Making Tags : I Did it for my listed COMPANY once ... and I can visit those tags but seem to have lost my way so I could TAG some more. Why is this so hard to find?

The Put Satisfaction on Your Site page of the Admin section is where admins can find our nifty widgets. Currently, we have two widgets:

1. Topic Search Widget: Allows your users to search and get results for Satisfaction topics on your own website. They'll also be able to submit new topics! Once they click on a listed topic suggestion or hit the "Add details and submit" button they'll be taken to the corresponding page in your Satisfaction site.

2. Live Topic Widget: Put a list of Get Satisfaction topics from your Satisfaction site on your own website. Choose what kind of topics, how many, and more. It's like a dynamic FAQ. Once a user clicks on one of the topics they'll be taken to that topic page on your Satisfaction site.

To add either of these widgets click the "Get it!" button. Then you'll be able to customize the perameters for the type of results you want displayed and see a handy in-line preview by clicking the "Preview" button. Once you've set the options the way you want them, copy out the Markup code and CSS code by clicking the corresponding "copy" buttons and pasting in the appropriate places in your site. You can customize the visual look of the widget to match your site by changing the CSS or changing the markup to call your own CSS code.

We also have a couple of badges you can use as links from your web site to your Satisfaction site.

If you've got Admin status for your company on Get Satisfaction you can customize your Overheard feature. Click on the "Admin" link in the top bar and scroll to the bottom of the "Company Details" page where you'll see this:



Add the keywords you want to track and exclude the ones you don't want. For instance, if you're Apple you can track "ipod, macbook, iphone" etc. and exclude "tree, pie, tart" etc. [Update: Be sure to test your settings first to make sure you're happy with the results. This allows you to fine tune your stream before turning it on.]

Once you've got your Overheard feature set up the way you want it, go check out what's being said about your company and/or products and services on the Overheard page. You'll find the tab for that on your Get Satisfaction company home page. Click the "Reply through Get Satisfaction" button to turn any Tweet into a topic. This will also send a Tweet back to the original poster so they can come see your response on Get Satisfaction.



All in all, pretty simple. Now have fun!

Hey Official Reps and Company Admins: We’ve created an area in the right-hand side of your company’s page where you can spotlight messages to your customers. Ask for feedback, get help with your product development ideas, give them status updates — any kind of topic that you want to highlight or that you want your customers to weigh in on.

Right now, we’ve simply set this featured conversation to be the *most recent* topic an "Official Rep" from your company has created. In the future, you’ll have more control over what is displayed, but we’ve already found this to be incredibly useful here, in our own section of the Get Satisfaction site.

Here are some examples of how it's being used:

Along with our announcement about Overheard this morning, we're also releasing something potentially even bigger -- Help Center. Help Center is a set of PHP templates we've been working on the last six months that you can use to recreate an entire Help section for your site that runs on top of our API. Just download and install (like using Wordpress,) and your customers can ask questions, report problems, share ideas, and start discussions all in within the context of your own site. Since it's run on top of our API, the same content and the same conversations will work just fine whether people are talking on your site or talking on ours.

Here are a few companies already using Help Center: Skitch, Joby, makers of the Gorillapod, and MyBlogLog, a Yahoo! company. You can also see a default install of it running against our very own Get Satisfaction support area.

We've also thrown up a couple of example sites of our own, just to show you how extensible it is, using a few of our more active Get Satisfaction companies: Twitter, Timbuk2, and PBWiki.

We've worked hard to make using this as simple as possible (for example, we got all three of the above sites up and running in less than a day, even with the design changes.) But if you have any issues getting started or ideas for what to make better, this is the place for them, so let us know.

UPDATE:

The Accounts & Roles page of the Admin section is where Admins can add employees, invite employees, assign roles and edit roles.

There are three levels of roles:

1. Employee = An Employee title is attached to their avatar in your Satisfaction site so that users know that they have an internal perspective. They do not have access to other tools or the Admin section. They can not mark a reply as the "Best answer from the company" or set the status on their replies. Their interaction within your Satisfaction site is not necessarily considered the official voice.

2. Official Rep = An Employee title is attached to your avatar in your Satisfaction site and your topic posts and replies within your own site are accompanied by an Official Rep badge which indicates that you are an official voice of the company. You can set your reply and other employee replies as the "Best answer from the company" or set the status on your replies.

3. Admin = Same controls and advantages of an Official Representative. You also will have access to the Admin tools via the Admin link in the top bar.

Adding employees:

- If you have an official email domain, add it under "Add a company website" and click the "Add it" button. Any employees already registered in Satisfaction with their official email address will automatically show up in the list above as an Employee.

- To add individual users add their email address under "Upgrade one person to employee status" and click the "Upgrade" button. If they're already in the system with that email address they'll show up as an employee in the list above. If they're not, you'll be prompted to send them an invite to Satisfaction.

- Managing the roles: Once you have your list of employees under "Manage roles" you can change their role status or remove them. Removing their employee affiliation will not delete their user account.

UPDATE:
The Get Satisfaction system will dynamically create FAQs over time as users ask questions and they get answered by reps and other users. However, we know that many companies want to leverage their existing FAQs. Since Get Satisfaction works by harnessing real dialog, and traditional FAQs are usually formal documentation, it doesn't make sense to confuse your "real" voice with that of the documentation so instead, create a user that is clearly the "official voice".

• We recommend: Set up a user account, separate from your own with the nickname "[company name] FAQ" (See the Timbuk2 Get Satisfaction site for an example or see screenshot below)


• Add the question part of your FAQ as a Question from that FAQ user account


• Reply to the question either as the FAQ user if the response is your company's formal response or as yourself if you plan to give a response in your own words.


• Tag them with "faq" and "help"


• If you're an Official Rep or Admin for your site you can mark your replies as the "company answer".


The following screenshot shows how Timbuk2 has posted their FAQ questions with their FAQ user account, has answered them with a personal user account and where they can click to mark it as the best answer:



An example of appropriate tags for FAQs and what happens when you mark your FAQ answer as the company answer:




• If you have a large number of FAQs or knowledge base, talk to us about options for importing them into Satisfaction. (email info [at] getsatisfaction [dot] com)