Support » Requests and Feedback » Misaligned Guidelines for Improvement

  • There’s another post on this support forum where there is a strong disagreement on how support should be distributed through the forums (http://wordpress.org/support/topic/meta-robots-follow-not-updating?replies=11).

    Is it really the best method for issues concerning the same plugin or issue to be posted across multiple threads instead of trying to maintained on a smaller set of threads to maintain the impact and consistency of supporting WordPress, plugins and other support issues?

    Very interested to hear people’s thoughts!

Viewing 6 replies - 16 through 21 (of 21 total)
  • Moderator Ipstenu (Mika Epstein)

    (@ipstenu)

    🏳️‍🌈 Plugin Review Team Rep

    Andrew Nevins – You know… one post reply to multiple instead of a few in a row are okay 😉 However it rather illustrates why we prefer one thread per person when appropriate.

    It’s hard, even for guru level folks, to always be sure that a problem is 100% the same for both Dick and Jane. It’s actually surprisingly rare that they are, and when they ARE the same, it’s still hard to answer Dick, Jane, Jill AND Jack all at once. If you’re able to solve the first person’s problem, and everyone else applies that fix, then we all win. But if you spread yourself thin trying to tell Dick to do ABC, and Jane (who is a step behind) to do XYZ first, you give pretty bad help :/

    I appreciate all the back and forth on this discussion, and I DO understand the benefits of posting individual issues in a new thread. Perhaps it comes down to some additional and helpful features to the forums as a whole. As was stated in a previous discussion perhaps a rating system could be added that just allows some to say “me too” to experiencing the same or similar issue. Perhaps when they rate, they are then prompted to start a new thread with the specifics of their own issues. Then, that new thread could also be cross-referenced to other related threads.

    I appreciate everyone’s involvement in the forums and the time they contribute. I understand the need and reasons to have guidelines within the forums. It just seemed to me like the initial “help” provided was more of a scolding and handsmack than a desire to truly be helpful and provide assistance.

    perhaps a rating system could be added

    Rating system have been discussed a number of time previously and each time the idea has been classed as unhelpful and open to gaming.

    It just seemed to me like the initial “help” provided was more of a scolding and handsmack than a desire to truly be helpful and provide assistance.

    Was there really any need for you to jump into a topic that you were not previously involved in simply to argue with a forum moderator? The poster who was directed to post their own topic had no problem with it.

    Moderator Ipstenu (Mika Epstein)

    (@ipstenu)

    🏳️‍🌈 Plugin Review Team Rep

    Tone is really hard to pick up in text. Especially since we’re just typing words and not something like ….

    Ipstenu nodded, with the deep understanding that comes from having done tech support for umpteen years, including that time she had to explain to a developer why deleting the DLLs was a bad idea. “It would probably be best,” she said slowly, “if you posted in a more appropriate area, so the people who know the most about this might notice the question.”

    Instead we do “You should post here: link”

    But I promise you, for the most part, we’re really doing that first version in our heads, cause we’ve all been there 🙂

    Thanks for all the discussion and debate on this thread. Best of luck to everyone, particularly the Moderators.

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    btw here’s another example, where you can see the OP closely benefiting from the support I give to the other person who can be perceived as hijacking: http://wordpress.org/support/topic/top-menu-collapsed-in-ie?replies=11 – I’m not telling that other person to create their own thread because I make sure the topic stays relevant to the OP’s query.

    However, you can start to see how the thread can be hijacked when the other person starts to have issues with their particular implementation of the advice given. You might see that in other resolved threads as people saying “doesn’t work for me”. Then the thread becomes focused on that person specifically, so it may be better to tell them to create their own thread to discuss it.

Viewing 6 replies - 16 through 21 (of 21 total)
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