[Experiment] Screen sharing in the support forum

April 9, 2015, 12:08:41 AM PDT

This crazy idea came up the other day: what would it be like if we could do live screen sharing in the support forum? Today’s forum communication relies on text-only and is pretty asynchronous. That means a lot of back and forth with the user which leads to many frustrating instances where the problem is not properly described or the user doesn't follow up or it takes a couple of days/weeks to try different solutions until the right one is found.

Using live screen sharing might solve some of these issues by allowing us to see directly what the issue is without having to rely on reports from the user. And it should be much faster (hopefully more fun, too).

Here's the idea on how this might work:

We, as forum helpers, get a button in the toolbar that we can press to offer screen sharing to the user. Pressing it sends a private message to the user with a link to the screen sharing session. The email also includes a link to an explanation of how to activate screen sharing.
The message says something to the effect of “available within the next 30 minutes or from x till y. Alternatively, we can schedule a session.”
Pressing the link also leaves a message in the forum that a screen sharing session has been offered, and puts the question into responded mode.
User opens the private message and clicks the link to start the screen sharing session.
If the forum helper is online, he/she will get a notification and can join the conversation. If he is not online, the user will need to negotiate a time for the session.
The conversation starts as a video/audio session depending on what the user and contributor choose.
The contributor asks the user to select their Firefox window to share.
The user shares the window and they get into troubleshooting mode
They find a solution. Problem solved!
The forum helper writes a summary of how the problem was solved or in case it was not solved, a summary of what has been tried in the question thread as a reply.

So what do you think, does it sound like something interesting to experiment with? Again, this is only an idea, not exactly sure how it will pan out so we will need to do a lot of testing and figuring out how/if this works.

This crazy idea came up the other day: what would it be like if we could do live screen sharing in the support forum? Today’s forum communication relies on text-only and is pretty asynchronous. That means a lot of back and forth with the user which leads to many frustrating instances where the problem is not properly described or the user doesn't follow up or it takes a couple of days/weeks to try different solutions until the right one is found. Using live screen sharing might solve some of these issues by allowing us to see directly what the issue is without having to rely on reports from the user. And it should be much faster (hopefully more fun, too). Here's the idea on how this might work: * We, as forum helpers, get a button in the toolbar that we can press to offer screen sharing to the user. Pressing it sends a private message to the user with a link to the screen sharing session. The email also includes a link to an explanation of how to activate screen sharing. * The message says something to the effect of “available within the next 30 minutes or from x till y. Alternatively, we can schedule a session.” * Pressing the link also leaves a message in the forum that a screen sharing session has been offered, and puts the question into responded mode. * User opens the private message and clicks the link to start the screen sharing session. * If the forum helper is online, he/she will get a notification and can join the conversation. If he is not online, the user will need to negotiate a time for the session. * The conversation starts as a video/audio session depending on what the user and contributor choose. * The contributor asks the user to select their Firefox window to share. * The user shares the window and they get into troubleshooting mode * They find a solution. Problem solved! * The forum helper writes a summary of how the problem was solved or in case it was not solved, a summary of what has been tried in the question thread as a reply. So what do you think, does it sound like something interesting to experiment with? Again, this is only an idea, not exactly sure how it will pan out so we will need to do a lot of testing and figuring out how/if this works.

Andrew 1232 posts

April 12, 2015, 4:25:50 AM PDT

Hmm.. This sounds like real-time live support, but far away from remote control support. It's a great idea, however it could be misused and abused as well.

What if: we offer live screen support, all available contributors are pinged or notified in some sort of way when the user clicks a link informing us that they are online and ready, the user is told that contributors are looking at the issue in text, and so comfortable contributor can take it up. We should also allow moderators to join sessions to monitor for quality and training purposes.

