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I’m
anticipating
Create a "How To/FAQ/Tutorial" topic type
Could really use a 'knowledge base' topic where the company could post simple howtos, screencasts etc.
Promoted
Responses
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I vote for "FAQ" for the name of the new content type, not knowledge base. Normal people don't know what a knowledge base is!
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I’m
hopeful this can happen.
3I could totally use this for our company's site. This could be a repository of how-tos that come up as potential answers when someone types in a question or idea. We currently have an extensive KB, but it's on a different system, and is, hence, rather useless. It would be incredibly helpful if we could merge the KB articles with our GetSatisfaction system. (Not to mention, it would be great if there was an easy way to import bulk items).
CHAMP
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CHAMP
I’m
intrigued
We recently removed a topic type: "Discussion" because it was pretty free-form and not used all that much. We added the Praise topic type at that time, and that seems to work well.
But this is a little different. I'm not a huge fan of the "knowledge base" monicker, mostly because it's been used so much, but I totally see what you mean about topics that are more like "how to" topics. There might be a place for those in our system. Screencasts, walkthroughs, etc.
One person here in the office (devil's advocate!) pointed out: conversation systems and documents that change over time with updates may not be the best match. But, perhaps we're not really talking about a conversation-like topic -- just a way to distinguish content differently, or simply put reference documents on our site that are "attached" to conversations.Comment -
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I’m
confident
Sounds exactly like what we're looking for. I agree 'Knowledge Base' is an overused term. A topic of 'How To' would fit our needs perfectly. I think is *could* be a conversation style as that would give people the chance to offer feedback on the document/screencast/tip and therefore a chance for us to improve it.
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I’m
hopeful this can happen.
3I could totally use this for our company's site. This could be a repository of how-tos that come up as potential answers when someone types in a question or idea. We currently have an extensive KB, but it's on a different system, and is, hence, rather useless. It would be incredibly helpful if we could merge the KB articles with our GetSatisfaction system. (Not to mention, it would be great if there was an easy way to import bulk items).
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Some further thoughts on this notional feature:
I can see the need to treat these articles differently than regular topics of conversation as discussed above. I agree whole-heartedly.
That said, getting these articles in the system without emailing everyone who is set up to be notified will be a must. Imagine my inputting 100+ articles, each time sending an email to everyone subscribing to us. You can imagine this would annoy the crap out of folks.
Additionally, I foresee a need to mark a topic as allowing comments/conversation or not. Some how-tos might be suitable for users to throw in their two-cents worth. However, most wouldn't.
Given that these wouldn't be conversations, per se, these how-tos could be a sidebar item rather than a tab across the main entry form.
The most important feature, though, is that when someone types a question, idea, feedback, or problem, GS searches through the how-tos and presents them as a possible solution/answer inline with the other user-entered topics.
Thanks,
Steve-
The ability to lock a conversation is in this topic:
Create a thread which is closed for comments/replies -
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1The topic about allowing mods to close topics for comments was merged here.
I think a FAQ type of posting would be great, but we would specifically like to be able to close comments on any topics. Particularly on archived topics!
We often have bugs that we resolve, and 4 or 6 months later, another user posts that the problem is "still happening" or "unresolved".
Also, when the topic is archived, these comments get posted to the topic, but it may be that no employee will see the comment.
Ideally, we won't have so many out-of-date topics floating around, but we get a great deal of traffic, with over 20,000 topics posted this past year.
Being able to close topics for comments on ANY type of topic would assist us a lot. -
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2for some reason my suggestion ended up in the devcommunity and then i found this here... anyway:
so many sites that i visit have a combination of forums, wiki, knowledge base, tutorials, documentation, how-to, faq, api / developers, etc.
by creating a tutorial / wiki type, getsatisfaction would become an even more invaluable tool. site owners could replace all those tools with a single tool: getsatisfaction
ideally this type would work slightly different than the others. instead of simply having a thread of people responding to a tutorial, the topic should be editable (with revertable history) by any account holder (not just the original poster). this way it functions like a wiki. also users could comment to get feedback before integrating ideas into the original post.
the overall goal is two fold:
- the post is proactive rather than reactionary
ex: rather than waiting for someone to ask "how do i install this program?" you can simply create a faq and pre-empt the question.
