conducted with OSS developers; feedback from 9 graduate and undergraduate students after they tried to join OSS projects; and 20 primary studies gathered via a systematic literature review. The data was analyzed using Grounded Theory procedures: namely, open and axial coding. Subsequently, the analysis resulted in a preliminary conceptual model composed of 58 barriers grouped into six categories: cultural differences, newcomers' characteristics, reception issues, newcomers' orientation, technical hurdles, and documentation problems. Based on the conceptual model, we developed FLOSScoach, a portal to support newcomers making their first OSS project contribution. To assess the portal, we conducted a study with undergraduate students, relying on qualitative data from diaries, self-efficacy questionnaires, and the Technology Acceptance Model. By applying the model to a practical application and assessing it, we could evaluate and improve the barriers model, changing it according to improvements identified during the conception of the tool, as well as suggestions received from the study participants. The FLOSScoach study results indicate that the portal played an important role guiding newcomers and lowering barriers related to the orientation and contribution process, whereas it was inefficient in lowering technical barriers. We also found that the portal is useful, easy to use, and increased newcomers' confidence to contribute. The main contributions of this thesis are: (i) empirical identification and modeling of barriers faced by OSS project newcomers; and (ii) a portal providing information to support OSS project newcomers.

An Open Source Software (OSS) project can be considered as a new type of business entity involving various roles and stakeholders, e.g., project managers, developers, and users, who apply individual methods. The project managers have the responsibility to manage the OSS development in a way that the OSS product can be delivered to the customers in time and with good quality. This responsibility is challenging, because the heterogeneity of the data collected and analyzed from different stakeholders leads to the complexity of efforts of the project managers to measure and manage OSS projects. In this paper, we propose a measurement framework (OSMF) to enable the project managers to collect and analyze process data from OSS projects efficiently. Initial results show that OSMF can help project managers to manage OSS business processes more efficient, hence improve the decision on OSS project quality.

<p>The purpose of this research was to identify factors that affect participants’ satisfaction with their experience of a free/libre open source software (FLOSS) project. The research built on existing models of user satisfaction from the information systems literature, and also incorporated two characteristics of FLOSS projects first identified by Ye, Nakakoji, Yamamoto, and Kishida (2005), product openness and process openness. The central research question it answered was, What factors influence participant satisfaction with a free/libre and open source application software project? Richard Stallman’s reasons for setting up the GNU project and the Free Software Foundation arose from his frustration at being forced to be a passive user of software used for a Xerox printer. These suggest that being able to be an active participant in a FLOSS project is one factor that should be examined, and therefore the first sub-question this project answers is, What types of contributions do participants make to free/libre and open source software projects? Several studies have shown that the extent of participation in a FLOSS project varies from individual to individual, and this variation leads to the second sub-question, Do the factors that influence satisfaction vary for different types of participation? If so, in what way? A preliminary conceptual model of factors affecting participant satisfaction was developed, reflecting the key concepts identified in the literature. The main theoretical goal of this research was to test the model using empirical data. The research used a sequential, mixed methods approach. The first, qualitative stage involved reviewing documents from selected projects and interviewing a purposive sample of FLOSS project participants. The second, quantitative stage involved an online survey of FLOSS project participants, and the data gathered were used to test the conceptual model. The results of the first stage showed that participation in FLOSS projects was a more complex construct than previously reported in the literature. Seven distinct categories of activities were identified: • use; • interaction with code; • supporting the community; • outreach; • sponsorship; • management; and • governance. Four attributes that modified these categories were also identified: organisational focus, role formality, remuneration, and time commitment. Data from 154 responses to the online survey were used to test the model using stepwise multiple regression, which determined the effect of each of the variables on overall participant satisfaction. Moderated regression analysis was used to test the effects of three potential moderating variables. The results showed that that perceived system complexity had the largest effect, decreasing satisfaction if respondents perceived that the software was complex, while project openness and perceived developer communication quality accounted for the most variance in satisfaction. The main theoretical contribution of this research lies in its extension of satisfaction studies to FLOSS communities, showing that communication and openness are more important than in conventional software projects. Its practical contribution will help people involved in the management and governance of FLOSS projects to identify ways of increasing their participants’ satisfaction, which may in turn encourage them to contribute more.</p>

