Create a "How To/FAQ/Tutorial" topic type

  • Idea
  • Updated 1 month ago
  • Implemented
Could really use a 'knowledge base' topic where the company could post simple howtos, screencasts etc.
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PJ Evans

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  • anticipating

Posted 6 years ago

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Eric Suesz, Champion

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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.
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PJ Evans

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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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Steve Stringer

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I 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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Steve Stringer

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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
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Ralph T. Howarth, Jr.

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The ability to lock a conversation is in this topic:
Create a thread which is closed for comments/replies
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Caroline

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The 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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Jon

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for 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:
  1. 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.


  2. 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...
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Jon

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i suppose the fact that this thread is almost 2 years old means i shouldn't hold my breath :(
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Jon

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right 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.
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DeanVeggy

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we would also like some FAQ/WIKI feature
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Daniel Foster

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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!.
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Morgan Sherwood

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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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Tee

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Is it still possible to do this?  

We are a technical device company and when our app changes slightly, some of our LoopBestQuestions posts which are meant to be official answers become outdated and need adjustments.  

But posters have added really relevant posts we don't want to lose in the thread.

Also now and then, one of our employees will do a post, it will receive multiple comments and then we find the original has grammatical errors.  

We have 5 or 6 big subjects that we point to over and over and over from our support tickets, that need cleaning up.


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Stephanie, Alumni

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Hi Tee!

We now allow anyone with a Management Seat to edit their own posts/replies even if there is a reply after it. To do this, go to Manage Workspace > Click on a topic > Scroll to the reply and the click the edit button on the right. I hope this helps! Let me know if you have any questions. 
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Tee

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Thanks, Stephanie, I went to Manage, brought up the post and when I click edit, it grays out the text content, my only active choice it to "post".  So no edit possible. I do have a management seat, I think.  I'm the main admin.  The post in question is post https://console.getsatisfaction.com/looppay/conversations/error_incomplete_card_information_captured...
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Stephanie, Alumni

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Hey Tee, 

Looks like "LoopBestQuestions" does not have a Management Seat in your community. As I mentioned above, you can only edit a conversation if you are the original poster and have a Management Seat. So I would recommend giving the LoopBestQuestions user a Management Seat temporarily (you can remove this after you edit the conversation), logging in as the LoopBestQuestions user, and then editing the content in Manage Workspace. 

Let me know if that works, and sorry for the confusion! 
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Tee

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Thanks, (head slap) of course!
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Stephanie, Alumni

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No problem! Glad you were able to get it to work. :) Have a nice day! 
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Nate Aune

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I 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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Roland Tanglao, Champion

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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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Eric Suesz, Champion

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I'm with you. FAQ!
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Nathan_Admin

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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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Jeremy Bursky

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I need this feature.
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Jason Walker

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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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Heather H.

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Do 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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Jared Hansen

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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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Rupert Blackham

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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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Anje Yelf

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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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Lance

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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?
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Daniel Foster

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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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Lance

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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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Robert Millar

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We desperately need an FAQ feature in Get Satisfaction!
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Jennipher Wilson

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Yes! I was just trying to figure out if you could create an FAQ for our Get Satisfaction page. Please add this feature.
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rjsig

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What is the status of adding FAQ or a new topic area? I am right now preparing to use the question area as the FAQ, but, if I do and you add an FAQ area, will I be able to migrate the entries?
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Whitney

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I agree! Any updates on a How To feature? This would be ideal for us.
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Tim Wentzlau

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I think that we need both a FAQ and a "How to" type. They are not the same in a FAQ I expect to get an answer and in an "how to" I expect to see a detailed step by step instruction.
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Caty, Employee

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Unfortunately I don't have an update for this Idea. It hasn't been ruled out by our product team, but unfortunately, there hasn't been progress in integrating it into the roadmap. I also really want this feature and will continue to bring it up to the team. I'll give you guys updates just as soon as there is something I can share. Thanks for the patience & sorry there's not any new information!
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Robert Millar

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Guys, I've created a solution which may be helpful to you, based on some of the ideas in this thread.

- Take a look at my community at http://support.internetconsultingcomp...
- Note on the right under "Additional support links" I have an FAQ page for each of my products
- If you click on the first link, named Events-Ticketing.com FAQs, it will take you to
Community > Products > Events-Ticketing.com FAQs
- Note that each entry on that page is a single question by an employee named "FAQ" with a little FAQ button as their photo
- Each answer is an Official Response, again by employee FAQ
- And note that the list is sored bt Popularity so that I can force the most important items to the top of the list

And there you have it - A dedicated FAQ page for each of my products that my customers love. Everytime a customer comes up with a question that is not addressed, I just log in as employee FAQ and add it to the appropriate FAQ page and it looks great. It's not a perfect solution, but it does work well.
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Caty, Employee

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This is great, Robert! Thank you for sharing!
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Robert Millar

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My pleasure!
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FM_James

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Instead of creating a new product for each FAQ, why not just tag each FAQ topic with a "PRODUCTNAME FAQ" tag?

To show your FAQ you just link to a page of all tagged topics. Using this approach also lets you promote customer posts to FAQ topics simply by adding the "PRODUCTNAME FAQ" tag.
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Robert Millar

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Because my "products" are actually separate businesses. I really don't want my software customers looking at items for my apparel customers, so simply tagging will just not cut it for me. Your mileage may vary, though.
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FM_James

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I get that. We have the same problem using GS with multiple products.

I replied because your approach separates your FAQs from your businesses by defining them as individual products. See: http://support.internetconsultingcomp...

If GS ever get round to making better product pages your technique will fall apart because your FAQ content is not associated with the actual product.

To avoid that I'm suggesting tagging posts with "Events-Ticketing.com FAQ" or "GamesForTheComputer.net FAQ", i.e. a specific FAQ tag for each of your businesses/products. You can then click on a tag to show all topics with that tag and show that page as your FAQ.

I think using tags is a more elegant solution than creating pseudo-products to hold FAQ entries. In the end though, it's just another way of hacking round the issue until the GS folk make proper FAQs a feature. :-)