ZakRhyno Posted February 5, 2014 Share Posted February 5, 2014 With IPB 4.0 coming soon, there has been many talks and discussing on many subjects that were sort of address and/or stated there were fixed but many items lacking in details. I would like to have an open clear and answer questions that would not give any information about IPB 4.0 but options that would be coming with 4.0 and how that would be update to fit the software coming out. A) Documentation - This is been an up and down issue with IPB from when I purchase my first board shortly after IPB 3.0.0 came out. When IPB 4.0 comes out would all the documentation be fully updated to more standard help information for more common users? Would there be images, examples, and clear explain of what x, y, z does and not just add jargon to make it harder for common user to understand? B) Forums Help - Durning early days of IPB there was help from support staff and such on the forums, than they merge that with peer to peer up and taken away help from IPB staff to address common or simple issues. Would there be more interactive on the forums to help users figure out issues that sometimes really require a simple answer and not have to open a ticket for every small thing they need help with? Have a staff come on once or so a week and answer questions to address the lack of help between the community wants and needs and not just have everything be in tickets and boarded help. There many tickets that have good knowlege address with them and just setting in a database gather dust. Why not put that in a sort of help database so people can access to help them find answer to questions and not having to ask the same things over and over again. To expand this why not do a podcast audio and video of issues that can be address in this way showing how to do something or even address issues that can be email, over time making a library for help files. Thus adding to both the forums and documenation areas. Link to comment Share on other sites More sharing options...
Aiwa Posted February 5, 2014 Share Posted February 5, 2014 Not to detract from the rest of your post... I just wanted to point out, the good knowledge that are within tickets are brought out of the ticket system if they are a common enough problem. Those gems are posted in the Knowledegebase. Link to comment Share on other sites More sharing options...
ZakRhyno Posted February 5, 2014 Author Share Posted February 5, 2014 Not to detract from the rest of your post... I just wanted to point out, the good knowledge that are within tickets are brought out of the ticket system if they are a common enough problem. Those gems are posted in the Knowledegebase. I think more wide issues should also come out not just specifically cases. Link to comment Share on other sites More sharing options...
bfarber Posted February 5, 2014 Share Posted February 5, 2014 A) Yes we will be fully updating our documentation. Developer documentation will continue to be handled by the development team, but our sales and support teams will be managing the regular documentation (to ensure it is clear and easy to read for the end user). B1) We generally try to pay attention to what is going on on the forums, particularly immediately after a new major release. This does not mean we will begin providing extra forum-based support, however we do want to be aware of any trends or specific issues coming up. B2 & B4) Rather than a staff member spending their time answering (via the forums, or podcasts) how to address issues with the software, we would rather go back to the drawing board and redesign that part of the software so that it is more intuitive or reliable or stable, negating the requirement for someone to explain how to overcome an issue with it. For example, if every time you add an RSS import you run into an issue and need guidance, we should revisit that part of the software to fix this at the software level, rather than spend time explaining to you how to do it. :) B3) As already mentioned, information from tickets worth sharing are added to the knowledgebase Link to comment Share on other sites More sharing options...
ZakRhyno Posted February 5, 2014 Author Share Posted February 5, 2014 A) Yes we will be fully updating our documentation. Developer documentation will continue to be handled by the development team, but our sales and support teams will be managing the regular documentation (to ensure it is clear and easy to read for the end user). B1) We generally try to pay attention to what is going on on the forums, particularly immediately after a new major release. This does not mean we will begin providing extra forum-based support, however we do want to be aware of any trends or specific issues coming up. B2 & B4) Rather than a staff member spending their time answering (via the forums, or podcasts) how to address issues with the software, we would rather go back to the drawing board and redesign that part of the software so that it is more intuitive or reliable or stable, negating the requirement for someone to explain how to overcome an issue with it. For example, if every time you add an RSS import you run into an issue and need guidance, we should revisit that part of the software to fix this at the software level, rather than spend time explaining to you how to do it. :smile: B3) As already mentioned, information from tickets worth sharing are added to the knowledgebase B2& B4 - I under redesign part but that takes time and people would like answer in a few days or weeks than months or next feature realease which is would be like 6 months down the road. Would not something more connected to the community be the answer than just a redesign help the users. Link to comment Share on other sites More sharing options...
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