soliciting comments from users

Hi Amber,

"So if there is something you would like to see, you can send us your request to chinesepod@praxislanguage.com."

I think that cpod needs to probably be a bit clearer about where you want us subscribers to make these comments.  If you want us to use the email address, we can, and then regularly remind us all through News and Features, and the lesson discussion that we should use this email address.  Right now, I think cpod is at a disadvantage because you're having to go to all the lesson dialogues to review comments (or rather, we subscribers are making suggestions all over the site, and it makes it difficult for cpod to know what's a suggestion, or create a consolidated list.)

Hi Amber,

Thanks for your post.  That was extremely helpful.

Fred

hi pretzellogic,

ChinesePod is constantly evolving and improving, and adding content to aid you in your quest to learn Chinese through different methods and media.

We won't give a 'roadmap' at this time, as a lot of what we do evolves organically, and one thing will lead to another as we do it.  Also, we tend to not share all the projects we are working on as there are many copycat sites and we don't wish to always divulge the new technology and features we are getting ready for our poddies.

I can tell you however that at this time we are currently improving a few areas:

1) Exercises.  We find that the excercises are still a bit awkward to use, and could use some improvement.  We are revamping them and improving them to include a function that allows you to create your own tests to assess your progress and level, and review what you have learned, even combining different lessons together to make a big review test.

2) Dictionary integration.  The dictionary will be more fully integrated into the site.

3) Community Organization.  We are working on improving the comments section, groups, and general user-friendliness of the site.  Much of what we are working on improving comes from user feedback about what they would like to see improved on/changed.

4) Lesson content for next 1,000 lessons.  Language is infinite, and just as we have for the past 1,000 lessons, we will continue to bring you useful, practical Chinese on every topic and situation under the sun.  As in the past, we produce many of our lessons from user requests.  So if there is something you would like to see, you can send us your request to chinesepod@praxislanguage.com.

Please be assured that there are no plans to take anything away, including the useful Expansion section.  We are solely working hard to bring more and more variety and quality of content to help our poddies reach their Chinese-speaking goals!

Hi Amber, Kate,

Thanks for your thoughtful posts.

1) I guess there's plenty of us users that started with cpod back in 2005, and are fiercely loyal to the site and the users.  Its clear that cpod built a COMMUNITY here.  I don't listen to a lot of Linux and Open Source boards, but I get the same vibe from cpod users as from them.

2) For me, this is a great site, and one that has been well worth paying for.  As I think about renewing for next year, the things that are important to me are.

- - not the existing lessons, as i've downloaded all of them

 - - the roadmap about where cpod plans on taking the website and the users.

- - using the site to read other comments

-- the expansion sentences.  If cpod does anything to those expansion sentences moving forward, I want to know, as it directly affects my experience with the site.  I DEFINITELY DO NOT WANT SURPRISES WHEN IT COMES TO WHAT CPOD DOES WITH THE EXPANSION SECTION. PLEASE WARN ME IF YOU PLAN TO DO ANYTHING ABOUT THAT, as that affects whether I renew with CPOD or not. I thought it was Henning or calkins or another frequent poster that mentioned that CPOD deleted some function he found really helpful.  I don't think that's very cool.

3) Sharing with us users CPOD's strategic direction is critical for me moving forward, especially on the expansion sentences, and lesson content for the next 1000 lessons (or whatever final lesson amount CPOD decides that's going to be).  I know all 25,000 - 30,000 subscribers have different metrics/requirements for what they want out of the site, what value they get out of it, and how they approach renewing their subscriptions.  Value is measured many ways for all the users, but however we measure value, i would thingk telling us what is on the roadmap is going to be important for all users.

4) I guess what i'm trying to say is that CPOD is a great site, and I want it to be even better by addressing overall user comments.  I would add that 1 week is fast, but 4-5 months to systematically address comments is not really all that fast. And this is been going on for 3 YEARS!

