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Why do you offer step 2), if one can't start a topic from everywhere?
Hi there,
I don't know, if you have noticed your interface & usability inconsistencies!
Apart from the fact that there is a "Start a topic" sometimes and sometimes a (better!) type-in box with "What do you want to ask", the (somehow rhetorical!*) question I ask in the title is about the fact, that you can't start any question / idea / problem / discussion from e.g. from your "Your Products & Companies" site.
(* That means, that you of course should keep the "2)" step, but add a button/box!)
There is neither a "Start a topic" button nor the type-in box.
(I think you can reproduce that. ;-) If not, I'll add a comment with screenshot. ;-))
I don't know, if you have noticed your interface & usability inconsistencies!
Apart from the fact that there is a "Start a topic" sometimes and sometimes a (better!) type-in box with "What do you want to ask", the (somehow rhetorical!*) question I ask in the title is about the fact, that you can't start any question / idea / problem / discussion from e.g. from your "Your Products & Companies" site.
(* That means, that you of course should keep the "2)" step, but add a button/box!)
There is neither a "Start a topic" button nor the type-in box.
(I think you can reproduce that. ;-) If not, I'll add a comment with screenshot. ;-))
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Inappropriate?Our system has been built up to this point to centralize topics around the concept of a company. Seeing that we must provide an area where both customer and employee can work together to solve problems, the company domain provides a great tatame to improve our company-customer dialog. When, in real life, I have a problem with me apple computer, I call apple. That obviously doesn't cover many of the support scenarios out there, but given the network it is the most obvious. Finding the manufacturer to report my problem to is a lot easier than finding my local apple store in Get Satisfaction. Also, it provides a common collection-ground to better re-use conversation: A topic about my iPod most likely applies to everyone with that problem, not just the ones who bought it from the same store I use.
Given those reasons, we decided to start with the company page being the entry point for contribution. That lets us better filter search results, show smaller lists of products when attaching them to topics, and provide a more straight forward submission process. Our step 2 simply helps to add even more context to a topic, allowing companies and people to better help you. The entire app isn't a strongly connected whole yet, it is continually being further refined and improved. We'll certainly look to improve the start a topic process.
As we embrace the support network more and more, "through the company" will be but one of many paths to getting satisfaction. -
Inappropriate?Hi Scott,
I expected an answer somehow containing this argumentation.
My point is somehow just about speed and ease of use!
I just want to "get quickly to the point", from wherever I am on your site,
I think you should take that into account, although of course this has somehow also sth. to do with the fact, that you can't immediately access your own products & companies from everywhere, but that's a problem I did already address earlier.
If you aren't willing to add a "global search" (as proposed in another thread) you might at least add it as a optional way of search and not the standard search.
But I think the possibility should be there.
Anyway, I think my points here go in a different direction than my question!
This is because your answer is a little bit imprecise, as you of course do argue your companies point of view, but do not really plain simply answer my question!
As said above, the search capability / global search issue isn't addressed by me here! That's not my point. That's a point I (coincidentally ;)) make in another topic.
I’m upset
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Inappropriate?Philip,
I hope you can forgive me any imprecise responses I give you; I imagine that english is a second or third language for you, and I am having trouble translating your words into meaningful statements.
Let me try to rephrase your question, and you can correct me where I'm wrong. You are, essentially, making the statement that you are having trouble navigating around the site, and in this topic you are specifically mentioning going from your Product and Companies page to starting a topic. And, when taking that possibility into account, isn't Step 2 of the topic submission process unnecessary?
My response to that question: Step 2 is about gathering additional data about the topic besides its text. Structured data that will help customer service agents or just random people better help you. While we will probably get better about allowing you to start topics from many different places around the system, Step 2 will remain. We will simply use the added context you provide when you begin the submission process to fill in the details automatically.
CHAMP