<p>The purpose of this research was to identify factors that affect participants’ satisfaction with their experience of a free/libre open source software (FLOSS) project. The research built on existing models of user satisfaction from the information systems literature, and also incorporated two characteristics of FLOSS projects first identified by Ye, Nakakoji, Yamamoto, and Kishida (2005), product openness and process openness. The central research question it answered was, What factors influence participant satisfaction with a free/libre and open source application software project? Richard Stallman’s reasons for setting up the GNU project and the Free Software Foundation arose from his frustration at being forced to be a passive user of software used for a Xerox printer. These suggest that being able to be an active participant in a FLOSS project is one factor that should be examined, and therefore the first sub-question this project answers is, What types of contributions do participants make to free/libre and open source software projects? Several studies have shown that the extent of participation in a FLOSS project varies from individual to individual, and this variation leads to the second sub-question, Do the factors that influence satisfaction vary for different types of participation? If so, in what way? A preliminary conceptual model of factors affecting participant satisfaction was developed, reflecting the key concepts identified in the literature. The main theoretical goal of this research was to test the model using empirical data. The research used a sequential, mixed methods approach. The first, qualitative stage involved reviewing documents from selected projects and interviewing a purposive sample of FLOSS project participants. The second, quantitative stage involved an online survey of FLOSS project participants, and the data gathered were used to test the conceptual model. The results of the first stage showed that participation in FLOSS projects was a more complex construct than previously reported in the literature. Seven distinct categories of activities were identified: • use; • interaction with code; • supporting the community; • outreach; • sponsorship; • management; and • governance. Four attributes that modified these categories were also identified: organisational focus, role formality, remuneration, and time commitment. Data from 154 responses to the online survey were used to test the model using stepwise multiple regression, which determined the effect of each of the variables on overall participant satisfaction. Moderated regression analysis was used to test the effects of three potential moderating variables. The results showed that that perceived system complexity had the largest effect, decreasing satisfaction if respondents perceived that the software was complex, while project openness and perceived developer communication quality accounted for the most variance in satisfaction. The main theoretical contribution of this research lies in its extension of satisfaction studies to FLOSS communities, showing that communication and openness are more important than in conventional software projects. Its practical contribution will help people involved in the management and governance of FLOSS projects to identify ways of increasing their participants’ satisfaction, which may in turn encourage them to contribute more.</p>

Open Source Software (OSS) projects start with an initial vocabulary, often determined by the first generation of developers. This vocabulary, embedded in code identifier names and internal code comments, goes through multiple rounds of change, influenced by the interrelated patterns of human (e.g., developers joining and departing) and system (e.g., maintenance activities) interactions. Capturing the dynamics of this change is crucial for understanding and synthesizing code changes over time. However, existing code evolution analysis tools, available in modern version control systems such as GitHub and SourceForge, often overlook the linguistic aspects of code evolution. To bridge this gap, in this paper, we propose to study code evolution in OSS projects through the lens of developers' language, also known as code lexicon. Our analysis is conducted using 32 OSS projects sampled from a broad range of application domains. Our results show that different maintenance activities impact code lexicon differently. These insights lay out a preliminary foundation for modeling the linguistic history of OSS projects. In the long run, this foundation will be utilized to provide support for basic program comprehension tasks and help researchers gain new insights into the complex interplay between linguistic change and various system and human aspects of OSS development.

Community-based Open Source Software (OSS) projects are usually self-organized and dynamic, receiving contributions from distributed volunteers. Newcomer are important to the survival, long-term success, and continuity of these communities. However, newcomers face many barriers when making their first contribution to an OSS project, leading in many cases to dropouts. Therefore, a major challenge for OSS projects is to provide ways to support newcomers during their first contribution. In this paper, we propose and evaluate FLOSScoach, a portal created to support newcomers to OSS projects. FLOSScoach was designed based on a conceptual model of barriers created in our previous work. To evaluate the portal, we conducted a study with 65 students, relying on qualitative data from diaries, self-efficacy questionnaires, and the Technology Acceptance Model. The results indicate that FLOSScoach played an important role in guiding newcomers and in lowering barriers related to the orientation and contribution process, whereas it was not effective in lowering technical barriers. We also found that FLOSScoach is useful, easy to use, and increased newcomers' confidence to contribute. Our results can help project maintainers on deciding the points that need more attention in order to help OSS project newcomers overcome entry barriers.

