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Improvements Needed in the UI of Management Features
I think some serious improvements are in order for the Management View. When I click on any one of the "Not sure where to dive in?" boxes, there is no option to return to the regular view. I have to click on management again. I don't find myself using the search and filter options to the right at all. All of my work needs to be done in that list, so making it more intuitive is very important to me.
Also, there should be a way to group similar questions and responses (I've already suggested drag and drop idea) so that you can sift through many questions at a time. Right now the page is quite unfriendly to use. It would also help if there is a check box to select several questions at a time and then change their status simultaneously.
Lastly, I'd like to be able to get straight to my company from my log on. Right now the only way requires a couple of clicks and some load time. It would be great if GS remembers my preferences for logging in, and then takes me straight to a homepage built for my company. The current way, via clicking on "You" and then waiting for your company to load is somewhat cumbersome.
Also, there should be a way to group similar questions and responses (I've already suggested drag and drop idea) so that you can sift through many questions at a time. Right now the page is quite unfriendly to use. It would also help if there is a check box to select several questions at a time and then change their status simultaneously.
Lastly, I'd like to be able to get straight to my company from my log on. Right now the only way requires a couple of clicks and some load time. It would be great if GS remembers my preferences for logging in, and then takes me straight to a homepage built for my company. The current way, via clicking on "You" and then waiting for your company to load is somewhat cumbersome.
I’m frustrated.
2
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The company has acknowledged this problem.
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Inappropriate?Great suggestions, and for the most part very much in line with our thinking. We'll be refining and extending management tools substantially this year. We eat our own dog food so we share in the triumphs and challenges of our own product. Overall, we're very happy, but it's a long-term and ongoing effort to perfect it all. Please keep sharing!
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The company says
this solves the problem
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Inappropriate?Ok, after a few months of using GS, and hundreds of support questions answered, I have a new list of things that need to be addressed.
1) Redundancy Reduction - When our users ask a redundant question, they need to be told explicitly that we've already answered a similar question, and make it harder (via UI, not language) to leave a new question. I still find myself answering the same questions over and over. Not seeing a reduction in redundancy as much as I could.
2) Search-ability for Users - Perhaps #1 can be achieved with a better search function. Maybe you can add automatic tags based on the keywords in their original question? If a title or question closely matches the text in an older topic, it's highly likely to have been answered already.
3) Search-ability for Management - I can't quantify how frustrating it is to use the search in the management area. In fact, I usually have two windows open just to answer one question - one for the new question, and one for the search so I can link to the answered topic elsewhere.
4) Question Preview in Management View - If I click on a question in management, make it drop down with the 1st two lines of the question. I need see what's pressing, redundant, worthy of redirection, etc.
I'm envisioning a combination of updates that have a template-like effect, so that I can select the most relevant answer if a user hasn't already found it on his or her own.
I think that's enough for now. Thanks, and looking forward to hearing your responses.
I’m happy
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Inappropriate?This is awesome feedback. As community manager, I experience the same frustrations you are speaking of and want to see these exact same details fine-tuned.
Redundancy: I think that you hit a possible answer to this one -- UI not language -- as a remedy.
Search definitely needs an overhaul. I find myself using Google Site Search too often. Auto tagging might be a solution here. Great idea to consider.
I don't use Management View as much as I'd like. The moderation tools, however, has a search function that is perhaps more useful, although it's just searching for keywords. Perhaps we can fold that same functionality into the Management View or redesign this to alleviate what you're noting.
I love the idea of preview in the Management View, as you suggest. Very helpful.
In addition, I think that bookmarking/flagging/favoriting of topics would certainly help, as would saving snippets of text that you often reuse or need handy.
Thanks for all of this really excellent feedback. You're practically a one-person focus group. I will encourage others here to weigh in as well.
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