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Support/ForumRedesignPRD: Difference between revisions
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{{DRAFT}} | {{DRAFT}} | ||
==Problems with current system== | |||
* Users have a hard time finding others with the same problem so they start lots of redundant threads | * Users have a hard time finding others with the same problem so they start lots of redundant threads | ||
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* We don't group threads in any way | * We don't group threads in any way | ||
==Solution ideas:== | |||
* Look at Get Satisfaction or Stack overflow -- those are systems designed to answer user questions with a community. | * Look at Get Satisfaction or Stack overflow -- those are systems designed to answer user questions with a community. | ||
* We want to motivate users to "me too" if their question matches -- we can do that by allowing people to up-vote. Up-voted threads get more attention so if they want a thread started by someone else to get an answer, they should upvote | * We want to motivate users to "me too" if their question matches -- we can do that by allowing people to up-vote. Up-voted threads get more attention so if they want a thread started by someone else to get an answer, they should upvote | ||
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* We need to keep metadata accessible and easy to query so we can do things like "top issue by OS" or "top tag by version" | * We need to keep metadata accessible and easy to query so we can do things like "top issue by OS" or "top tag by version" | ||
==Usecases== | |||
'''A user with a common issue''' | |||
# Searches for threads | # Searches for threads | ||
# Finds one that matches his problem | # Finds one that matches his problem | ||
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# Tweets this solution so his friends knows how helpful JoeContributor is. | # Tweets this solution so his friends knows how helpful JoeContributor is. | ||
'''A user with an unsolved common issue''' | |||
# Searches and finds a thread | # Searches and finds a thread | ||
# Sees no solution | # Sees no solution | ||
# Clicks "I have this problem too" and adds his email address so that it'll be more likely that someone notices this problem and so he'll be notified when there's a solution posted | # Clicks "I have this problem too" and adds his email address so that it'll be more likely that someone notices this problem and so he'll be notified when there's a solution posted | ||
'''A user with an uncommon issue''' | |||
# Searches and finds a similar thread | # Searches and finds a similar thread | ||
# Wants to post to it saying "I have this BUT it's not quite the same" -- but there's no place to do this. | # Wants to post to it saying "I have this BUT it's not quite the same" -- but there's no place to do this. | ||
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# Starts a new thread | # Starts a new thread | ||
'''Contributors who want to help others''' | |||
# Starts the day, checks the to see if any threads are flagged for him. | # Starts the day, checks the to see if any threads are flagged for him. | ||
# Then checks the "threads with me" view to see if any "thankyous" were posted or if any comments were left on his solutions or replies were made to his followup questions -- flags a few threads for one of his fellow contributors because he's stuck. | # Then checks the "threads with me" view to see if any "thankyous" were posted or if any comments were left on his solutions or replies were made to his followup questions -- flags a few threads for one of his fellow contributors because he's stuck. | ||
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# Looks at the top issues by vote to make the biggest impact and earn the most karma | # Looks at the top issues by vote to make the biggest impact and earn the most karma | ||
'''Contributors who want to do something lighter''' | |||
# Has a dashboard of untagged threads | # Has a dashboard of untagged threads | ||
# It shows suggested tags but he reads the question and selects better tags and removes bad ones | # It shows suggested tags but he reads the question and selects better tags and removes bad ones | ||
'''Metrics gathering''' | |||
# We can track top tags as well as look at the top 20-30 issues by vote to get a really good picture of what the top questions are. Votes provide numeric data. | # We can track top tags as well as look at the top 20-30 issues by vote to get a really good picture of what the top questions are. Votes provide numeric data. | ||
# It's really easy to segment the data -- by version, by OS, etc. | # It's really easy to segment the data -- by version, by OS, etc. | ||