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Support/ForumRedesignPRD: Difference between revisions
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==Ideas:== | ==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 (P1) | ||
* We want to motivate users to start a new thread when their question doesn't match -- we do this by downplaying comments on the original post. We gear the UI towards followup questions (top section) and possible solutions (bottom section) with no obvious space for adding your question to the mix. | * We want to motivate users to start a new thread when their question doesn't match -- we do this by downplaying comments on the original post. We gear the UI towards followup questions (top section) and possible solutions (bottom section) with no obvious space for adding your question to the mix. (P1) | ||
* We want to make it easier to find a matching thread if the current one isn't good -- using tags and a "see these related threads" feature. | * We want to make it easier to find a matching thread if the current one isn't good -- using tags and a "see these related threads" feature. (P1) | ||
* We want to provide an obvious space to ask followup questions from contributors and keep that distinct from possible solutions | * We want to provide an obvious space to ask followup questions from contributors and keep that distinct from possible solutions (P1) | ||
* We want to let everyone grade solutions (vote up). What may work for one user (even the OP) may not work for someone else, but feedback from every user with the problem is useful in deciding which solutions are best. | * We want to let everyone grade solutions (vote up). What may work for one user (even the OP) may not work for someone else, but feedback from every user with the problem is useful in deciding which solutions are best. (P1) | ||
* When a solution exists, make sure the user can see right away without having to scroll. | * When a solution exists, make sure the user can see right away without having to scroll. (P2) | ||
* Comments on solutions will allows people to refine steps etc. | * Comments on solutions will allows people to refine steps etc. (P3) | ||
* We want to track who the OP is with cookies as well as by using keyed links in emails. | * We want to track who the OP is with cookies as well as by using keyed links in emails. (P1) | ||
** Generally make emails better with things like rich text. | ** Generally make emails better with things like rich text. (P2) | ||
* We want to let people Tweet or Facebook status solutions they liked with links as a way of giving the helper more recognition and re-enforcing that this is a community effort. | * We want to let people Tweet or Facebook status solutions they liked with links as a way of giving the helper more recognition and re-enforcing that this is a community effort. (P4) | ||
* We should add a way to flag threads for other "expert" contributors -- but find a way to make sure that's not abused. | * We should add a way to flag threads for other "expert" contributors -- but find a way to make sure that's not abused. (P3) | ||
* We can improve contributor workflow by letting they see custom "dashboard" views: Top issues, top unanswered issues, threads that they're active in, threads other people have flagged for them, new issues -- as well as custom views like certain tags or OSes or Firefox versions. | * We can improve contributor workflow by letting they see custom "dashboard" views: Top issues (P1), top unanswered issues (P1), threads that they're active in (P2), threads other people have flagged for them (P3), new issues (P2) -- as well as custom views like certain tags (P3) or OSes or Firefox versions (P3). | ||
* 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" (P2) | ||
==Usecases== | ==Usecases== | ||