Loading Profile...
Welcome!
This is a space for an open conversation between you and other people with interests and passions in this company or organization. Sometimes representatives from the company or organization may take part in the conversation too.
This is a place for real people to get the most from their products and services, and for companies to get real with their customers. It isn't a collection of generic responses, but rather a community that collaborates on answers, solutions and ideas through conversation.
The community here isn't owned by any one person, company or organization. It is brought to life through the care and feeding of all the participants.
If you need some help getting started, go here. And be sure to go here to check out our community guidelines for some simple ground rules.
For questions, comments, ideas or anything you want to say to or about Satisfaction, please go here.
This is a place for real people to get the most from their products and services, and for companies to get real with their customers. It isn't a collection of generic responses, but rather a community that collaborates on answers, solutions and ideas through conversation.
The community here isn't owned by any one person, company or organization. It is brought to life through the care and feeding of all the participants.
If you need some help getting started, go here. And be sure to go here to check out our community guidelines for some simple ground rules.
For questions, comments, ideas or anything you want to say to or about Satisfaction, please go here.
Follow this discussion to get notifications on your dashboard.
-
Inappropriate?Why is this board not linked to on the delicious-monster.com Help page or in the the site footer!
Wht's the use of starting as help board if it's not linked to from the product site?
-Michael -
Inappropriate?We only just started this forum last week, and we're not sure if it works for us yet... We don't want to keep jerking customers around and saying, "No, send mail here! No, post on this forum! No, wait, over here!"
So, we're slow-launching it. I'd appreciate your feedback on whether you think it should be our main forum.
-W
I’m undecided
-
Inappropriate?The nice thing about having an official link on your website is that you can always change it if this solution doesn't work out — at least users will know where to go for the current solution. The problem with not linking to it is that you can't properly evaluate it, if your users aren't aware of it!
That said, I've used Get Satisfaction for other products, and it seems to work well, so I say use it until a better solution comes along, but make it official and keep your users in the loop... otherwise, it's kind of a pointless exercise.
-Michael
I’m confident
-
Inappropriate?mpmchugh said:
"The problem with not linking to it is that you can't properly evaluate it, if your users aren't aware of it!"
Well, the MacNN forum for DL has never lacked for user postings (even though there isn't an official DM link pointing to it), but it's rare lately that any DM staff drop by to help with problems (last visit by DM tech support was over a month ago!). And that's for a product that has yet to ship with up-to-date online help! Call that customer support? 'Cos I don't!
That's why I interpret Wil's comment to mean he's evaluating whether the DM staff will want to post to this forum.
I’m frustrated
-
Inappropriate?Chris: The MacNN forums are primarily for users to talk to and support each other, as are most forums on the web. All of us at DM and at Golden % Braeburn have spent the last month digging out of the 34,000 e-mails we received after we launched Delicious Library 2, and we finally got down to ZERO in our INBOX only last week.
We have to prioritize, and if a customer sends us e-mail asking for support that's what we service first. We like to maintain a presence on forums, but if something's got to give, that's what will give first.
The other problem is there's so much noise in the MacNN forums that it's very hard for us to find real questions to answer. It makes it so there's 80 tons of stuff for our single support person to read, and there are only so many hours in each day. (And, if we start moderating, people cry "censorship!", so we feel like we can't win.)
mpmchugh: I will make it official if it seems it's working out for us. It certainly seems promising so far.
-W
I’m undecided
-
Inappropriate?The other thing to note is that every hour that I have to answer the same questions on forums that I also have as official bug reports is an hour where I'm not, like, actually fixing bugs or adding features.
For example, for the past three days I've been adding the ability to search on any fields, like in 1.0 but even better. But, right now, instead of getting the beta out so people can test it, I'm posting in this forum, trying to do damage control and defend my company's support.
At any rate, here are the release notes for this feature; hopefully I'll get a beta out tonight:
- There are now three major search categories: "Title & People", "Descriptions" and "Numbers".
- "People" now includes all people involved, whether actors or illustrators or what-have-you.
- "Descriptions" includes tracks, primary synopsis, your synopsis, your review, notes, features, genres, media types, languages, and a ton more.
- With the first two categories you can enter the medium type now, too, so you can type "Book Niven" to find Larry Niven's books.
- "Numbers" includes Library of Congress (if filled in) and Dewey Decimal and prices.
- A tooltip on the search field now shows you exactly what fields will be searched in each of these three categories. (There is some overlap between them.)
- If you type multiple words, we now consider each word separately when searching -- before, if you typed "Niven Mote" you'd have to have a person or title that literally contained "Niven Mote", in order. Now you can have a person named "Larry Niven" and a title that's "Mote in God's Eye" and it'll be found, like you'd expect. (This is like iTunes' search.)
- You can now quote substrings to search literally, for example, "Larry Niven" (with the quotes) will only match against Larry and Niven in that order, with exactly one space between them. (This is what the old searching behavior always was in 2.0.1 and before.)
- You can even switch the search field category to "Descriptions" and type "Blue Book" to see all your books with blue covers!
I’m confident
-
Inappropriate?Thanks for the info and the replies, Will. I hope DL and its customers find this service useful. It can be a useful tool for all.
I think users often get frustrated by a lack of information from software developers. Likewise, I'm sure we'd all like to see you coding, rather than answering questions, but I guess it's just a continual balancing act that's needed.
Keep up the good work!
I’m thankful
-
Inappropriate?If you check http://delicious-monster.com/help, you'll find we're now completely integrated with Get Satisfaction.
Mmmmmmmmm, satisfactory.
-W
I’m confident
2 Comments
Add a comment
-
Nice integration, Will. You can also integrate a topic widget that can list the x latest topics from your GS site on your web site's help page. Let us know if you have any questions or if we can help in any way. Cheers! -
What I'd really like is for the "results" area to show "Here are some popular topics right now" until a search is done, and then the results show up. Like I have up top, but automated.
Eventually, it'd be nice for me NOT to have an official FAQ any more, but we'd need some way to get "clean" results out of getsatisfaction -- I'm not going to link to a page with 100 confusing comments on in when all I want to say is, "Here's how to plug in your USB scanner" or whatever.
-W
EMPLOYEE