Although bug tracking systems are fundamental to support virtually any software development process, they are currently suboptimal to support the needs and complexities of large communities. This dissertation first presents a study showing empirical evidence that the traditional interface used by current bug tracking systems invites much noise—unreliable, unuseful, and disorganized information—into the ecosystem. We find that noise comes from, not only low-quality contributions posted by inexperienced users or from conflicts that naturally arise in such ecosystems, but also from the difficulty of fitting the complex bug resolution process and knowledge into the linear sequence of comments that current bug tracking systems use to collect and organize information. Since productivity in bug tracking systems relies on bug reports with accessible and realible information, this leaves contributors struggling to work on and to make sense of the dumps of data submitted to bug reports and, thus, impacting productivity.Next generation bug tracking systems should be more than a tool for exchanging unstructured textual comments. They should be an ecosystem that is tailored for collaborative knowledge building, leveraging the power of the masses to collect reliable and useful information about bugs, providing mechanisms and incentives to verify the validity of such information and mechanisms to organize such information, thus, facilitating comprehension and reasoning.To bring bug tracking systems towards this vision, we present three orthogonal approaches aiming at increasing the usefulness and realiability of contributions and organizing information to improve understanding and reasoning.To improve the usefulness and realibility of contributions we propose the addition of game mechanisms to bug tracking systems, with the objective of motivating contributors to post higher-quality content. Through an empirical investigation of Stack Overflow we evaluate the effects of the mechanisms in such a collaborative software development ecosystem and map a promissing approach to use game mechanisms in bug tracking systems.To improve data organization, we propose two complementary approaches. The first is an automated approach to data organization, creating bug report summaries that make reading and working with bug reports easier, by highlighting the portions of bug reports that expert developers would focus on, if reading the bug report in a hurry.The second approach to improve data organization is a fundamental change on how data is collected and organized, eliminating comments as the main component of bug reports. Instead of comments, users contribute informational posts about bug diagnostics or solutions, allowing users to post contextual comments for each of the different diagnosticiiior solution posts. Our evaluations with real bug tracking system users find that they consider the bug report summaries to be very useful in facilitating common bug tracking system tasks, such as finding duplicate bug reports. In addition, users found that organzing content though diagnostic and solution posts to significanly facilitate reasoning about and searching for relevant information.Finally, we present future directions of work investigating how next generation bug tracking systems could combine the use of the three approaches, such that they benefit from and build upon the results of the other approaches.Next generation bug tracking systems should be more than a tool for exchanging unstructured textual comments. They should be an ecosystem that is tailored for collaborative knowledge building, leveraging the power of the masses to collect reliable and useful information about bugs, providing mechanisms and incentives to verify the validity of such information and mechanisms to organize such information, thus, facilitating comprehension and reasoning.To bring bug tracking systems towards this vision, we present three orthogonal approaches aiming at increasing the usefulness and realiability of contributions and organizing information to improve understanding and reasoning.To improve the usefulness and realibility of contributions we propose the addition of game mechanisms to bug tracking systems, with the objective of motivating contributors to post higher-quality content. Through an empirical investigation of Stack Overflow we evaluate the effects of the mechanisms in such a collaborative software development ecosystem and map a promissing approach to use game mechanisms in bug tracking systems.To improve data organization, we propose two complementary approaches. The first is an automated approach to data organization, creating bug report summaries that make reading and working with bug reports easier, by highlighting the portions of bug reports that expert developers would focus on, if reading the bug report in a hurry.The second approach to improve data organization is a fundamental change on how data is collected and organized, eliminating comments as the main component of bug reports. Instead of comments, users contribute informational posts about bug diagnostics or solutions, allowing users to post contextual comments for each of the different diagnosticiiior solution posts. Our evaluations with real bug tracking system users find that they consider the bug report summaries to be very useful in facilitating common bug tracking system tasks, such as finding duplicate bug reports. In addition, users found that organzing content though diagnostic and solution posts to significanly facilitate reasoning about and searching for relevant information.Finally, we present future directions of work investigating how next generation bug tracking systems could combine the use of the three approaches, such that they benefit from and build upon the results of the other approaches.
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