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Brad Fitzpatrick

[ website | bradfitz.com ]
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too much mail [May. 31st, 2000|10:16 am]
Brad Fitzpatrick
woke up to about 30 messages regarding livejournal stuff that people wouldn't have had to ask me if 1) they'd read the faq, and 2) it had been in the FAQ, and 3) i made LiveJournal more user-friendly. Hmmmm ..... things to do: update faq, work on user-friendliness. But will users ever read FAQs?? Probably not, but at least I can redirect them quicker than answering all their questions. Off to class now w/ scott.
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[User Picture]From: d4b
2000-05-31 11:27 am (UTC)

support email

One thing that helps us a bit is that people who write to our support@ address immediately receive an auto-response which cites the most frequently asked questions (and their answers ;-).
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[User Picture]From: bradfitz
2000-05-31 11:53 am (UTC)

Re: support email

I don't like that solution for a couple of reasons --- mainly because IF it does answer their question, I still have to reply. I like to know if things are resolved or not before I stop corresponding with the person, and I also don't want to work too hard if they've figured it out.

I have a better idea coming soon..... check it:

* users fill out support requests, and mark them public (default) or private. Private only LJ "staff" can answer. Public anybody can answer.

* Now, the whole community (registered users only, probably) or the LJ staff can answer questions. This puts support requests from the "asked" to "answered" states. In the answer, there's a link that the users can click if the answer answered their question, and if so, the support request is in the "resolved" state. If not, they can click another link to put it back in the "asked" state.

* Then, if people don't change their states, things that are "answered" (but not necessarily resolved) will be set to "closed" after a period of 7 or 14 days.

Plus, I'll take all the cool parts out of FreeVote's web-based help desk system that let you do stuff like answer with FAQ questions, pass amonst admin groups, etc...
(Reply) (Parent) (Thread)
[User Picture]From: yizhe
2000-05-31 09:42 pm (UTC)

Re: support email

Brad, why not setup a support board in freevote/livejournal similar to those of ebay. So experience users can help guide the beginners. And at some time, we will drop by and give some advice. :-)
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[User Picture]From: bradfitz
2000-05-31 09:43 pm (UTC)

Re: support email

Exactly.... that's kinda what I was describing.
(Reply) (Parent) (Thread)
[User Picture]From: yizhe
2000-05-31 09:48 pm (UTC)

Re: support email

Great... then we should do it fast
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