So other things to note of: -negotiating times per time zone, sometimes gets complicated -privacy related issues with users and contributors -user requiring help with inappropriate websites -will this require contributors and users to install software (or could this be integrated with Firefox Hello somehow?) -This experiment IMO sounds similar to live chat, and so we need to take up the issues and reasons why live chat didn't work, fix them or make changes so, if this experiment is to be put into place, we won't run in to those types of issues.

Hmm.. This sounds like real-time live support, but far away from remote control support. It's a great idea, however it could be misused and abused as well. What if: we offer live screen support, all available contributors are pinged or notified in some sort of way when the user clicks a link informing us that they are online and ready, the user is told that contributors are looking at the issue in text, and so comfortable contributor can take it up. We should also allow moderators to join sessions to monitor for quality and training purposes. So other things to note of: -negotiating times per time zone, sometimes gets complicated -privacy related issues with users and contributors -user requiring help with inappropriate websites -will this require contributors and users to install software (or could this be integrated with Firefox Hello somehow?) -This experiment IMO sounds similar to live chat, and so we need to take up the issues and reasons why live chat didn't work, fix them or make changes so, if this experiment is to be put into place, we won't run in to those types of issues.

jscher2000 - Support Volunteer 834 posts

April 13, 2015, 4:42:22 AM PDT

There is a thread where the user suggests using join.me to share his screen so we can see the problem in action. It might be useful to spot a configuration issue that is hard to guess at, or to know whether plugins rather than native features are in play.

Madasan 1255 posts

April 16, 2015, 12:14:18 AM PDT

Andrew, yes, I agree this is why I think it is best to just test this out first with just a few selected people, see what comes out of it as an experiment, and only afterwards decide if this is something that we want to do on a larger scale. This should also give us the opportunity to figure out how does this work differently from live chat and what can we do better. Firefox Hello is probably the best way to go.

jscher2000 glad to hear others see the need for this too, now it's just a question of: can such a thing actually work?

That being said if people are interested to experiment we can give it a go with whomever wants to try it and see what happens!

Andrew, yes, I agree this is why I think it is best to just test this out first with just a few selected people, see what comes out of it as an experiment, and only afterwards decide if this is something that we want to do on a larger scale. This should also give us the opportunity to figure out how does this work differently from live chat and what can we do better. Firefox Hello is probably the best way to go. jscher2000 glad to hear others see the need for this too, now it's just a question of: can such a thing actually work? That being said if people are interested to experiment we can give it a go with whomever wants to try it and see what happens!

jscher2000 - Support Volunteer 834 posts

April 16, 2015, 8:26:04 AM PDT

Hi Madasan, in the thread I'm thinking of, the problem occurred in the file browsing dialog when trying to upload a file (in Firefox, for some reason, newer files were not shown in the dialog). I'm not sure of the best technology to use to see that.

Madasan 1255 posts

April 16, 2015, 11:22:19 PM PDT

Apparently screen sharing will be rolled out with FF 38 on May 12th so that might be a good opportunity to try this.

The codename for this experiment is now "Buddy Up for Desktop" :)

Apparently screen sharing will be rolled out with FF 38 on May 12th so that might be a good opportunity to try this. The codename for this experiment is now "Buddy Up for Desktop" :)

Hermina 1 post

April 20, 2015, 12:56:13 AM PDT

Hi Andrew,

I'm glad to read your thoughts on this. Thanks!

To answer your points:

- We will rely entirely on Hello, that will allow screen sharing mid May. In Hello, the way it is implemented today, the person who generates the screen sharing link is the only one who can share his/her screen. Hence, only the user can generate the session that the helper will join later. So the interaction will happen the other way around than what you are describing, at least in the first screen sharing version of Hello. - The experiment is different than live chat in the sense that we won't over promise on synchronized help - the users asks his question in text and will expect an answer in text. The invite to screen share will come as a nice addition to regular text support, but not as the default way to offer support. It would be great to have this defaulted, but unfortunately this was one of the reasons live chat didn't work out - we didn't have enough people who could help us with this. - I agree with you that the time negotiation is not great and we're looking into finding a better solution - if you have any thoughts (in the light of the things mentioned above) I'm more than happy to discuss them with you

