SUMO community discussions

Discussion Exploring Support Experiences in other Forums

  1. I started to put aside some time in the next 5 weeks to research what other forums are doing in the realm of support. The goal here would be to explore the current existing support experiences in forums that are providing similar volunteer support, as well as similar products. There was a light focus on mobile and services provided. It reminded me of a few good and bad support experiences I have had in forums.

    The first was in stackoverflow, where I had looked for a question that I could answer, but ended up having to go through a series of steps of using the tools before I could participate; i.e. in order order to ask a question i had to participate in order to earn the ability to ask a question. With a small amount of time, I ended up not. As a user of that forum, I have found many answers, but have not been inclined to ask.

    The second where I had a good experience was recently when opening up a thread in the adobe community to find out when there was going to be an update, now after two updates the response from their support was amazing. However they responded faster to the tweet than the community post. And they were minimalistic in response. Both of those forums had many subjects or products and are open to anyone that signs up for an account with an email address. Since another mobile platform is coming to the list of supported products and more services are coming to be added to this forum I thought it might be nice to share experiences from across the lawn and in other forums. What platforms would you recommend looking at and what kind of support experiences have you had?

    Also any tools that might be interesting I would love to hear about, including how people search for articles, if they look at articles at all and how they store their new and recent knowledge.

    I started to put aside some time in the next 5 weeks to research what other forums are doing in the realm of support. The goal here would be to explore the current existing support experiences in forums that are providing similar volunteer support, as well as similar products. There was a light focus on mobile and services provided. It reminded me of a few good and bad support experiences I have had in forums. The first was in stackoverflow, where I had looked for a question that I could answer, but ended up having to go through a series of steps of using the tools before I could participate; i.e. in order order to ask a question i had to participate in order to earn the ability to ask a question. With a small amount of time, I ended up not. As a user of that forum, I have found many answers, but have not been inclined to ask. The second where I had a good experience was recently when opening up a thread in the adobe community to find out when there was going to be an update, now after two updates the response from their support was amazing. However they responded faster to the tweet than the community post. And they were minimalistic in response. Both of those forums had many subjects or products and are open to anyone that signs up for an account with an email address. Since another mobile platform is coming to the list of supported products and more services are coming to be added to this forum I thought it might be nice to share experiences from across the lawn and in other forums. What platforms would you recommend looking at and what kind of support experiences have you had? Also any tools that might be interesting I would love to hear about, including how people search for articles, if they look at articles at all and how they store their new and recent knowledge.
  2. It somewhat boils down to whether or not the forum should be treated like a ticket system, or if the forum should be free and open where others who have the same issue can chime in. At this moment, we can rules and guidelines set in place to work with our current needs. However, as we are progressing and adding new products, it may be time to re-look at the forum as a whole, look at individual products and see how or if changes to only that product's forum can benefit the user.

    It somewhat boils down to whether or not the forum should be treated like a ticket system, or if the forum should be free and open where others who have the same issue can chime in. At this moment, we can rules and guidelines set in place to work with our current needs. However, as we are progressing and adding new products, it may be time to re-look at the forum as a whole, look at individual products and see how or if changes to only that product's forum can benefit the user.
  3. As I understand it, our current support forum is set up to help the "Question owner", the person who initially asks the support question. The content of a reply is sent via email to the thread owner and to contributors who have posted replies.

    Some problems with the current system: SPAM, bad advice or other unrelated content posted to a support thread is sent out via email: Since an email is automatically sent out when anyone posts a reply to a forum thread, spam or other unrelated content gets sent out to everyone subscribed to the thread, with no way to stop it. At least with MozillaZine and similar forums, the email only links to the forum thread so, assuming quick moderator action, the "bad" content is gone by the time most users click the email link to the forum reply.

    Users posting support requests in someone else's thread: All replies to a support thread are supposed to be for helping the Question owner (the original poster). If someone finds a question started by someone else and posts their own support request in that thread, we're supposed to tell that user to start a new thread. See Mozilla Support rules and guidelines under "Posting support requests": Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead. I've seen many cases where that doesn't happen and contributors DO answer questions and provide support to those other users who post in someone else's thread. The thread owner gets unrelated emails, even when his own issue is solved.