The majority of contributions to community open source software (OSS) projects are made by practitioners acting on behalf of companies and other organisations. Previous research has addressed the motivations of both individuals and companies to engage with OSS projects. However, limited research has been undertaken that examines and explains the practical mechanisms or work practices used by companies and their developers to pursue their commercial and technical objectives when engaging with OSS projects. This research investigates the variety of work practices used in public communication channels by company contributors to engage with and contribute to eight community OSS projects. Through interviews with contributors to the eight projects we draw on their experiences and insights to explore the motivations to use particular methods of contribution. We find that companies utilise work practices for contributing to community projects which are congruent with the circumstances and their capabilities that support their short- and long-term needs. We also find that companies contribute to community OSS projects in ways that may not always be apparent from public sources, such as employing core project developers, making donations, and joining project steering committees in order to advance strategic interests. The factors influencing contributor work practices can be complex and are often dynamic arising from considerations such as company and project structure, as well as technical concerns and commercial strategies. The business context in which software created by the OSS project is deployed is also found to influence contributor work practices.

The method of earned value management is traditionally applied to the progress assessment of actual software projects in many IT companies. Also, Open Source Software (OSS) are used under the various situations because of cost reduction, standardization, and quick delivery. In particular, many OSS are developed and managed by using fault big data recorded on the bug tracking systems. Several research papers in terms of OSS reliability assessment have been published in the past. The fault is caused by the poor handling of effort control. Therefore, we can make a stable and safety operation for OSS system if the OSS project is appropriately managed by using the software effort. The OSS effort estimation model by using a conventional stochastic differential equation model is discussed in this paper. Then, we propose the optimal maintenance problem based on the earned value requirement. In particular, we develop the OSS project stability support tool. Furthermore, several performance illustrations of the developed software tool are shown by using the effort data under actual OSS project.

The contingent role of interproject connectedness in cultivating open source software projects

This paper focuses on the process capability index considering the irregular fluctuation of the operation of OSS. Recently, many open source software (OSS) are developed under various open source projects. Considering the characteristics of OSS, many OSS are used via the internet network, such as the software update service, software version upgrade, cloud service, HTTP server, mobile devices, etc. From the above mentioned characteristics of OSS, the debugging process and operating phase of OSS development will take an irregular fluctuation in the long term of operation. In particular, we apply Wiener process model to the noisy cases in the operation of OSS. Moreover, we compare the method of process capability assessment based on Wiener process model considering the irregular fluctuation for OSS projects with several nonhomogeneous Poisson process (NHPP) models. Also, we analyze actual data to show numerical examples of the proposed method considering the characteristics of recent OSS projects and the existing NHPP models.

Nowadays, Open Source Software (OSS) is widely used and plays a crucial role in the software industry. OSS development is a knowledge-intensive activity that requires very high levels of domain knowledge and needs to maintain the knowledge sharing environment. OSS project develop by the contribution of OSS members on its virtual community where every member can communicate and develop software together. To create new open source software needs the motivation of all members, the resources embedded in the relationship in community and the coordination of members as a virtual team to complete the OSS tasks. This study focused on the knowledge sharing in the OSS project community under the individual motivation, virtual community and virtual team perspectives. We analyzed 304 surveys collected from OSS communities and found that the extrinsic motivation, some perspectives of virtual community such as social interaction, identification and perspective of virtual team – team cognition have a direct impact on knowledge sharing of OSS project community. The study found that all the perspectives of virtual community have a significant impact on team cognition, and therefore have indirect effect on the knowledge sharing in OSS. Moreover, our results indicated that knowledge sharing has a significant impact on project performance. Implications for theory building, practical management and future research are also discussed.

But what will it cost me? How do private costs of participation affect open source software projects?