Have a great day, Hermina

Hi Andrew, I'm glad to read your thoughts on this. Thanks! To answer your points: - We will rely entirely on Hello, that will allow screen sharing mid May. In Hello, the way it is implemented today, the person who generates the screen sharing link is the only one who can share his/her screen. Hence, only the user can generate the session that the helper will join later. So the interaction will happen the other way around than what you are describing, at least in the first screen sharing version of Hello. - The experiment is different than live chat in the sense that we won't over promise on synchronized help - the users asks his question in text and will expect an answer in text. The invite to screen share will come as a nice addition to regular text support, but not as the default way to offer support. It would be great to have this defaulted, but unfortunately this was one of the reasons live chat didn't work out - we didn't have enough people who could help us with this. - I agree with you that the time negotiation is not great and we're looking into finding a better solution - if you have any thoughts (in the light of the things mentioned above) I'm more than happy to discuss them with you Have a great day, Hermina

FredMcD 923 posts

April 25, 2015, 9:29:52 AM PDT

On the surface, a great idea. Most of us could then fix issues very fast. But there are several points not so good. First, a high number may use this type of service. Next, does someone set up a schedule? How many would be available for this? How much time can each person spare? And what happens if the helper does something that causes data damage? (At least that's what a bad person would claim.)

I'm all for the idea. But these and other issues need looking into.

On the surface, a great idea. Most of us could then fix issues very fast. But there are several points not so good. First, a high number may use this type of service. Next, does someone set up a schedule? How many would be available for this? How much time can each person spare? And what happens if the helper does something that causes data damage? (At least that's what a bad person would claim.) I'm all for the idea. But these and other issues need looking into.

Shawn 114 posts

June 2, 2015, 5:55:39 AM PDT

Now that 38.0.5 is released, should we revisit this idea of implementing tab sharing in the support forum and develop guidelines around this?

John99 3665 posts

June 2, 2015, 7:37:57 PM PDT

It sounds very good in theory. If we have unlimited resources.

In practice I suspect it would be a disaster wasting developer time we do not have, and Admin time we do not have. Then diverting contributor resources to a system that does not record what happened in a searchable way and does not scale, so dramatically reducing the numbers we help.

Why not Just bring back IRC chat and those on IRC may also want to use the Hello feature or go the whole hog tap and into Windows existing Remote Assistance facilities.

So talking more reasonably I too think it could cause problems. It's live chat support which did not scale, and was dropped; but now with no controls and no monitoring.

I am not too worried about top contributors misusing it, more the new contributors and the users themselves.

Users, and to some extent contributors realising there is screens sharing are going to largely abandon the ordinary methods and use screensharing.

Will contributors write the records of what happened ? Probably not. Maybe we would need to make it a requirement that another Screen Share may not be opened if there are screen shares without a summary.

Writing the summary could be an onerous task as it would likely need a lot of typing. That is not solved with screenshots. They are not searchable and that would possibly raise issues with: privacy, bandwidth or data volume.

I am all for forum enhancements and improvements but haven't we got enough outstanding Sumo bugs to last us the year as it is without embarking on a major new project.

I hope this is trialled on stage first; and not rushed out on to prod pre New Year; and only then initially trialed in a small scale controlled way on prod.

