SUMO community discussions

How do you use the forum? Question about filters

  • 8 Replies
  • Last reply by Ibai
  1. Ibai
    Ibai 301 posts
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    A little more than a month ago I started to observe how the Support Forum filters are used and I'm pretty confused about the results. I hope that you can help me understand. I talked to some people and no one seems to have a good hypothesis.

    By far the filter that is more used is "Solved" threads with 63% of the usage (18k uses in June). After that the next one is "Unsolved" with 26% of the usage. This is expected. Followed far away by "No Replies" with 5% of the usage, and "Unanswered in the last 3 days" (the one in the progress bar) covers another 3%.

    This 34% of the usage is what I suspect is used by contributors (at least these are the ones that I use and I've seen other people using).

    Finally another 3% users "My Contributions" (to follow up I suspect).

    I'm wondering if this represent what you use and if you have theories about the "Solved" ones. The main hypothesis was that it's linked from elsewhere but I couldn't find any big referral to that specific URL.

    Also, with this knowledge, can we do something to help contributors have a better flow?

    A little more than a month ago I started to observe how the Support Forum filters are used and I'm pretty confused about the results. I hope that you can help me understand. I talked to some people and no one seems to have a good hypothesis. By far the filter that is more used is "Solved" threads with 63% of the usage (18k uses in June). After that the next one is "Unsolved" with 26% of the usage. This is expected. Followed far away by "No Replies" with 5% of the usage, and "Unanswered in the last 3 days" (the one in the progress bar) covers another 3%. This 34% of the usage is what I suspect is used by contributors (at least these are the ones that I use and I've seen other people using). Finally another 3% users "My Contributions" (to follow up I suspect). I'm wondering if this represent what you use and if you have theories about the "Solved" ones. The main hypothesis was that it's linked from elsewhere but I couldn't find any big referral to that specific URL. Also, with this knowledge, can we do something to help contributors have a better flow?
  2. jscher2000 - Support Volunteer
    jscher2000 - Support Volunteer 834 posts
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    I've replied to a couple of posters who couldn't find their earlier questions with the my-contributions link. That's the one I use most of the time myself, yes, for following up.

    I've replied to a couple of posters who couldn't find their earlier questions with the my-contributions link. That's the one I use most of the time myself, yes, for following up.
  3. John99
    John99 3665 posts
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    I use the my contributions for follow up, but I am sure in the past others have said they prefer the email notifications as a follow up method, and maybe some use the RSS.

    For anyone other than a contributor the solved filter makes most sense as by definition it has answers in it. Even for a contributor it is useful as again solved threads must contain information, if it has a title and I am unsure of the answer but it is solved maybe I will learn something. Of course we also know the unsolved threads may in fact be solved or have good information in them but casual visitors do not know that.

    I use the my contributions for follow up, but I am sure in the past others have said they prefer the email notifications as a follow up method, and maybe some use the RSS. For anyone other than a contributor the solved filter makes most sense as by definition it has answers in it. Even for a contributor it is useful as again solved threads must contain information, if it has a title and I am unsure of the answer but it is solved maybe I will learn something. Of course we also know the unsolved threads may in fact be solved or have good information in them but casual visitors do not know that.
  4. NoahSUMO
    NoahSUMO 527 posts
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    Those percentages illustrate the volunteers that use SUMO forums on a daily basis. Everyone else is a hit it & quit it user rummaging thru the forums for a "quick fix" solution. That is why I imagine the "Solved" threads filter gets the most hits. Users trying to see if their issue is a top/popular issue & if it's already been solved.

    Since the vast majority of users don't return to the forums, either after posting once or getting their answer, I don't expect high numbers for the My Contributions filter. It could also be confusion over that overly wordy name choice.

    It should be renamed: My Posts. Simplicity is key. If you want to run with that, let me file the bug so I can get credit for the concept. :P But I imagine you'll want: My Replies (still not simple enough in my opinion) or My Answers (not sure, but I still don't think that would get thru people's thick skulls).

    Btw don't we use WebTrends for metrics? You're telling me we can't differentiate between users who click on the Solved filter link vs ones who visit it directly via a bookmark, type it out manually, or via Google search results?

    Personally:

    I use the My Contributions link whenever I can. But since I'm a mod & have to track other things down, I frequently find myself using Advanced search or Google search results to track down old threads.

    I never use the "Solved", "No Replies" or "Unsolved" filters. I strictly use the "All" filter.

    Reasons being I like to follow up on my own posts and don't mass post. It's just overwhelming in my view. And I pick certain topics I know have a better chance of being solved but I also conversely choose topics that seem extremely lonely but were presented in a great way and deserve a response.

    I do sometimes use the "Unanswered in the last 3 days" filter.

