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Managing successful online communities

Matt
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Updates to our community

You’ve probably already noticed that something looks a little different in our community today.

As part of our ongoing community improvements, we’ve performed some housekeeping to streamline the forum structure, make more distinction between areas and open up a few areas to guests and friends.

The big visual change is that we now have four separate areas: support, community, marketplace and developers. It should hopefully be clear what each section does, but let's go through a few examples.

Support

This area is where you can leave feedback on existing features, help shape Invision Community’s future by suggesting new functionality and also where you can get quick support from fellow Invision Community owners and our team.

Starting today, you can post in the Help & Support forum to get help from our team. If you’re unsure what a feature does, or think you’ve spotted an issue that needs our help, then you’re welcome to start a topic. Of course, if you want private support, then you are welcome to create a ticket in the client area as normal.

Community

Even the most seasoned community manager needs a little help from time to time. This section is the place to ask about strategy, to blow off steam in the lounge or to ask for fellow owners to help with support requirements outside of official support, such as configuring servers, databases and so on.

Marketplace

Our Marketplace brings hundreds of new features, themes, language translations and plug-ins to your Invision Community. If you need support or have a request for something you’ve purchased from the Marketplace, drop into the forums here.

Developers

Invision Community is blessed with a strong developer community extending the rich functionality of Invision Community. If you’re looking to develop an idea for Invision Community, these forums will let you connect with our development team to answer questions as well as get help from other marketplace authors.

Other Changes

There are a few other changes of note that I’d like to go through. Firstly, ‘Visitors’ (that is a registered member without an active license) are now ‘Friends’. Who doesn’t need new friends? Guests and Friends can now view the official support forums, but cannot post a new support request or reply to existing ones.

We’ve merged ‘General Chat’ in with the Client Lounge to form ‘The Community Managers’ Lounge’. This is still a perk for active customers and the topics are not viewable unless you have an active license.

Finally, we’ve gone through and spruced up some of the forum rules, descriptions and custom error messages.

I hope these changes make it easier to find what you need and get a little help when you need it.
 

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1 minute ago, GTServices said:

 

We’ve merged ‘General Chat’ in with the Client Lounge to form ‘The Community Managers’ Lounge’. This is still a perk for active customers and the topics are not viewable unless you have an active license.

You show as member, so you don’t have an active license. 

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23 minutes ago, Prosperous said:

Some positive changes to the community. Well done Matt and team, I like them.

Thanks, I appreciate that!

 

9 minutes ago, Nathan Explosion said:

Inbetweeners Friend GIF - Inbetweeners Friend ThumbsUp GIFs

This is the best GIF in the world.

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I can't post a new topic in the help area.  I know I'm not a client, but I have active paid-for subscriptions to numerous plugins and apps, and I should still be able to have access to those and keep them updated on my site regardless of my status with Invision.

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1 hour ago, ahc said:

I can't post a new topic in the help area.  I know I'm not a client, but I have active paid-for subscriptions to numerous plugins and apps, and I should still be able to have access to those and keep them updated on my site regardless of my status with Invision.

We have changed this recently,

https://invisioncommunity.com/forums/topic/460587-new-marketplace/?do=findComment&comment=2846304

Quote

We love feedback. And there's certainly been a lot based on the marketplace changes.

We've made a change based on that feedback so that you can continue to access your paid for marketplace items even if your Invision Community renewal has lapsed.
 

 

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Feedback aka Feature Suggestions needs to be improved. As the definitive location for your clients to post any and all feedback for consideration by the company, it is by far the most important forum for our collective futures.  You literally tell retail clients to post their suggestions in Feedback, but because it's so unorganized and so unmanaged, your own company follow-through on client feedback is embarrassingly non-existent over the years.  

Feedback is a combination of site feedback, company feedback, feedback on seven apps, the admin control panel, clubs, community enhancements and integration, product guidance because people don't know where to post, and the personal planning of kmk on using community software in literally every way except as a community. Feedback needs to be broken-out per app, to be actively collated and tallied and merged, and non-feedback needs to be moved out.    

There is zero incentive for clients to search for past feedback when everything is jumbled together, zero guidance on how clients can bump or lend weight to a prior suggestion, and finally zero transparency to your client base on how our aggregate suggestions are flowing through the suggestion pipeline. Probably because it's a hot mess.  

