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Can replies by company reps be highlighted in topic pages?
It's easy to overlook the reply of a company representative when I'm scrolling through a long topic page, especially when there's no "official response" yet to a still-open problem.
Case in point: the "Twitter IM is down" problem is still being worked on (issue not yet fixed), but it already has 173 replies.
Given that there's no "official reply" yet (since the problem is still not solved), it's very hard to find the last response from a company rep -- even with the "employee" badge on their avatars. A first-time visitor to the topic will find it difficult to get up to speed quickly on the status.
In light of the above, can topic pages be tweaked so that replies from company reps are highlighted in some way?
(I realize that this may be perceived as giving companies a "louder" voice in the discussion, so I don't literally mean "highlighting" when I use the term above. Rather, it's providing some mechanism that makes the company replies easier to find.)
Case in point: the "Twitter IM is down" problem is still being worked on (issue not yet fixed), but it already has 173 replies.
Given that there's no "official reply" yet (since the problem is still not solved), it's very hard to find the last response from a company rep -- even with the "employee" badge on their avatars. A first-time visitor to the topic will find it difficult to get up to speed quickly on the status.
In light of the above, can topic pages be tweaked so that replies from company reps are highlighted in some way?
(I realize that this may be perceived as giving companies a "louder" voice in the discussion, so I don't literally mean "highlighting" when I use the term above. Rather, it's providing some mechanism that makes the company replies easier to find.)
I’m uncertain but figured it can't hurt to ask.
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The company has this under consideration.
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Inappropriate?Hi mdy. I actually think we did do this at some point. I'm not sure why we don't now -- I'll have to bring someone in from the product design team to speak to that. But I agree with you that it would be handy to have more of a visual cue on employee replies.
I’m glad you asked
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Inappropriate?I think this is a great idea and will bring it up with the rest of the design team. I'm new here so I don't know the history on this, but I can see why it would be important to be able to quickly scan for an employee reply within a long thread. Thanks for your suggestion!
I’m excited
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Inappropriate?Thank you both! And welcome to the Satisfactory, Wendy! 8-) -
Inappropriate?Great suggestion mdy!
I originally designed the employee reply with a highlighted box, but you hit the nail on the head with you comment that "this may be perceived as giving companies a "louder" voice". Still, finding company replies will help people follow the progress of the discussion. The solution may be something as simple as calling out employee replies and when a user clicks on that call out THEN we highlight the topics.
I’m throwing an idea out there
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this is one of the best points
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Inappropriate?^ This sounds like a workable solution. 8-) I do have a couple of follow-up questions, though:
1. when the user returns to the same topic page the next day, will the topic page remember to highlight the employee replies or will the user have to click again to enable highlighting?
2. Users who find this functionality helpful may want to always see this highlighting for all topics, and will be frustrated by having to click again with each topic. If that's the case, can there be a user preference setting that can be remembered by GSFN? And can that highlighting preference be applied to all topic pages that the user opens?
Note: I don't really feel a pressing need for either #1 or #2 to be implemented, since only a few of the topics have a lot of replies. I'm merely asking these follow-up questions with my devil's-advocate hat on. 8-)
I’m thankful
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This is one of the best points
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Thanks, mdy. Good food for thought. -
Great follow-ups! I'm curious; are the green "employee" boxes around the user icons noticeable to you when scanning a long page, like the Twitter topic?
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Hi Leslie. The green "employee" boxes are noticeable when I force myself to slow down my scrolling. It was because I found myself having to scroll through the long topic twice that I came here to ask this question. 8-)
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Ok, good to know, that was my general experience as well, they stand out, but only when I'm looking for them. Thanks!
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