    As I understand it, our current support forum is set up to help the "Question owner", the person who initially asks the support question. The '''content''' of a reply is sent via email to the thread owner and to contributors who have posted replies. Some problems with the current system: '''SPAM, bad advice or other unrelated content posted to a support thread is sent out via email:''' Since an email is automatically sent out when anyone posts a reply to a forum thread, spam or other unrelated content gets sent out to everyone subscribed to the thread, with no way to stop it. At least with [http://forums.mozillazine.org MozillaZine] and similar forums, the email only links to the forum thread so, assuming quick moderator action, the "bad" content is gone by the time most users click the email link to the forum reply. '''Users posting support requests in someone else's thread:''' All replies to a support thread are supposed to be for helping the Question owner (the original poster). If someone finds a question started by someone else and posts their own support request in that thread, we're supposed to tell that user to start a new thread. See [[Forum rules and guidelines]] under "Posting support requests": ''Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead.'' I've seen many cases where that doesn't happen and contributors DO answer questions and provide support to those other users who post in someone else's thread. The thread owner gets unrelated emails, even when his own issue is solved.
  4. Andrew said

    as we are progressing and adding new products, it may be time to re-look at the forum as a whole, look at individual products and see how or if changes to only that product's forum can benefit the user.

    Thoughts for this I wonder if there are any experiences on supporting mobile platforms. I thank you for your great contributions to Firefox OS, what kind of needs do you find for supporting a mobile platform and forming a community around it in general?

    ''Andrew [[#post-67108|said]]'' <blockquote> as we are progressing and adding new products, it may be time to re-look at the forum as a whole, look at individual products and see how or if changes to only that product's forum can benefit the user. </blockquote> Thoughts for this I wonder if there are any experiences on supporting mobile platforms. I thank you for your great contributions to Firefox OS, what kind of needs do you find for supporting a mobile platform and forming a community around it in general?
  5. AliceWyman said

    Users posting support requests in someone else's thread: All replies to a support thread are supposed to be for helping the Question owner (the original poster). If someone finds a question started by someone else and posts their own support request in that thread, we're supposed to tell that user to start a new thread. See Mozilla Support rules and guidelines under "Posting support requests": Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead. I've seen many cases where that doesn't happen and contributors DO answer questions and provide support to those other users who post in someone else's thread. The thread owner gets unrelated emails, even when his own issue is solved.


    I have been guilty of this and I will be sure to be better at it. The one thing I did notice in reddit forum threads was that there were suggested threads when you open an individual thread. Granted it encourages one to use the forum more by looking at more content, I wonder if the disadvantage from a support experience perspective is not so great. On the other hand, more brains can be better, but more diluted from the individual issue.

    Is a fun community a result of the tools? common objective? I do not mean to question the guidelines here, I just wonder what the benefits and what not the benefits are of how other forums do this :-)

    ''AliceWyman [[#post-67113|said]]'' <blockquote> '''Users posting support requests in someone else's thread:''' All replies to a support thread are supposed to be for helping the Question owner (the original poster). If someone finds a question started by someone else and posts their own support request in that thread, we're supposed to tell that user to start a new thread. See [[Forum rules and guidelines]] under "Posting support requests": ''Do not re-use existing threads started by others, even if they are seemingly on the same subject. Ask a new question instead.'' I've seen many cases where that doesn't happen and contributors DO answer questions and provide support to those other users who post in someone else's thread. The thread owner gets unrelated emails, even when his own issue is solved. </blockquote> I have been guilty of this and I will be sure to be better at it. The one thing I did notice in reddit forum threads was that there were suggested threads when you open an individual thread. Granted it encourages one to use the forum more by looking at more content, I wonder if the disadvantage from a support experience perspective is not so great. On the other hand, more brains can be better, but more diluted from the individual issue. Is a fun community a result of the tools? common objective? I do not mean to question the guidelines here, I just wonder what the benefits and what not the benefits are of how other forums do this :-)

    Oanpast troch guigs op

  6. guigs said

    Thoughts for this I wonder if there are any experiences on supporting mobile platforms. I thank you for your great contributions to Firefox OS, what kind of needs do you find for supporting a mobile platform and forming a community around it in general?