 

If you had simply tasked Jordan to organize this section with clearly defined workflows, I would have applauded. Something like:

  1. Prequalify all posts in Feedback:
    1. Ask for poster to provide minimum specifications as defined by the company. Until those are submitted by the poster, the suggestion shouldn't be accepted.  One of community management's best practices is realizing that great suggestions aren't written by the poster, they're elicited by the asker.     
      1. If bug, give poster instructions for sending in a support ticket.  Close and mark as resolved.
      2. If non-feedback, give poster instructions on proper navigation of site for reference.  Move as needed.
      3. If feedback that meets minimum specs, then move, organize, and merge as needed.  
  2. For site feedback:
    1. If valid, escalate to site management team. Follow-up and mark as resolved when done.  
    2. If not valid, follow-up and mark with a thanks but no thanks.  
  3. For company feedback:
    1. If positive, ask for permission and promote on social media.  Follow-up and mark as resolved when done.       
    2. If negative, escalate to company management as needed.

 

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1 hour ago, ahc said:

I can't post a new topic in the help area.  I know I'm not a client, but I have active paid-for subscriptions to numerous plugins and apps, and I should still be able to have access to those and keep them updated on my site regardless of my status with Invision.

I’ll see what I can do.

42 minutes ago, Joel R said:

Feedback aka Feature Suggestions needs to be improved. As the definitive location for your clients to post any and all feedback for consideration by the company, it is by far the most important forum for our collective futures.  You literally tell retail clients to post their suggestions in Feedback, but because it's so unorganized and so unmanaged, your own company follow-through on client feedback is embarrassingly non-existent over the years.  

Feedback is a combination of site feedback, company feedback, feedback on seven apps, the admin control panel, clubs, community enhancements and integration, product guidance because people don't know where to post, and the personal planning of kmk on using community software in literally every way except as a community. Feedback needs to be broken-out per app, to be actively collated and tallied and merged, and non-feedback needs to be moved out.    

There is zero incentive for clients to search for past feedback when everything is jumbled together, zero guidance on how clients can bump or lend weight to a prior suggestion, and finally zero transparency to your client base on how our aggregate suggestions are flowing through the suggestion pipeline. Probably because it's a hot mess.  

 

If you had simply tasked Jordan to organize this section with clearly defined workflows, I would have applauded. Something like:

  1. Prequalify all posts in Feedback:
    1. Ask for poster to provide minimum specifications as defined by the company. Until those are submitted by the poster, the suggestion shouldn't be accepted.  One of community management's best practices is realizing that great suggestions aren't written by the poster, they're elicited by the asker.     
      1. If bug, give poster instructions for sending in a support ticket.  Close and mark as resolved.
      2. If non-feedback, give poster instructions on proper navigation of site for reference.  Move as needed.
      3. If feedback that meets minimum specs, then move, organize, and merge as needed.  
  2. For site feedback:
    1. If valid, escalate to site management team. Follow-up and mark as resolved when done.  
    2. If not valid, follow-up and mark with a thanks but no thanks.  
  3. For company feedback:
    1. If positive, ask for permission and promote on social media.  Follow-up and mark as resolved when done.       
    2. If negative, escalate to company management as needed.

 

Jordan is already collecting feedback in themes. I know he has a Club list on the go. He has a board in our organisational tool which he’s using to track it all.

I would expect further changes as he gets more comfortable with it.

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28 minutes ago, AlexWebsites said:

I like the changes and specifically the help & support section. Sharing support topics could help others who would normally create a ticket for the same issue.

Yea!! This is one of the most exciting aspects to this imo. 🙂

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It will take a moment or two to adjust to the new layout. Still, overall anything that people can agree on that improves things is always a benifit. I shall continue to watch the ongoing development and general management from Invision with great interest. Onward and forward, and let's see where the road takes us all together—congratulations on your recent changes.

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16 hours ago, ahc said:

I can't post a new topic in the help area.  I know I'm not a client, but I have active paid-for subscriptions to numerous plugins and apps, and I should still be able to have access to those and keep them updated on my site regardless of my status with Invision.

You should now have full access.

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On 2/18/2021 at 1:39 PM, Daniel F said:

Don't know what you're talking about since that content is still gated.

084afb1df636a31bac2ff308e64dbc42.png

When was this change made?  My license expired last week and I have 7 plugins/apps that need updating, but I'm being locked from the updates claiming I have to pay to renew my Invision license.  

Edited by ahc
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