soliciting comments from users
goulnik
September 30, 2008, 07:53 PM posted in General DiscussionKate the intern is currently soliciting comments from users, so she created a group for this. Don't take personal offense, but I don't think it was the most effective thing to do, as indicated by the small number of comments.
For one thing, we are asked To comment, click here to join this group first. Since this group is open, as many others, this is a deterrent, albeit not a major one. I can see the technical rationale behind, one is now asked to post in a group, so in order to have the group listed, one needs to join. However, I may just want to add the occasional comment without joining, which would seem to imply I have a strong, long-lasting interest.
[on reflection, I can see why I need to join a group before posting new entries, but I don't see any reason to do so if I am just commenting on existing posts. I still like the concepts of groups though, having set up a few myself...]
Secondly, there are thousands of comments throughout this site addressing needed improvements, community issues, CPod communications etc. I assume Kate has access to the CPod CRM system and would know exactly how many. Granted, she has to troll through masses of comments, but I think it's all there.
As henning says, the groups serve as a rudimentary Forum, with key some missing functions. What I would be interested in, not having access to the CRM myself :-( is the extent to which tags are being used. I seldom add them when posting, probably out of laziness, also because I assume full-text search (if and when availaible) fill pull out the relevant terms.
pretzellogic
October 13, 2008, 08:58 PMyou mean they're not at their desks?!?!?! what kind of hip sophisticated cool company is this?? :-)
EnhuiW
September 30, 2008, 07:35 PMI think your post says exactly why the system needs to be overhauled. If one starts a community soliciting user ideas and no one can find it, that's a problem.
I don't participate much in the community because it's so difficult to navigate.
I think that I'm going to start posting specific ideas in Kate's introductory thread and see what happens.
ktrinh87
October 07, 2008, 08:38 AM<!-- @page { size: 8.27in 11.69in; margin: 0.79in } P { margin-bottom: 0.08in } -->
Hi goulniky, thanks for taking the time to write your comments. I just got back from the National Holiday vacation and I'm glad to see all the new posts.
Anyway, to get back to your suggestions, please keep in mind that before September of this year Chinesepod was a free application, therefore Praxis Language had a limited number of staffs and resources devoted to the development and management of Community. Since September, Chinesepod has taken the initiative to solicit suggestions from users in order to improve Community and other technical issues. So please feel free to post any concerns or questions.
First to address your first concern, I do agree that it is a pain that one has to join a group before posting a comment. It's a hassle. I will definitely make a note of that in my report. Second, I do have access to Praxis' CRM, however Praxis' CRM does not tract the numbers of comments posted within Community. I think I can get that stat if you're really interested. Lastly, regarding the usage of tag, while I was navigating around Community, I saw that every few people actually tag their posts. I think that you are right and that people are lazy.
If you have any suggestions on how I could effectively solicit comments from other users please let me know. I noticed today that Community had a forum section. I was wondering if you have used it before? I may want solicit there next.
Thanks,
Kate
ktrinh87
October 07, 2008, 08:55 AMHi chanelle77,
I was looking for suggestions and comments that could improve the functionalities of Communtiy. These comments could be technical faults, essential tools that are not provided (allowing users to upload and share documents), etc.
Regarding your second comment, could you please explain what is not clear in the lesson part?
Thanks,
Kate
chanelle77
October 07, 2008, 11:03 AMHi Kate, I wrote about the problem here :-).
ktrinh87
October 09, 2008, 03:22 AMHi Chanelle77, I've forward your suggestions and concerns to our tech team. Thanks for the heads up.
Kate
pretzellogic
October 13, 2008, 02:49 AMHi Kate,
Over the past 5-6 months that i've been subscribing to CPOD, i've made a number of suggestions about adding lesson topics, and ways to improve the site experience. I've noticed that many others have also made suggestions in that time.
I think cpod has trained us users to make our suggestions anywhere we want. If they want to get us to make them in one spot, they need to promote that spot in news and features every week, and give this forum wider recognition
I'm also curious to know what cpod staff did with the other reports that you wrote, and what changes were made as a result. Thanks.
EnhuiW
October 13, 2008, 07:36 AMIf they want to get us to make them in one spot, they need to promote that spot in news and features every week, and give this forum wider recognition
Has this group been mentioned in News and Features at all? I admit that I listen to most of them, but some weeks I just don't have the time, so I remove it from the list. So I may have missed the mention.
If it hasn't been mentioned at least once, it should be.
pretzellogic
October 13, 2008, 04:40 PMpenhuizc,
I haven't listened to all the news and features podcasts, but i've listened to about 5-6 or so in the past few months, and not one has mentioned this forum.
goulnik
September 30, 2008, 11:09 AMOn the subject of usability, posting comments to an existing post is quite straightforward, but adding new posts is a little less obvious, at least from some pages. And modifying one's posts (i.e. new topics, not replies) takes some more digging. In addition, as posted elsewhere twice already, I am able to edit / modify anybody's post, push it to another group even. The good news is I am being tracked, but I will appear as the person who posted in the first place.
calkins
October 13, 2008, 07:21 PMI think this group and Kate are dedicated specifically for Groups Feedback, not general CPod feedback.
Though I agree it'd be beneficial to have one place (or even a group) dedicated to general CPod questions, issues, suggestions, etc., I think it's pretty apparent that CPod listens to us and typically responds with a solution.
