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Support/ForumRedesignPRD: Difference between revisions
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** Ability for contributors to see only questions asked in their own language | ** Ability for contributors to see only questions asked in their own language | ||
** Auto-translation of non-mother-tongue questions? E.g. if a contributor speaks English and Swedish, and a forum question is asked in French, auto-translate that French question on the fly and allow the contributor to answer in English or Swedish and auto-translate back to French again. Obviously notify contributor of the process and warn about degradation of language. | ** Auto-translation of non-mother-tongue questions? E.g. if a contributor speaks English and Swedish, and a forum question is asked in French, auto-translate that French question on the fly and allow the contributor to answer in English or Swedish and auto-translate back to French again. Obviously notify contributor of the process and warn about degradation of language. | ||
* In the AAQ form, ask for the computer skill level on a scale of 1-x. This can then be used to segment our users ("what's the most common problem for new users of Firefox?") and allow contributors to focus on the type of questions they are most interested in (beginner/advanced). | * In the AAQ form, ask for the computer skill level on a scale of 1-x. This can then be used to segment our users ("what's the most common problem for new users of Firefox?") and allow contributors to focus on the type of questions they are most interested in (beginner/advanced). | ||
* Look at how Aardvark solved the "Was this helpful?" questions for some inspiration; they provide three responses: Yes; Kind of, but not for me; and No. This sends a clear message to users: a post can be helpful even if it's not solving the problem for yourself. (Added this because of our recent discussion where Cheng didn't want an ability to downvote an answer because people will misuse it and think it's a No if the answer doesn't solve the problem. In this case, "Kind of, but not for me" would be the response in those situations.) | * Look at how Aardvark solved the "Was this helpful?" questions for some inspiration; they provide three responses: Yes; Kind of, but not for me; and No. This sends a clear message to users: a post can be helpful even if it's not solving the problem for yourself. (Added this because of our recent discussion where Cheng didn't want an ability to downvote an answer because people will misuse it and think it's a No if the answer doesn't solve the problem. In this case, "Kind of, but not for me" would be the response in those situations.) | ||
* Aardvark also allows commenting on answers, which is another thing we discussed. They present each answer on the same page, and then the comments under each answer. For really long discussions under a particular answer, we could use clever overflow with an expander to load the full discussion in its own page. | * Aardvark also allows commenting on answers, which is another thing we discussed. They present each answer on the same page, and then the comments under each answer. For really long discussions under a particular answer, we could use clever overflow with an expander to load the full discussion in its own page. | ||
* Send an e-mail notification immediately when posting a question to thank the user for using the forum and inform about the fact that we're community-based to set the right expectations. | |||
* Send an e-mail reminder to the OP after x days of no response after an answer was provided in the posted thread, to encourage the user to confirm whether the problem was solved or not. | |||
* Automatically close threads with answers that haven't received a confirmation from the OP after y days. (This is going to be necessary if we want to scale forum support and ensure that contributors focus on the active threads with or without responses.) | |||
* Automatically send an e-mail notification after 2-3 days of no answers to give the user a heads up that no one has yet responded to the thread. Inform the user that he/she might have a better chance of getting a response if he/she provides more detailed information. | |||
** Give the user an opportunity to provide more information about the problem. When this info is provided, the thread should be bumped up as if it was newly created and as such more easily discoverable by the community. | |||
==Usecases== | ==Usecases== | ||