Testimonials

I need help with an idea involving the forums. I’m also going to rant and make no apologies for it.

The concept is simple, many users unaware of our support options post a question to which they get no reply. Through misunderstanding, they then venture into the testionials section and give a negative experience – which is then answered negatively reinforcing the users bad experience.  So they leave and tell anyone who’ll listen how bad the community is. For some time, I’ve been seeking out such posts and answering them in a customer focussed manner.  Some have simply been trolls, that’s true.  The majority have responded, actually stating their problem which has invariably been solvable, had they been directed to the correct information. Very quickly, their attitude changes because they’re being listened to, they get their answer, we keep a user and get the oppertunity to interject with how the community works. There is a specification:

https://wiki.ubuntu.com/Forum/Spec/TestimonialTeam

Searching Google for answers returns large numbers of forum hits, most likely because of the less specific phrasing that would hit on documentation. The upshot of this is that combined with its branding the forum is percieved by many new users as the primary support resource. Even ubiquity-slideshow suggests this from its final slide in the recent Karmic alpha.

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So why do I need help? I was always quite fond of the forums but having dealt with the forum council for the first time I am not so sure.

Suggesting on the forum council agenda, there is no meeting date then it’s announced on the day it’s happening – I miss it.  Two months later, there’s a second bite at the cherry and not enough council members turn up for there to be a vote. On remarking that this is becoming a large timescale (the next meeting at least a month away) and can we arrange a time sooner, the person leading the session quits! In fairness to the council I have had support from some of their members, one even taking over the session, although there can’t be a vote.

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I think it’s worth proceeding with such a team. However given the now excessive timescale it has taken I can no longer devote as much time to this as I could have a few months ago. The next meeting is 23rd September. So if there is anyone interested in helping out with this initiative, I’d love to hear from you.