How should a customer log bugs & questions & requests for FAQs ?

I think out of the gate we should have a nice, customer friendly help item or faq to tell them how to log bugs & request more info on product behavior. Perhaps there might be a dot item or something like that.

Tags

  1. to answer

Comments


Seth says
Some discussion is in order before we burn that anwser into the faq

Mark de LA says
we're not doing bad from complete chaos. the inclination was to tag things as bug, bugs, etc.... which made it hard to collect & triage.

Seth says
There is an official faq for FastBlogIt.Com . However that is a "private group" in that we will not publish the password to anyone except those who have committed to work on this media. Yet anyone can ask a question and put that question in the title of an item. Then all we need do is to designate a tag that implies this is a question to be answered in the official FastBlogIt.Com faq. It looks like that tag is "gub". .... perhaps this is the answer to the question ... ok ?

Mark de LA says
also items made in private groups can't be edited for titles or tags - so this is somewhat of a bummer . could create a Title room or open tag group for all customer feedback ...

Seth says
also items made in private groups can't be edited for titles or tags - so this is somewhat of a bummer . could create a Title room or open tag group for all customer feedback ...
I think tags are a better solution to these two problems than title rooms. The title room worked well for getting us out of total chos into somewhat orderly knowledge of the pegs. But as an overall solution it suffers from the problem you mention here with people not being able to contribute unless they have the password for the group and then too the necessity of loging in and out of a bunch of groups is too tedious. Tagging is better. All we need do is to suggest the specific enough tags that we intend to respond to.

Seth says
Keeping the dot in tags that are about this domain might also be a pretty good idea. I was gonna make those privledged tags in that you had to be a member of some group to affix them. But maybe it would be better to use the dot for this purpose. What do you think?

Mark de LA says
I like ".feedback" as this item is tagged. Are you reserving the dot tags for system use only ?

Mark de LA says
we overlapped

Seth says
Are you reserving the dot tags for system use only ?
I was, but now i am thinking that a better use of them might be: any tag starting with a dot is intended to designate that item is some official communication about the FastBlogIt.Com system.

Mark de LA says
$ seems to sort first as well - we could preserve dot for system and $ for customer items sorting first.

Seth says
hmmm ... haf to think about "$" ...it is a very conventional tag used to mean "sytem tag" ... maybe it should be what the system generates and the dot be what people use ... i dislike the geeky look of "$" for a human kind of thing ... the dot looks much better

Mark de LA says
at some point you may want NOT to display the system dot tags unless a person is logged on to system

Mark de LA says
i think only geeks will know that $ is geeky. customers might associate $ with themselves.

Mark de LA says
i only used $ because there are already a lot of dot tags. dot is more machine like and what is more human than $hit ?

Seth says
at some point you may want NOT to display the system dot tags unless a person is logged on to system
Yes that is a good idea ... there are really different classes of people here and we can identify them by what is in their cookie. (1) unregistered - no cookie, no knowledge of that person - they must be only a browser, though they may be an active participant in comments, we just dont know about that. (2) person holds a cookie for an anonymous domain ... they posted an item to a domain and didn not take the time to make up a name and passowrd ... and (3) named ... person has a named blog here in this domain. Three classes of indifiduals here. We can and shold filter things accordingly.

Mark de LA says
Isn't the webmaster & systems programmer a 4) th class ?

Seth says
ok there are 4 classes here