It sounds very good in theory. '''If we have unlimited resources.''' In practice I suspect it would be a disaster wasting developer time we do not have, and Admin time we do not have. Then diverting contributor resources to a system that does not record what happened in a searchable way and does not scale, so dramatically reducing the numbers we help. '''Why not Just bring back IRC chat''' and those on IRC may also want to use the Hello feature or go the whole hog tap and into Windows existing Remote Assistance facilities. '''So talking more reasonably''' I too think it could cause problems. It's live chat support which did not scale, and was dropped; but now with no controls and no monitoring. I am not too worried about top contributors misusing it, more the new contributors and the users themselves. Users, and to some extent contributors realising there is screens sharing are going to '''largely abandon the ordinary methods''' and use screensharing. '''Will contributors write the records of what happened ?''' Probably not. Maybe we would need to make it a requirement that another Screen Share may not be opened if there are screen shares without a summary. '''Writing the summary could be an onerous task''' as it would likely need a lot of typing. That is not solved with screenshots. They are not searchable and that would possibly raise issues with: privacy, bandwidth or data volume. I am all for forum enhancements and improvements but '''haven't we got enough outstanding Sumo bugs''' to last us the year as it is without embarking on a major new project. I hope this is trialled on stage first; and not rushed out on to prod pre New Year; and only then initially trialed in a small scale controlled way on prod.

Modified by John99 on June 2, 2015, 7:42:05 PM PDT

user293 10 posts

June 6, 2015, 1:57:22 PM PDT

There's also the issue of a malicious contributor damaging the user's computer, which would be possible if the contributer could control the user's computer. Even if the contributer could only control the firefox window, they could install a malicious extension.

Madasan 1255 posts

June 18, 2015, 8:42:19 PM PDT

Here's a video on how this might work:

https://youtu.be/vZQfSQATzvI

John99, there will be no need for developer time as we will work with the Hello infrastructure, there's no effort on our side. That's why we want to test it first using the existing infrastructure and see if it makes sense to pursue it further.

user293 this is just screen sharing, we won't be able to control anything on the user's computer, he will only be able to show us some parts of his screen. Also, only senior contributors will have this option i.e people part of this group.

Here's a video on how this might work: https://youtu.be/vZQfSQATzvI John99, there will be no need for developer time as we will work with the Hello infrastructure, there's no effort on our side. That's why we want to test it first using the existing infrastructure and see if it makes sense to pursue it further. user293 this is just screen sharing, we won't be able to control anything on the user's computer, he will only be able to show us some parts of his screen. Also, only senior contributors will have this option i.e people part of [https://support.mozilla.org/en-US/groups/buddy-up-for-desktop-contributors this group].

Modified by Madasan on June 18, 2015, 8:44:27 PM PDT

John99 3665 posts

June 18, 2015, 10:56:14 PM PDT

Madasan said

Here's a video on how this might work: https://youtu.be/vZQfSQATzvI John99, there will be no need for developer time as we will work with the Hello infrastructure, there's no effort on our side. That's why we want to test it first using the existing infrastructure and see if it makes sense to pursue it further.

One scary video. (N.B. In the video we forgot to ask the user to mark the question solved.)

That's the sort of answer that to me raises serious concerns about the dangers and shortcomings of such a proposal.

As I said how do we control monitor and record all this. Without developer time, control & monitoring, and carefully thought out procedures then it sounds like a case of.

Ask question
Open screenshare chat
Do what you want.
That could wreak havoc through malicious intent,or over eager poor advice.

Its worse than live chat and there is no control or monitoring whatsoever. We are using PRIVATE messaging, and sreenshare. The only control we have is that the user must register, otherwise is not able to use private messaging

As an absolute minimum surely the forum should openly log which contributor offers screen sharing in each post, and then maybe whether a screenshare is accepted.

Have you ~~have you~~ conducted any preliminary security and privacy review of these proposals ?

It is probably even in danger of opening up PMs as a spammers & trolls paradise.

I can see screen sharing could help and have a place in some situations. Just not in anything like the form we are proposing or are likely to implement.

