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Change 'edit time' on Satisfaction?
After a PBwiki Support meeting tonight, I decided to direct this issue to you about the edit timeout that's in place.
While a timeout for the edit button is available for the usual user, a support person's answer may change as their system changes - thus an entirely different answer may apply.
How can we edit these answers? Can some of us gain special privileges for an edit button to appear, or to delete threads?
While a timeout for the edit button is available for the usual user, a support person's answer may change as their system changes - thus an entirely different answer may apply.
How can we edit these answers? Can some of us gain special privileges for an edit button to appear, or to delete threads?
I’m afraid to be insufficient
2
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
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Inappropriate?I can explain how we have handled this in the past...
Usually, the support person will reply again to the thread, describing the new situation/solution. After that, they turn the previous official responses off, and set the new official response to the top.
That lets you maintain the conversational flow, while still letting people get answers quickly.
2 people say
this solves the problem
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Inappropriate?The biggest problem with this is the 'old standard answer' isn't current, and the search results are restricted to five threads, so users get frustrated when trying to locate an answer they have seen before - as the old answer becomes unusable and taking up unwanted space from both ends - support and their users. -
Inappropriate?Hi Rebecca,
Thanks for the feedback!
It's also important that we maintain a certain amount of consistency and neutrality on the site. That is, allowing employees to edit their posts forever could lead to some very negative behavior that could compromise the trust of customers.
The search results aren't effected by what answers have risen to the top of a discussion, Scott can correct me if I'm wrong. It's also good to note, that a lot of discussions can have more than one correct answer.
I’m glad for good feedback.
1 person says
this solves the problem
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Inappropriate?Maybe I'm missing something...
If you set the new, correct answer to be an official response, users that are still having the problem will go into the thread and see the newest official response, and the old answer will be buried down in the discussion. You can further re-enforce that there is new content by including something like "UPDATE!" in the content of your new reply.
Editing replies days, weeks, or months down the line will just confuse user's who remember the discussion, moreso, in my opinion, than having the conversation represent the history of answers over time.
I get at what your problem is, though. Having a knowledge base of always up to date answers is something that would be very useful, but also something that doesnt quite fit into our system at present. I've argued in the past for implementing a backing wiki-like system that can be fed from past and ongoing discussions. I've compared it to having an "inverse wikipedia", where behind every discussion is a results document (whereas wikipedia has the "talk" page behind every article). Unfortunately, things haven't progressed beyond batting ideas around the office... but I would be excited to hear your opinions on the matter.
1 person says
this solves the problem
CHAMP
