Support/ForumRedesignPRD: Difference between revisions

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Revision as of 15:53, 18 March 2010

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[https://wiki.mozilla.org/File:Threadview.png Possible mockup] (treat as illustration to help understand the features, not as how this will look at all)
[https://wiki.mozilla.org/File:Threadview.png Possible mockup] (treat as illustration to help understand the features, not as how this will look at all)
''P1'' Needs to have for launch:
''P1'' Needs to have for launch:
* Somewhere to say "me too" for users and make the counts visible. -- This will motivate users with the same problem to vote up since that will get that thread answered faster
* Somewhere to say "me too" for users and make the counts visible.
** '''Motivation:''' This will motivate users with the same problem to vote up since that will get that thread answered faster
** The full vote count should be displayed, but only the "votes in the most recent X days" should be counted in thread priority algorithms (more on that under Thread List View below).
** The full vote count should be displayed, but only the "votes in the most recent X days" should be counted in thread priority algorithms (more on that under Thread List View below).
** Clicking the "me too" button should increase the number of votes, and pop up a form asking for the user's e-mail address so we can send notifications whenever a solution to the problem is posted.
** Clicking the "me too" button should increase the number of votes, and pop up a form asking for the user's e-mail address so we can send notifications whenever a solution to the problem is posted.
*** If the problem is already marked as solved by the original poster, we should instead pop up an info box explaining that the question already has a solution and offer a link to that solution. We should also tell the user to post a new question if that solution doesn't help.
*** If the problem is already marked as solved by the original poster, we should instead pop up an info box explaining that the question already has a solution and offer a link to that solution. We should also tell the user to post a new question if that solution doesn't help.
* A list of related questions should be visible in close proximity to the OP post -- Populate this by looking for top-voted threads with similar tags.
* A list of related questions should be visible in close proximity to the OP post -- Populate this by looking for top-voted threads with similar tags.
** Make it easy to start a new question if the current one doesn't match or find the one that does. Something like a link immediately under the related questions feature to ask a new question.   
** '''Motivation:''' Reduce the problem of other users hi-jacking a thread because they think they have the same problem when in fact they have a related problem.
* Rich text replies (WikiMedia markup, or HTML?) shown chronologically.
* Make it easy to start a new question if the current one doesn't match. Something like a link immediately under the related questions feature to ask a new question.   
** '''Motivation:''' Minimize the risk of a frustrated user posting comments in a thread he shouldn't be in.
* Rich text replies (WikiMedia markup, or HTML?)
** '''Motivation:''' Enhance readability and allow for pretty links to articles and otherwise.
* Replies shown chronologically.
** '''Motivation:''' Chronological order encourages discussions which is an essential part of building forum communities.  
* Let people vote up replies.
* Let people vote up replies.
** '''Motivation:''' Use crowd-sourcing to identify the best answers to a question so other users have an easy way to find the solution.
**We decided on three options:
**We decided on three options:
*** "Yes"  
*** "Yes"  
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**The three tiers helps us identify contributors who are genuinely trying to help and also find troubleshooting steps that may seem to work in theory but less in practice.
**The three tiers helps us identify contributors who are genuinely trying to help and also find troubleshooting steps that may seem to work in theory but less in practice.
** The reply that the OP marked as solving his problem should get a special highlight (Yahoo answers has a "This solution chosen by the asker and "top solution chosen by the community")
** The reply that the OP marked as solving his problem should get a special highlight (Yahoo answers has a "This solution chosen by the asker and "top solution chosen by the community")
* The reply that has the most helpful votes should get a special highlight to make it stand out of the rest.
** The reply that has the most helpful votes should get a special highlight to make it stand out of the rest.
* Any replies from the original poster of the question should be also highlighted differently -- e.g. they should use the same background color as the original question at the start of the thread.
* Any replies from the original poster of the question should be also highlighted differently -- e.g. they should use the same background color as the original question at the start of the thread.
* Use a cookie to track the original poster in addition to special links in emails. That way if the OP bookmarks a page, he can still act on it as the OP without having to check his email.  This will also help reduce voter fraud.
** '''Motivation:''' The OP is the one who asked the original question. He should be treated specially because that's the person who actively asked for help.
* Use a cookie to track the original poster in addition to special links in emails.
** '''Motivation:''' That way if the OP bookmarks a page, he can still act on it as the OP without having to check his email.  This will also help reduce voter fraud.
* The whole forum needs to be easily expandible for many languages in the future (localizable strings, tracking (and storing) the language of posts)
* The whole forum needs to be easily expandible for many languages in the future (localizable strings, tracking (and storing) the language of posts)
* Metrics we need to store per thread:  
* Metrics we need to store per thread:  
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* Top-of-page Notification of whether a thread has a best solution as well as whether the OP had his question answered.
* Top-of-page Notification of whether a thread has a best solution as well as whether the OP had his question answered.