No doubt we will proceed despite any concerns, so some constructive suggestions

If PMs must be used then have templates.
How about Public Messages instead keep it all in the open. Put the messages in the forum thread.
- Maybe as a compromise copy them to the thread but hide from others other than Mods and admins. Hey remember there is no reason whatsoever to put confidential info here that would not ~~not~~ normally be in a support thread anyhow.
Show who is online currently within the forum. That will have been a RFE multiple times previously.
- Preferably with option for contributor to hide status, or to specifically 'offer screenshare availability.
- No one on either side is going to want to waste time trying to negotiate time slots by pingpong PMs

edit typos

''Madasan [[#post-65716|said]]'' <blockquote> Here's a video on how this might work: https://youtu.be/vZQfSQATzvI John99, there will be no need for developer time as we will work with the Hello infrastructure, there's no effort on our side. That's why we want to test it first using the existing infrastructure and see if it makes sense to pursue it further. </blockquote> One scary video. (N.B. In the video we forgot to ask the user to mark the question solved.) That's the sort of answer that to me raises serious concerns about the dangers and shortcomings of such a proposal. As I said how do we control monitor and record all this. Without developer time, control & monitoring, and carefully thought out procedures then it sounds like a case of. #Ask question #Open screenshare chat # Do what you want.<br /> That could wreak havoc through malicious intent,or over eager poor advice. Its worse than live chat and there is no control or monitoring whatsoever. We are using PRIVATE messaging, and sreenshare. The only control we have is that the user must register, otherwise is not able to use private messaging '''As an absolute minimum surely the forum should openly log which contributor offers screen sharing in each post,''' and then maybe whether a screenshare is accepted. Have you <s>have you</s> conducted any preliminary security and privacy review of these proposals ? It ''is'' probably even in danger of '''opening up PMs as a spammers & trolls paradise.''' ---------- I can see screen sharing could help and have a place in some situations. Just not in anything like the form we are proposing or are likely to implement. No doubt we will proceed despite any concerns, so some constructive suggestions * If PMs must be used then have templates. * How about '''Public Messages''' instead keep it all in the open. Put the messages in the forum thread. ** Maybe as a compromise copy them to the thread but hide from others other than Mods and admins. Hey remember there is no reason whatsoever to put confidential info here that would not <s>not</s> normally be in a support thread anyhow. * '''Show who is online currently within the forum.''' That will have been a RFE multiple times previously. ** Preferably with option for contributor to '''hide status''', or to specifically ''''offer screenshare availability'''. ** No one on either side is going to want to waste time trying to negotiate '''time slots''' by pingpong PMs ------ edit typos

Modified by John99 on June 18, 2015, 11:02:15 PM PDT

John99 3665 posts

June 18, 2015, 11:16:53 PM PDT

P.S. VIDEO Even had the reply been marked solved then unlike other solved threads it would have been of no use to others as it did not document in any useful manner what the actual solution was.

Madasan 1255 posts

June 19, 2015, 12:27:36 AM PDT

John,

As I stated before this will not be open to everyone, only to vouched contributors who need to be added to a specific group by an Admin to be able to even offer screensharing. In the video you see that the forum is logging automatically who is offering the screen sharing session and updating the thread.

It is the contributor who offers the session not the other way around.

I can definitely see a lot of things that might not work with this project but I think spammers and trolls are the least of our concerns.

John, As I stated before this will not be open to everyone, '''only to vouched contributors who need to be added to a specific group by an Admin to be able to even offer screensharing.''' In the video you see that the forum is logging automatically who is offering the screen sharing session and updating the thread. It is the contributor who offers the session not the other way around. I can definitely see a lot of things that might not work with this project but I think spammers and trolls are the least of our concerns.

jscher2000 - Support Volunteer 834 posts

June 19, 2015, 4:23:42 AM PDT

Hi Madasan, thank you for the video. I'm not sure how you recorded the session, but I think it would be a good idea to record these sessions. Then they could be reviewed by people in charge of the experiment to assist contributors with best practices and judge the effectiveness of the service. Also, thinking with my lawyer hat on, it would be useful in the case that something goes wrong and the user makes wild accusations about the advice they were given. And if they are inclined to be abusive, maybe it will help hold them in check. (I suppose any user known to be hostile would be a poor candidate for this kind of assistance!)

Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen. We'll need an understanding of how private the videos will be so we can represent that accurately. Or is this getting too complicated now?

I think we need to give a brief introductory orientation explaining that our computers are exchanging audio and video, but we can't type or click anything for them, so we'll be asking them to take those actions. We probably should ask that they not display any highly personal information on the screen and not tell us any passwords. Perhaps there should be a short support page about the experiment for users that we could link to in our PM initiating the contact.

Question: There are some more complex operations that would leave Firefox for another window, like opening the profile folder to copy or rename a file. Does Hello handle those cases, or would it be inconvenient to leave the starting window? (You can tell I've never tried it....)

One question about your session with Kadir: you were aware of the Mac top menu bar but as a Windows user, I would be rather baffled that it isn't visible and therefore would know that the user could View > Bookmarks Toolbar, rather than the Windows menu path of View > Toolbars > Bookmarks Toolbar. Perhaps it's just better if I stick to Windows. ;-)

Hi Madasan, thank you for the video. I'm not sure how you recorded the session, but I think it would be a good idea to record these sessions. Then they could be reviewed by people in charge of the experiment to assist contributors with best practices and judge the effectiveness of the service. Also, thinking with my lawyer hat on, it would be useful in the case that something goes wrong and the user makes wild accusations about the advice they were given. And if they are inclined to be abusive, maybe it will help hold them in check. (I suppose any user known to be hostile would be a poor candidate for this kind of assistance!) Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen. We'll need an understanding of how private the videos will be so we can represent that accurately. Or is this getting too complicated now? I think we need to give a brief introductory orientation explaining that our computers are exchanging audio and video, but we can't type or click anything for them, so we'll be asking them to take those actions. We probably should ask that they not display any highly personal information on the screen and not tell us any passwords. Perhaps there should be a short support page about the experiment for users that we could link to in our PM initiating the contact. Question: There are some more complex operations that would leave Firefox for another window, like opening the profile folder to copy or rename a file. Does Hello handle those cases, or would it be inconvenient to leave the starting window? (You can tell I've never tried it....) ---- One question about your session with Kadir: you were aware of the Mac top menu bar but as a Windows user, I would be rather baffled that it isn't visible and therefore would know that the user could View > Bookmarks Toolbar, rather than the Windows menu path of View > Toolbars > Bookmarks Toolbar. Perhaps it's just better if I stick to Windows. ;-)

jscher2000 - Support Volunteer 834 posts

June 19, 2015, 4:30:54 AM PDT

John99 said

P.S. VIDEO Even had the reply been marked solved then unlike other solved threads it would have been of no use to others as it did not document in any useful manner what the actual solution was.

I think it's a good idea to give the written instructions/suggestions the way we always do, but then we can offer a session to walk them through it if they like. I think that would be helpful in setting the user's expectations about what would happen on the call, and we could update the thread afterwards with any deviations from the procedure that were necessary, or other post mortem.

Or perhaps we should focus on those cases where the user replies saying they tried to do it themselves but couldn't find something instead of chasing the silent ones who simply never respond...

''John99 [[#post-65720|said]]'' <blockquote>P.S. VIDEO Even had the reply been marked solved then unlike other solved threads it would have been of no use to others as it did not document in any useful manner what the actual solution was. </blockquote> I think it's a good idea to give the written instructions/suggestions the way we always do, but then we can offer a session to walk them through it if they like. I think that would be helpful in setting the user's expectations about what would happen on the call, and we could update the thread afterwards with any deviations from the procedure that were necessary, or other post mortem. Or perhaps we should focus on those cases where the user replies saying they tried to do it themselves but couldn't find something instead of chasing the silent ones who simply never respond...

John99 3665 posts

June 19, 2015, 4:57:43 AM PDT

Sorry Madalina, Some of my comments were rather too hasty, although I do still have reservations about this project.

The software is using PM templates and logging the offer to screenshare, so some of my concerns are unfounded. The vouched contributors comment may open another can of worms, & I will comment under.