- the first post should be editable by all (to change over time as environments change)
ex: i want to create a tutorial on how to eat an oreo cookie... but i'm only familiar with my way: dunk cookie into milk and drink oreo cookie milkshake. i suspect others may eat theirs differently, so a sort-of wiki would be quite useful for others to add their ideas. that way when others come to the post, they don't have to scroll through all the comments... they can just read the first post and see all the exciting ways to eat an oreo. :)
my other post is here:
http://getsatisfaction.com/devcommuni...-
i suppose the fact that this thread is almost 2 years old means i shouldn't hold my breath :(
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- the post is proactive rather than reactionary
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2right now users can do one of the following:
1) ask a question
2) share an idea
3) report a problem
4) give praise
i'd like to suggest a fifth type
5) tutorial / wiki
so many sites that i visit have a combination of forums, wiki, tutorials, documentation, api / developers, etc.
by creating a tutorial / wiki type, getsatisfaction would become an even more invaluable tool. site owners could replace all those tools with a single tool: getsatisfaction
ideally this type would work slightly different than the others. instead of simply having a thread of people responding to a tutorial, the topic should be editable (with revertable history) by any account holder (not just the original poster). this way it functions like a wiki. also users could comment to get feedback before integrating ideas into the original post/tutorial.
This reply was created from a merged topic originally titled
new topic type: tutorial.-
we would also like some FAQ/WIKI feature
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I see a way to edit the title...but surely it should be possible to edit the body of a post I made previously? This is also important when we're using the system to post "FAQ" type items, which may need to be modified later.
This reply was created from a merged topic originally titled
Let me edit my own posts!.-
We do plan to introduce this sort of topic type, but in the mean time if you have a topic that needs to be edited, let me know and I'd be happy to make the change for you.
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1I would also really like to see a FAQ type. The alternative is that I make a FAQ by hand rather than using GetSatisfaction to do this.
Morgan - what's the timeline for introducing the FAQ type? -
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I vote for "FAQ" for the name of the new content type, not knowledge base. Normal people don't know what a knowledge base is!
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I'm with you. FAQ!
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I have this same problem (need a specific type of topic for FAQ questions) because once a topic is replied to the author cannot change it. Not cool if something changes and you need to update the info.
GS is aware of the issue and says they are looking at it. -
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I’m
Disapointed.
This would be a great feature. I would love to have one for "Tips and Tricks". Either way it would be great to be able to create and customize your own.
Thanks.... -
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1Do we have a date on when this will be integrated? We just launched and are running into issues very quickly surrounding this product need.
-Heather -
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Same here. Right now I'm asking dozens of questions on our own forum, containing the answers in the question body -- it will work, sortof, but it's far from optimal. Any updates? Thanks in advance! -
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I’m
Excited
Can't wait to see an FAQ feature in Get Satisfaction. This tool is great! but we are lacking an FAQ tied in to it. -
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Most excellent idea.
A simple 'How To' for all the basic functions would be a good start, as there are many people asking the forum on how to do basic functions.
The current online 'how to' is not easy to find and is not intuitive.
At the moment people click on 'Help' and really are not locating Help, so they end up asking questions instead of locating the answer, which probably already exists.
After clicking on Help, you are taken to a TB page, which if you enter 'How to' the search says 0.
If you enter 'faqs' you get 6 results, none of which have any How to's.
Hence the forum is constantly receiving a lot of users who are asking How To basic functions.
I'm sure there are regular helpers in the community who would assist in putting this together. -
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I definitely need this also... just signed up and I figured this was possible right now, but guess it is not.
Even if there was a way for me to post a question, write the answer in the body, and then make it sticky at the top? Can I do that?-
That's a decent workaround. The "gotcha" is that if anyone replies to a post, you won't be able to edit the post later.
The new moderator tool for closing a topic to replies helps with this, by locking the topic in an editable state. Of course that also means people have to create a new topic if they want to ask for clarification or have trouble following the steps in your FAQ.
What I've done in the past is create a topic with the question, then post a reply with the answer and set it to "official response"...much like you describe. Your reply will remain editable if other people post replies to the topic; if somebody posts a comment on your reply, however, it will no longer be editable. (see example) But if that happens, you could potentially delete your reply (and the comments that were attached) and re-post an amended version of it. -
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Cool.. now if they would only solve the 'sticky' part... Problem is that many of my users will be very impatient and will fail to search for something as simple as 'How do I .... '. If they saw the 'sticky' post right at the top, it would avoid a lot of duplicate posts.
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