Hi everyone,

I guess I have done a poor job introducing myself and explaining my duties at Cpod.  My name is Kate and I'm currently studying abroad and working in Shanghai.  My job at Praxis is to analyze the function/functionalities of Groups, not Cpod as a whole.  So, I created this forum to solicit comments from users, like you, and discovered that there are more technical problems then I had anticipated.  Don't worry, I'm documenting all these technical issues and sending them to the appropriate department.

Like calkins said, this forum is designed specially for Groups.  However, I'm noting all other technical suggestions and forwarding them.  To answer an early question, no, I haven't been formally introduced in the News and Features section. 

Please keep in mind what Amber and calkins have mentioned in the later posts.  Cpod is a young company and we are working very hard to produce not only the best products (lessons), but better customer service (website interface).  As you know, we've changed our business model less than two months go, therefore, we still have limited resources to address all the concerns and suggestions that you have made.

I understand your frustration, but please bear with us. 

Kate

amber,

I have every faith in you and the team.I think you have amply shown your willingness to listen and respond [which goes above and beyond as far as I am concerned ] and fully realise these things take time.All I can say is keep up the great work.Cheers :)

hi everybody,

Just finished reading all your great comments.  As you know, many of you having grown together with us here at ChinesePod over the past three years or so, we started out as a very new concept and with this newness also sometimes comes imperfection, trial and error, and growing pains. Through it all, we have been touched and honoured by the loyalty, friendship and passion of our poddies.

We have grown enough now that we have more of the resources we need to begin to address all your concerns, wishes and needs from the website and your learning experience.  But alas, I can't say it will happen overnight.  But please be assured, although we sometimes don't have an answer for you as to 'when', I can definitely give you the assurance that we are listening. 

This is why we have started gathering more information from you in places like this thread, and please know that even if we don't respond right away, or make the changes you are looking for right away, we have always been and will continue to be totally committed to our poddies and making the site better and better for you.  We started small, really small, so we ask that you continue to bear with us as we grow and get better and better at serving your needs!

Xiexie for your patience, and keep the feedback coming.  We are listening!  :)

Yes yes, that is a much better place! 

Ok, I've spewed enough...off to learn some Chinese now.  Thanks for the chat guys :)

I would have thought it could go in the help section.

Actually, that's a pretty valid point pretzellogic.  Since CPod is used globally, maybe it's not a bad idea for CPod to have a satellite "customer support person" in a couple strategic locations...if nothing else, to keep track of user questions/issues (before they get lost in the conversation abyss), respond with an answer if possible...if not, forward the issue on to CPod headquarters.

bababardwan, a FAQ section would be a great place for this.  Plop it right under the Resources column.

btw, i'll say that only once has John specifically asked me about a suggestion, and wanted more detail.

Yes, I think that's the point.  John, and all the staff, obviously have a ton on their plates.  They should use their time and efforts on their strengths as teachers, not as customer support reps for issues other than those that are learning-related.  Maybe that is Kate...hopefully we'll find out in a few hours.  I have a feeling we will one way or another!

calkins, btw, i'll say that only once has John specifically asked me about a suggestion, and wanted more detail.  My suggestion tied somewhat to what bababardwan just brought up, but my idea was related to feedback and transparency so that we subscribers weren't making the same comments over and over again. But i've not seen anything about that in the past 1-2 months that I made that suggestion.  I AM DYING TO GET SOME CPOD FEEDBACK ONE WAY OR ANOTHER.  I share some of Taiwanator's frustration.

you mean they're not at their desks?!?!?! what kind of hip sophisticated cool company is this?? :-)

A frequently asked questions section might save a lot of repetition.

pretzellogic 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!

But 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." ;)

I 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.

Hi 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.

Hi 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.

Hi 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.

I 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.

I 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. 

penhuizc,

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. 

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

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.

Hi 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.

Hi Chanelle77, I've forward your suggestions and concerns to our tech team.  Thanks for the heads up.

Kate

Hi Kate, I wrote about the problem here :-).

Hi 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

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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

I 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.

On 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.

Hello,

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). :-)