I don't think CPod would be half of what it is today if it didn't take its customers' ideas and wishes into consideration. I've only been here a year and I've seen huge improvements in many areas. I think we just need to be patient and continue to voice our opinions.
pretzellogic
October 13, 2008, 07:45 PMHi calkins,
it's clear that cpod has changed much since it first started providing lessons about 3 years or so ago. Much of that transformation is apparent to me in the manner of lesson content. But as I said, I and others have made plenty of suggestions that I haven't seen addressed.
If anything, I personally would like to see more TRANSPARENCY in cpod's decision process about what suggestions get incorporated and why, and the timeline for incorporating those suggestions. It would especially be nice to hear from cpod staff directly about these things. Yes, the usual disclaimer about cpod staff being busy, and not being able to reply to all comments applies, but then with cpod generating significantly more revenue than 3 years ago, they should be able to afford at least one person whose job is it to reply to all replies. I think that's the hallmark of customer service, which cpod is now in the business of providing.
calkins
October 13, 2008, 08:15 PMHi pretzellogic. I definitely agree with you.
I think up until now, the CPod staff has done a great job of responding to user concerns/suggestions. The only problem is that they should focus the majority of their energies on teaching (not technical issues or user interface issues).
I couldn't agree with you more, that there should be an employee whose sole job is to accept user feedback, filter it to the appropriate staff member, and provide the community with updates, resolution timeframes, etc. I don't know if that is Kate, or if she's specifically dedicated to Group feedback only. But again, you are right, CPod should formally introduce Kate and explain what her role is exactly. It would be nice if she were the main "go to" person when we have general questions, issues, suggestions, etc.
Maybe CPod could make the current ChinesePod Groups Feedback group into a more general ChinesePod Feedback group...if not, then create a group specifically dedicated to user issues, suggestions, and comments.
pretzellogic
October 13, 2008, 08:36 PMHi calkins,
Maybe CPod could make the current ChinesePod Groups Feedback group into a more general ChinesePod Feedback group...if not, then create a group specifically dedicated to user issues, suggestions, and comments.
I like your suggestion. What would be ideal would be for Jenny, John, Ken, Connie, Kate, or somebody to now weigh in and say, "calkins, that's a great idea, and we'll do that", or "that's a great idea, we'll put it on our site improvement roadmap for consideration at next week's staff meeting" or something like that. But from what i've seen, most of the time, that ends up being a conversation between you and me.
pretzellogic
October 13, 2008, 08:43 PMI think this group and Kate are dedicated specifically for Groups Feedback, not general CPod feedback.
It would be good for John, Jenny, Ken, Connie, somebody to weigh in and say, "yes, calkins, you're right, we're looking for Groups feedback". Right now, this is a conversation between you and me. I have no idea where cpod is on the subject.
calkins
October 13, 2008, 08:50 PMBut from what i've seen, most of the time, that ends up being a conversation between you and me.
I'd have to disagree with that. I think the staff answers the majority of concerns we have. Part of the problem is that our posts get buried in the abyss, so you would have a difficult time knowing if John or Amber, or whoever, responded to an issue with a "currently, we are working on your problem" or the like. Then new users come along and post the same question or issue, not knowing that it has already been answered. That's definitely a problem.
The other problem is the search function...it's not very intuitive, so finding those old posts are that much more difficult.
Using the "traditional character" issue as an example...I know that has been requested by users a million times (I've asked at least a handful myself). I do recall a response from John a few months ago saying that better traditional support is in the works. Yes, updates would be nice. Again, CPod should have one employee who is dedicated to tracking issues, working with the appropriate coworker, and constantly providing updates to us. That burden shouldn't be put on the teachers.
The system definitely needs to be improved so that CPod only needs to answer questions once, with those answers being located in a central (and obvious) place that users can constantly reference without too much trouble. This way, users will be happy and the CPod staff can concentrate on what they do best...teaching!
Btw, it was your suggestion, so if any CPod staff weighs in, they should say "pretzellogic that's a great idea, and we'll do that." ;)
calkins
October 13, 2008, 08:53 PMpretzellogic said:
It would be good for John, Jenny, Ken, Connie, somebody to weigh in and say, "yes, calkins, you're right, we're looking for Groups feedback". Right now, this is a conversation between you and me. I have no idea where cpod is on the subject.
It's 4:53 in the am in Shanghai right now...my guess is that they are all dreaming about work right about now!
bababardwan
October 13, 2008, 08:56 PMA frequently asked questions section might save a lot of repetition.
taiwanator
October 13, 2008, 06:57 PMI am tired to comment on needed improvements. There are so many areas (trad. char. support, forum, etc etc...) of improvement, but IMHO ChinesePod isn't really listening. Things have been addressed so often, but we get: video!!!! Ok, it's nice. But there is still no consistent trad. char. support, no really good forum. I am tired to post this again and again. CP will do what THEY want to, not what I (and others) would like to have. Sorry, but I will NOT be your paying subscriber.
chanelle77
September 30, 2008, 11:05 AMHello,
What comments are you exactly looking for? Can I give feedback on usability? (for instance i do not quite get the lesson part: seems not to work for me and i think the whole thing is just not very clear). :-)