I did say this could have a place and use and jscher2000 is agreeing that in the post above, and suggesting written instructions should still go in the thread, something I think is essential.

(continuing posted prematurely)

I know the example in the video is rather artificial, but was something where a screenshot would have been enough normally to sort out the issue. Where the user is a novice or either side have difficulty for some reason understanding the situation; yes I can see a screenshare may help. It just see it as something that will likely be overused without useful records being made.

Vouched Contributors Madasan said

... this will not be open to everyone, only to vouched contributors who need to be added to a specific group by an Admin to be able to even offer screensharing. In the video you see that the forum is logging automatically who is offering the screen sharing session and updating the thread. ....

Everyone is going to want to use this. I had not previously noticed it said that this was only for a specific group added to by an Admin. Obviously that will entail ongoing continual additional work by an Admin to add to and update the list.

An automated solution will not be likely to work. For example look at the badges scheme where contributors earn badges by posting in their own thread. Or look at the potentially good scheme of showing the two top helpful posts in a thread next to the solution or OP - we could have fixed that but just gave up on it, ditched Karma, or the AoA ranking list, thats in the forum again. We don't always do good automated ranking systems, the dogfooding Admin is always going to be required for such projects as this one.

Sorry Madalina, Some of my comments were rather too hasty, although I do still have reservations about this project. The software is using PM templates and logging the offer to screenshare, so some of my concerns are unfounded. The vouched contributors comment may open another can of worms, & I will comment under. I did say this could have a place and use and jscher2000 is agreeing that in the post above, and suggesting written instructions should still go in the thread, something I think is essential. (continuing posted prematurely) I know the example in the video is rather artificial, but was something where a screenshot would have been enough normally to sort out the issue. Where the user is a novice or either side have difficulty for some reason understanding the situation; yes I can see a screenshare may help. It just see it as something that will likely be overused without useful records being made. '''Vouched Contributors''' ''Madasan [[#post-65721|said]]'' <blockquote> ... this will not be open to everyone, '''only to vouched contributors who need to be added to a specific group by an Admin to be able to even offer screensharing.''' In the video you see that the forum is logging automatically who is offering the screen sharing session and updating the thread. .... </blockquote> Everyone is going to want to use this. I had not previously noticed it said that this was only for a specific group added to by an Admin. Obviously that will entail ongoing continual additional work by an Admin to add to and update the list. An automated solution will not be likely to work. For example look at the badges scheme where contributors earn badges by posting in their own thread. Or look at the potentially good scheme of showing the two top helpful posts in a thread next to the solution or OP - we could have fixed that but just gave up on it, ditched Karma, or the AoA ranking list, thats in the forum [https://support.mozilla.org/en-US/forums/social-media/710498 again]. We don't always do good automated ranking systems, the dogfooding Admin is always going to be required for such projects as this one.

Modified by John99 on June 19, 2015, 5:31:37 AM PDT

FredMcD 923 posts

June 19, 2015, 7:43:05 AM PDT

jscher2000 said

Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen.

If I may, there are a number of state and federal laws on this issue.

''jscher2000 [[#post-65728|said]]'' <blockquote> Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen. </blockquote> If I may, there are a number of state and federal laws on this issue.

jscher2000 - Support Volunteer 834 posts

June 19, 2015, 10:01:41 AM PDT

FredMcD said

jscher2000 said
Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen.
If I may, there are a number of state and federal laws on this issue.

Not to mention every country, regional authority, etc. It's a thicket for sure.

''FredMcD [[#post-65737|said]]'' <blockquote>''jscher2000 [[#post-65728|said]]'' <blockquote>Obviously we would want to notify the user about the recording in our initial PM, and get their consent since their picture and possibly personal data will be on screen. </blockquote>If I may, there are a number of state and federal laws on this issue. </blockquote> Not to mention every country, regional authority, etc. It's a thicket for sure.

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