    Those percentages illustrate the volunteers that use SUMO forums on a daily basis. Everyone else is a hit it & quit it user rummaging thru the forums for a "quick fix" solution. That is why I imagine the "Solved" threads filter gets the most hits. Users trying to see if their issue is a top/popular issue & if it's already been solved. Since the vast majority of users don't return to the forums, either after posting once or getting their answer, I don't expect high numbers for the My Contributions filter. It could also be confusion over that overly wordy name choice. It should be renamed: '''My Posts'''. Simplicity is key. If you want to run with that, let me file the bug so I can get credit for the concept. :P But I imagine you'll want: '''My Replies''' (still not simple enough in my opinion) or '''My Answers''' (not sure, but I still don't think that would get thru people's thick skulls). Btw don't we use WebTrends for metrics? You're telling me we can't differentiate between users who click on the Solved filter link vs ones who visit it directly via a bookmark, type it out manually, or via Google search results? ---- '''Personally:''' I use the My Contributions link whenever I can. But since I'm a mod & have to track other things down, I frequently find myself using Advanced search or Google search results to track down old threads. I never use the "Solved", "No Replies" or "Unsolved" filters. I strictly use the "All" filter. Reasons being I like to follow up on my own posts and don't mass post. It's just overwhelming in my view. And I pick certain topics I know have a better chance of being solved but I also conversely choose topics that seem extremely lonely but were presented in a great way and deserve a response. I do sometimes use the "Unanswered in the last 3 days" filter.

    Modified by NoahSUMO on

  5. John99
    John99 3665 posts
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    Hi Ibai,
    We have been discussing this data in another thread

    In your available metrics have you got the ratio of total forum users (contributors and poster or just visitors - presumable the data does not distinguish these) to forum users NOT using any filter but remaining on the forum default of most recent | all

    For instance you mention

    By far the filter that is more used is "Solved" threads with 63% of the usage (18k uses in June)
    I had made an apparently incorrect presumption that the data may have been presented as % usage of total visits. Chris explained
    To illustrate with numbers hypothetically: Let's say there are 1000 forum posters
    - 800 users, 200 contributors
    - of that 1000, 100 use filters
    --- 66 of that 100 are users
    --- 34 of that 100 are contributors
    So that would mean the stats in Ibai's post are correct, but only 34 of 200 contributors use filters. NOTE: those numbers are hypothetical. I'm just illustrating how the metrics in Ibai's post don't indicate if thread order is important to contributors.

    I also note, and my logic could be flawed:
    If we have say 100 threads started per day (recent weeks actually slightly less) and for simplicity lets say 6 posts per thread that and 30 days per month that is 18000 ~= 18k so the solved thread is being used about as often as posts are made.

    There is probably a massive number visiting the site and not interacting, I just searched out an earlier discussion where I said:

    there is very low performance on the Support forum for answering questions
    The weekly traffic of 3M ends only in 4 per thousand cases in a question.
    So I read that as meaning >99% of visitors do not interact with the SUMO in a way that is recorded
    Hi Ibai,<br/> We have been discussing this data in another thread * ''Moderator locked threads - tag removal, is that wise'' [/forums/contributors/708453] In your available metrics have you got the''' ratio of total forum users''' (contributors and poster or just visitors - presumable the data does not distinguish these) '''to forum users NOT using any filter '''but remaining on the forum default of ''most recent | all'' For instance you mention <blockquote>By far the filter that is more used is "Solved" threads with 63% of the usage (18k uses in June)</blockquote> I had made an apparently incorrect presumption that the data may have been presented as % usage of total visits. [/forums/contributors/708453#post-47532 Chris explained] <blockquote>To illustrate with numbers hypothetically: Let's say there are 1000 forum posters<br/> - 800 users, 200 contributors<br/> - of that 1000, 100 use filters<br/> --- 66 of that 100 are users<br/> --- 34 of that 100 are contributors<br/> So that would mean the stats in Ibai's post are correct, but only 34 of 200 contributors use filters. NOTE: those numbers are hypothetical. I'm just illustrating how the metrics in Ibai's post don't indicate if thread order is important to contributors. </blockquote> ------------ I also note, and my logic could be flawed:<br/> If we have say 100 threads started per day (recent weeks actually slightly less) and for simplicity lets say 6 posts per thread that and 30 days per month that is 18000 ~= 18k so the solved thread is being used about as often as posts are made. ------------ There is probably a massive number visiting the site and not interacting, I just searched out an earlier discussion where [/forums/contributors/706466#post-36016 I said:] <blockquote> there is very low performance on the Support forum for answering questions <br/>The weekly traffic of 3M ends only in 4 per thousand cases in a question.<br/>So I read that as meaning >99% of visitors do not interact with the SUMO in a way that is recorded </blockquote>
  6. Ibai
    Ibai 301 posts
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    Hi John,

    Let me answer real quick, the percentages are from the users who use filter and the ratio of usage of this ones. Users who don't use filters are not counted.

    As reference, visitors who use filters are around 40% while if we look at it as pageviews, 35% of the pageviews are generated with filters. This makes sense, the majority of visits that use a filter will see the forum without filters first (i.e. the first pageview, in general, is not filtered).

    I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact.