    One of the things I've brought up in the past are canned responses, and it's current layout - it's definitely has all products mixed in making it more complicated to respond to user needs. Another aspect is that, the layout in general for the forum could be a bit different to provide a better experience for our users (and the same can go for the KB). This unfortunately, requires major work and thus will not occur unless something breaks or is no longer working. The process still works, may seem a little cumbersome for new contributors, but it all comes down to it being a habit and adapting to it.

    ''guigs [[#post-67137|said]]'' <blockquote> Thoughts for this I wonder if there are any experiences on supporting mobile platforms. I thank you for your great contributions to Firefox OS, what kind of needs do you find for supporting a mobile platform and forming a community around it in general? </blockquote> One of the things I've brought up in the past are canned responses, and it's current layout - it's definitely has all products mixed in making it more complicated to respond to user needs. Another aspect is that, the layout in general for the forum could be a bit different to provide a better experience for our users (and the same can go for the KB). This unfortunately, requires major work and thus will not occur unless something breaks or is no longer working. The process still works, may seem a little cumbersome for new contributors, but it all comes down to it being a habit and adapting to it.
  7. That was actually one of the observations that was similar to the tools that reddit has. I looked at the firefox sub-redit and saw that when you open a thread there are other suggested threads. However, they are not all support threads. There is something similar to this in the SUMO support thread where there are similar questions.

    I would imagine that this feature encourages readers to stay a little longer getting closer to their goal for solving their issue or continuing their participation. I know I get lost for hours on some sites that do this well.

    Another layout that was interesting there was that reddit support threads and discussion threads were all in the same feed. They also had subthreads, which brings back to Alice's point about "Users posting support requests in someone else's thread:" And this might explain the separation between community forum and help threads.

    Might there be another easy way to introduce a new contributor besides nice tools?

    That was actually one of the observations that was similar to the tools that reddit has. I looked at the firefox sub-redit and saw that when you open a thread there are other suggested threads. However, they are not all support threads. There is something similar to this in the SUMO support thread where there are similar questions. I would imagine that this feature encourages readers to stay a little longer getting closer to their goal for solving their issue or continuing their participation. I know I get lost for hours on some sites that do this well. Another layout that was interesting there was that reddit support threads and discussion threads were all in the same feed. They also had subthreads, which brings back to Alice's point about "Users posting support requests in someone else's thread:" And this might explain the separation between community forum and help threads. Might there be another easy way to introduce a new contributor besides nice tools?
  8. This is a awesome idea Rachel. I've been meaning to do it myself for awhile but kept forgetting what sites I wanted to test. Do you have a list of sites you've tested that you can share here? That would help me get started. :D

    So far you've been to:

    Curious what other sites you've researched. :)

    This is a awesome idea Rachel. I've been meaning to do it myself for awhile but kept forgetting what sites I wanted to test. Do you have a list of sites you've tested that you can share here? That would help me get started. :D So far you've been to: * stackoverflow.com * https://forums.adobe.com/ * reddit.com/r/firefox Curious what other sites you've researched. :)

    Oanpast troch NoahSUMO op

  9. So far I have looked at the apple forums and the Firefox sub reddit. Some other ideas, I will add those above to this [very rough] list (I have not looked at these quite yet and am more familiar with stackoverflow):

    I did also have a few more thoughts on this and would love to hear all your thoughts as well. With the general goal

    Some ideas so far to create new discussion and address some issues:

    1. How to kill spam better and bad notifications
    2. Discussions that happen in a thread that may or may not have the same issue
    3. Perhaps the learning behind some tools including common responses and layout of content

    For #2 more heads are better than one, but perhaps adding another guideline around having to be actively trying to help solve the issue and make sure its stays on topic of the discussion.

    For #3 you might have seen the platform meeting a few weeks ago and the results of a tool called Optimizly for arrangement of content here so there are calls for ideas here perhaps in the definition of success here.

    Goals here might be to address what makes a successful community and bridges the gap between users and contributors, where features and participation appeals to both. What do you think??

