Answer for: What format should Modwest's knowledge base take?
#1 The current category-style format
Check the current format out at http://modwest.com/help/
11 votes
Browsing "All topics"
Browsing "All topics"
Check the current format out at http://modwest.com/help/
Comments |
Leave a comment
While this is undoubtedly useful, it's lacking in many areas and while users can contribute notes they cannot contribute topics. I'd much rather see this taxonomy mapped into a forum.
I like the current format best. It could stand some modernization and improvement. Keyword search is critical. A more flexible taxonomy would be helpful.
I tend to roll my eyes and prepare for a nightmare when I enter a support area where end-users are the primary voice. I expect to see flame wars and downright incorrect answers. A flag goes up in my head that the company doesn't want to spend money on support. I don't want a discussion - I want an answer. But I definitely welcome the ability to post and read feedback, and the current setup does that well.
How about category style format, but with the addition of user tagging and a taxonomy drill-down + keyword search?
Then, expand the comment system with rankings like you have here.
Give the moderators the ability to promote a comment or suggestion into it's own topic.
I think this format would benefit from turning the 'browse by category' drop down box into some graphic buttons that display all at once on a support homepage. Maybe something like these graphic program buttons displayed on Microsoft's support home page here: http://support.microsoft.com/
Also, like Delta mentioned, maybe include a "My Question's Not Here" button that lets you ask a question or suggest a topic that is not on the available list, which would be sent to support@modwest.com.
I tend to perform text searches on the browser window so I can jump directly to what I'm looking for. Using icons and other imagery may result in false negatives.
... or even http://www.apple.com/support/ ;)
Like all things Mircosoft it's broken :D you need to edit your post to remove the ")" on the link "http://support.microsoft.com/)"
Your post prompted me to check the Webby's http://www.webbyawards.com/ for a support category but all I found was a missing opportunity O.o and so I task the support team with creating such a category and being featured, hehe. ;->