    Regarding your last question, many of those 3 Millions are people coming from external links and are not really looking for help as we found in the latest survey that we built. We need to find a way to isolate how many people of the ones coming for help end up in the forum and how many are actually build help. At the moment we are completely blind in this area.

    Let me know if you need more info/data.

    Hi John, Let me answer real quick, the percentages are from the users who use filter and the ratio of usage of this ones. Users who don't use filters are not counted. As reference, visitors who use filters are around 40% while if we look at it as pageviews, 35% of the pageviews are generated with filters. This makes sense, the majority of visits that use a filter will see the forum without filters first (i.e. the first pageview, in general, is not filtered). I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact. Regarding your last question, many of those 3 Millions are people coming from external links and are not really looking for help as we found in the latest survey that we built. We need to find a way to isolate how many people of the ones coming for help end up in the forum and how many are actually build help. At the moment we are completely blind in this area. Let me know if you need more info/data.
  7. John99
    John99 3665 posts
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    Thanks for the reply Ibai,

    Just curious really and trying to understand how the support forum is used.

    I suppose the vast majority of the hits are from external searches; with such visitors possibly not navigating at all within the forum. (Although they may hit multiple threads from a search results listing.) Of course if they are unregistered they are unable to post, but they do have the opportunity to vote on answers they see.

    Thanks for the reply Ibai, Just curious really and trying to understand how the support forum is used. I suppose the vast majority of the hits are from external searches; with such visitors possibly not navigating at all within the forum. (Although they may hit multiple threads from a search results listing.) Of course if they are unregistered they are unable to post, but they do have the opportunity to vote on answers they see.
  8. Kadir Topal
    Kadir Topal 1215 posts
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    Thanks Ibai for starting the discussion around this. Understanding patterns and supporting them, is a great way to improve satisfaction.

    Ibai said

    I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact.

    I'm not sure if this holds though. The vast majority of usage in the sample is from users, not contributors. We have about 40 contributors overall in the forums, even if all of them used the feature every day it would only have a usage of 1,2k. From your numbers I assume it's somewhere in the range of 800-900. Of course we don't know if every click on it leads to a question replied to, but I assume the chances are better than with most other views.

    Thanks Ibai for starting the discussion around this. Understanding patterns and supporting them, is a great way to improve satisfaction. ''Ibai [[#post-47555|said]]'' <blockquote> I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact. </blockquote> I'm not sure if this holds though. The vast majority of usage in the sample is from users, not contributors. We have about 40 contributors overall in the forums, even if all of them used the feature every day it would only have a usage of 1,2k. From your numbers I assume it's somewhere in the range of 800-900. Of course we don't know if every click on it leads to a question replied to, but I assume the chances are better than with most other views.
  9. Ibai
    Ibai 301 posts
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    KadirTopal said

    Thanks Ibai for starting the discussion around this. Understanding patterns and supporting them, is a great way to improve satisfaction. Ibai said
    I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact.

    I'm not sure if this holds though. The vast majority of usage in the sample is from users, not contributors. We have about 40 contributors overall in the forums, even if all of them used the feature every day it would only have a usage of 1,2k. From your numbers I assume it's somewhere in the range of 800-900. Of course we don't know if every click on it leads to a question replied to, but I assume the chances are better than with most other views.

    Agree, partially. While in June there's a total of 1150 uses, fairly close to the 1K2 that you mention, it's also true that the "Unsolved" threads view is tailored to Contributors and that one has way more usages. Also the data that I'm seeing is that they are more than 40 people answering questions in the last month.

    I will really like to be able to understand this numbers based on contributor vs non-contributor (Webtrends doesn't really help us with it). Taking in count that 60% of the filter usage is done by (apparently) non-contributors I'm wondering how much of the usage of the other filters are used by them.

    ''KadirTopal [[#post-47704|said]]'' <blockquote> Thanks Ibai for starting the discussion around this. Understanding patterns and supporting them, is a great way to improve satisfaction. ''Ibai [[#post-47555|said]]'' <blockquote> I started to look into this to understand if the latest feature that we added to see the unanswered threads in the last 72 hours is being used and the fact is that is not. The bar probably helps to motivate us but the link/filter that we created is not having a big impact. </blockquote> I'm not sure if this holds though. The vast majority of usage in the sample is from users, not contributors. We have about 40 contributors overall in the forums, even if all of them used the feature every day it would only have a usage of 1,2k. From your numbers I assume it's somewhere in the range of 800-900. Of course we don't know if every click on it leads to a question replied to, but I assume the chances are better than with most other views. </blockquote> Agree, partially. While in June there's a total of 1150 uses, fairly close to the 1K2 that you mention, it's also true that the "Unsolved" threads view is tailored to Contributors and that one has way more usages. Also the data that I'm seeing is that they are more than 40 people answering questions in the last month. I will really like to be able to understand this numbers based on contributor vs non-contributor (Webtrends doesn't really help us with it). Taking in count that 60% of the filter usage is done by (apparently) non-contributors I'm wondering how much of the usage of the other filters are used by them.