    So far I have looked at the apple forums and the Firefox sub reddit. Some other ideas, I will add those above to this [very rough] list (I have not looked at these quite yet and am more familiar with stackoverflow): *[http://superuser.com/] *[stackoverflow.com] *[amazon.com] [https://www.amazon.com/gp/help/customer/forums/ref=hp_gt_comp_ss_forum_C Help Community]or [https://www.amazon.com/gp/help/customer/forums/kindleqna/ref=hp_gt_comp_ss_forum_Kindle Kindle Help Community] *[ https://www.soundcloudcommunity.com/soundcloud] this one is based on the get satisfaction platform * Google+ ? I did also have a few more thoughts on this and would love to hear all your thoughts as well. With the general goal Some ideas so far to create new discussion and address some issues: #How to kill spam better and bad notifications #Discussions that happen in a thread that may or may not have the same issue # Perhaps the learning behind some tools including common responses and layout of content For #2 more heads are better than one, but perhaps adding another guideline around having to be actively trying to help solve the issue and make sure its stays on topic of the discussion. For #3 you might have seen the platform meeting a few weeks ago and the results of a tool called Optimizly for arrangement of content here so there are calls for ideas here perhaps in the definition of success here. Goals here might be to address what makes a successful community and bridges the gap between users and contributors, where features and participation appeals to both. What do you think??
  10. 1. How to kill spam better and bad notifications:

    • Implement a x number of required characters/ words required to make a question posting
    • Although we want to make it easier for people to sign up to use our forums not just solely to ask questions but to answer other questions (but not exactly become a contributor), this is one of the methods we have for eliminating spam
    • Work on improving the way we verify accounts so questions are posted
    • Have automatic filters and alert the user that their post seems like spam and they should reword. We could also for others ask the user to confirm that they want to post their question even though the system sees it as spam - and it will automatically be escalated to a moderator for review for consideration if it is spam or not.

    2. Discussions that happen in a thread that may or may not have the same issue

    • This tends to happen a lot of I'm thinking we should have a different thread discussing this (or a thread for each other the mentioned issues).

    3. Perhaps the learning behind some tools including common responses and layout of content

    • I'd like some more information around this before I can comment.
    1. How to kill spam better and bad notifications: * Implement a x number of required characters/ words required to make a question posting * Although we want to make it easier for people to sign up to use our forums not just solely to ask questions but to answer other questions (but not exactly become a contributor), this is one of the methods we have for eliminating spam * Work on improving the way we verify accounts so questions are posted * Have automatic filters and alert the user that their post seems like spam and they should reword. We could also for others ask the user to confirm that they want to post their question even though the system sees it as spam - and it will automatically be escalated to a moderator for review for consideration if it is spam or not. 2. Discussions that happen in a thread that may or may not have the same issue * This tends to happen a lot of I'm thinking we should have a different thread discussing this (or a thread for each other the mentioned issues). 3. Perhaps the learning behind some tools including common responses and layout of content * I'd like some more information around this before I can comment.
  11. If still interested, a survey was created in conclusion to this, feedback and responses are welcome.

    Link to Survey

    If still interested, a survey was created in conclusion to this, feedback and responses are welcome. [https://docs.google.com/forms/d/1OnELPE9FVUnfcveMra3-NNta4ICFdJBGGnXweWfDqaM/viewform?usp=send_form Link to Survey]
  12. Actually I am very interested, but who is meant to be the target participant group filling the survey? I am probably not the best one, as working on Czech support forum, but maybe we can translate it for Czech audience - some kind of similar survey may also help me to identify key aspects before I make the final decision, if the migrate our support forum to SUMO or not yet.

    Actually I am very interested, but who is meant to be the target participant group filling the survey? I am probably not the best one, as working on Czech support forum, but maybe we can translate it for Czech audience - some kind of similar survey may also help me to identify key aspects before I make the final decision, if the migrate our support forum to SUMO or not yet.
  13. Michal it is for all audience. Users can be contributors and contributors can be users so yes please feel free to add. I will be happy to try to translate the answers as well, though I believe most are multiple choice answers. Thank you for the help!

    Michal it is for all audience. Users can be contributors and contributors can be users so yes please feel free to add. I will be happy to try to translate the answers as well, though I believe most are multiple choice answers. Thank you for the help!