** Note that this should be two separate notifications that may be
** '''Motivation:''' Make it easy for other users to find the solution if they have the same problem.
* Rich text formatted notificaiton emails
* Rich text formatted notificaiton emails
* Anchors on solutions so they can be directly linked to
* Anchors on solutions so they can be directly linked to
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''P3'': Major features/functionality that we'd like to implement but can wait for future releases
''P3'': Major features/functionality that we'd like to implement but can wait for future releases
* Flag threads for specific contributors
* Flag threads for specific contributors
** Motivation: strengthens the bonds between people in the community. Encourages people to get to know each other.
** '''Motivation:''' strengthens the bonds between people in the community. Encourages people to get to know each other.
** Use case: ContribA sees a question that he knows ContribB is an expert at. They are friends, so he flags the question for ContribB with a simple actions/dropdown UI.
** Use case: ContribA sees a question that he knows ContribB is an expert at. They are friends, so he flags the question for ContribB with a simple actions/dropdown UI.
* Canned strings for common followup questions or solution steps. Should be 1) global canned responses that admins set up, and individual, customizeable responses per contributor.
* Canned strings for common followup questions or solution steps. Should be 1) global canned responses that admins set up, and individual, customizeable responses per contributor.
** Motivation: Speeds up the process of responding to common questions for contributors.
** '''Motivation:''' Speeds up the process of responding to common questions for contributors.
** Use case: ContribA sees a question he's been answering before. Instead of typing it up, he selects from a simple actions/dropdown UI a canned string and then submits.
** '''Use case:''' ContribA sees a question he's been answering before. Instead of typing it up, he selects from a simple actions/dropdown UI a canned string and then submits.
* Language autodetection and warn users that they'd get better help if posting in English
* Language autodetection and warn users that they'd get better help if posting in English
** Motivation: In the future, we should be able to auto-translate using Google Translate API so it would be (mostly) transparent which language the user posts in or the contributor answers in. But in the short term, we want to warn those users who are posting in a foreign language since they likely won't get help.
** '''Motivation:''' In the future, we should be able to auto-translate using Google Translate API so it would be (mostly) transparent which language the user posts in or the contributor answers in. But in the short term, we want to warn those users who are posting in a foreign language since they likely won't get help.
** Use case: UserA starts to write a question in German. A notification box appears above the compose box warning him that he might not receive an answer if he doesn't write in English.
** '''Use case:''' UserA starts to write a question in German. A notification box appears above the compose box warning him that he might not receive an answer if he doesn't write in English.
* Full functionality in different locales (contributors can find questions in their language, people can choose a language when posting, possible autotranslate)
* Full functionality in different locales (contributors can find questions in their language, people can choose a language when posting, possible autotranslate)
** Motivation: There are a lot of locales with no local community support today, e.g. Swedish. SUMO should allow users and contributors to help in their preferred languages, and it should offer the ability to auto-translate back and forth whenever possible.
** '''Motivation:''' There are a lot of locales with no local community support today, e.g. Swedish. SUMO should allow users and contributors to help in their preferred languages, and it should offer the ability to auto-translate back and forth whenever possible.
** Use case: UserA posts a question in Swedish. ContribA speaks Swedish and English and is able to see the user's question in Swedish and respond to it (in Swedish).
** Use case: UserA posts a question in Swedish. ContribA speaks Swedish and English and is able to see the user's question in Swedish and respond to it (in Swedish).
** Use case: UserA posts a question in Swedish. ContribB only speaks English, but sees UserA's question auto-translated to English and responds to it in English. SUMO auto-translates the answer back to Swedish for the user (but the original answer is kept in English).
** '''Use case:''' UserA posts a question in Swedish. ContribB only speaks English, but sees UserA's question auto-translated to English and responds to it in English. SUMO auto-translates the answer back to Swedish for the user (but the original answer is kept in English).
* Ask about computer skill level (novice to expert) and indicate this somehow so users and contributors can talk on the right level.
* Ask about computer skill level (novice to expert) and how long they've used Firefox and indicate this somehow so users and contributors can talk on the right level.
** '''Motivation:''' We need to segment our incoming user questions to get a better understanding of what the most common problems are per type of user (new, novice, experienced, etc). Allow contributors to specialize on what they're interested in.
* Send askers an email after Y days if their question is unanswered apologizing that it hasn't gotten attention and suggesting that they provide more details and update their question. If the user posts in the thread again, the thread should "bubble up" again in the thread list's default sort for contributors.
* Send askers an email after Y days if their question is unanswered apologizing that it hasn't gotten attention and suggesting that they provide more details and update their question. If the user posts in the thread again, the thread should "bubble up" again in the thread list's default sort for contributors.
** Motivation: We want to show our users that we care and haven't forgotten about them. Also, we want to encourage them to ask clear/detailed questions to increase the likeliness of it receiving an answer.
** Motivation: We want to show our users that we care and haven't forgotten about them. Also, we want to encourage them to ask clear/detailed questions to increase the likeliness of it receiving an answer.
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