Support/ForumRedesignPRD: Difference between revisions

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Support/ForumRedesignPRD (view source)

Revision as of 20:31, 18 March 2010

16 bytes added ,  18 March 2010
→‎Individual Question View
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** Only the sum of the first two options should be counted when displaying the number of people who found a solution helpful, but moderators will be able to see each stat so we can quickly identify bad solutions.
** Only the sum of the first two options should be counted when displaying the number of people who found a solution helpful, but moderators will be able to see each stat so we can quickly identify bad solutions.
**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 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.
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** Send email a few days after the first solution is posted to remind them to come back and rate the solution.
** Send email a few days after the first solution is posted to remind them to come back and rate the solution.
* Guided AAQ form -- we have that now, shouldn't lose it
* Guided AAQ form -- we have that now, shouldn't lose it
** Will ask for a few more details from the user compared to today -- e.g. password (we'll require registration), computer skill level, and how long the user has been using Firefox. Alternatively, a way to log in to an existing account for returning users asking more questions.
** Will ask for a few more details from the user compared to today: computer skill level, and how long the user has been using Firefox. Alternatively, a way to log in to an existing account for returning users asking more questions.
* 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.
** Computer skill level will be stored per user so that if the user comes back in the future, this question will not be there.
* The compose box (both in AAQ form and when composing a reply) should have ability to add links, formatting, lists etc to solutions and if it needs markup to have a toolbar for it.
* The compose box (both in AAQ form and when composing a reply) should have ability to add links, formatting, lists etc to solutions and if it needs markup to have a toolbar for it.
** Use the same markup language as the future wiki for consistency
* Auto-linkification of URLs in all posts
* Auto-linkification of URLs in all posts
* Ability to upload (and view and moderate) screenshots
* Ability to upload (and view and moderate) screenshots
* Ability to edit and delete your own posts -- if other people have acted on your post (vote up, posted solutions) you should be given a warning.
* Ability to edit and delete your own posts -- if other people have acted on your post (vote up, posted replies) you should be given a warning.
* Moderator controls -- delete (move to a Spam forum?), edit other people's solutions as well as editing question titles and details
* Moderator controls -- delete (move to a Spam forum?), edit other people's solutions as well as editing question titles and details
* Some way to report things (threads, followup questions, solutions) as needing moderation
* Some way to report things (threads, followup questions, solutions) as needing moderation
** This can be done even by logged out users.
* HTTPS support for views that require logging in as well as form submission
* HTTPS support for views that require logging in as well as form submission
* Support threads should be tag-able. For moderators/trusted contributors with the right permission, it should be possible to add/remove tags in close proximity of the OP post in a straightforward Flickr fashion. OP might also have the ability to add/remove tags?
* Support threads should be tag-able. For moderators/trusted contributors with the right permission, it should be possible to add/remove tags in close proximity of the OP post in a straightforward Flickr fashion.
** Make a seperate user group for being allowed to tag posts


''P2'': We should have these in the initial launch but they can slip to "top priorities after launch" if resources are limiting.
''P2'': We should have these in the initial launch but they can slip to "top priorities after launch" if resources are limiting.
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** 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 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.
Cww
Confirmed users
1,247

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