Trying to improve the community

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  • Idea
  • Updated 4 years ago
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I know I'm pretty new here, but I think the Community Forum could use an update.

The problem I've seen here (and in many other forums to be honest), is that people will log on, create a profile and ask a question that is easily answered either by searching other topics, or by using the website they are posing their questions on.

For example:

-There are a lot of "ideas" regarding cell phone insurance...one thread is sufficient for this and Koodo has already implemented this to a degree. Searching this topic would have revealed this.

-I've also seen many posts on "how much does __ phone cost", or "Does Koodo carry the __ phone"...this information is available on the website and does not need to be made into a new thread.

Maybe better sorting functions could help, or a more robust search tool? Or even the ability for moderators to deactivate threads and direct posters to a thread that has already been created on the same topic, or lump them all together.

The ultimate irony here, would be if this has already been posted...though I did search fist hahaha.
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B-Worrall

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Posted 4 years ago

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Ry

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You have my vote
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Chris Petersens

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Someone submitted a similar idea. :-) It was the second winning one on koodo's own contest. Yours is a little different but makes sense.

http://fanpage.koodomobile.com/ideas/

I'm somewhat baffled as well why people can't seem to see that their question was already answered and posted for others to see. That said, I just searched "cellphone insurance" and none of the right post came up. Than I just searched "insurance" and a bunch of them came up.

Here is the weird thing, if you search "koodo cellphone insurance" the first thing that will come up is one of the posts off this forum. This one:

http://community.koodomobile.com/kood...

So google can find it but the community can't. Strange. Maybe it is indeed the search tool that needs retooling.
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B-Worrall

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Yeah that's sort of what I'm thinking...as you say, depending on how you phrase the question, you sometimes get quite different results
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Sheila

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I live very much B-Worrall! You got my vote!
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RudyW

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Ditto!
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David, Mobile Master

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Seems like you are trying to make the forum foolproof. This is a very difficult task as fools are so ingenious.

But seriously, it is human nature to ask first and look later. There are 100 or more pages containing the terms 'unlock' or 'unlock cellphone'. I'll lay odds that there will be more than one question on this topic before the end of the day Friday.

Similarly how many create a login to ask how to contact Koodo? They can't find their way past the support dropdown with this community link to the bottom of the page where the contact us link resides.

Change of this sort will be an uphill battle, but I wish you well in it.
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B-Worrall

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Hahaha thanks. It just always seems strange to me that a lot of questions take less time to answer by doing a search, than signing up for a forum and posting a new thread :P
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Ry

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There is some things that could be done to make things better.
1) before allowing someone to post, ask them what they are looking for, and offer up the best results. Then make the person click, none of these apply before posting. It won't be bullet proof, but would sure help cut down
2) more mods. I imagine that it's a financial reasons this hasn't occurred.
3) make it clear that this is a community of customers and volunteers. All to often we see people asking account specific questions or (especially via the widget) think they are talking to a csr
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Ivan, Mobile Master

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1) The GetSat platform does not allow for much customization. The Mobile Masters have previously requested that people be required to provide information specific to their phone model when they ask a question.
2) What exactly needs to be moderated? Koodo does not delete repeated questions, regardless of how many mods there are.
3) I thought it was quite clear that the majority of us are just customers. People just tend to not read. No matter how much text is in front of them, they'll skip through.
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Ry

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For 2, mods could link to original thread and archive. Would help clean the noise from search results and browsing. I recognize they don't do this now, but it would be great if they did
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B-Worrall

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I don't see why it should be hard to require people to provide what phone they are using...you could even have a signature line for profiles that would show their current phone model.
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Ivan, Mobile Master

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I don't see it either, but I can assure you that we've suggested this many times.
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BobTheElectrician

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NEW topics should require filling out a simple screen form similar to email: need to know what phone and area of discussion you are posting about. Then the discussions could be subdivided: billing, pre-paid, post-paid, add-ons, Android, iPhone, data, mms, sms issues.

Everyone's time is limited. Those who are knowledgeable about iPhone or Android won't have to trip over the 72nd iteration of "HELP!" which usually means I don't understand my bill and don't read FAQ" unless they really want to.

Quicker and more-to-the-point replies guaranteed. Preferably with a moderator who's a specialist in that particular topic.
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RudyW

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Proper archiving and editing of content would solve many of these issues. If koodo sees the same questions over and over they could even just create a post themselves with the best possible answer.
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B-Worrall

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That's a good idea
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David, Mobile Master

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"Proper archiving and editing of content would solve many of these issues. If koodo sees the same questions over and over they could even just create a post themselves with the best possible answer."

But you still have to find a way to have folks search rather than ask. Human nature will cause people to ask the question, and only when they don't get an instant answer do they search here or elsewhere. There are an immense number of questions asked on this forum which could be answered by a simple web query, or looking on the site itself.
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RudyW

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I bet you my 16 year old blind dog that most people search. That is the easiest.
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Ivan, Mobile Master

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Most people do search. We've been told that the number of people that visit the community without asking a question is greater than the number of visitors who do ask questions.

No matter what is implemented, it won't affect those that don't read and those that are asking without searching.
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Sophia, Mobile Master

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All intentions in this thread are good, but I think we're all forgetting one important thing. We can't train others - we can only train ourselves :)
In other words, no matter in how much detail we discuss how people should ask questions and what details they should provide, in actual fact we can be assured that at least 10% will come in here and say "HELP! IT DON'T WORK!" leaving us to do all the digging what exactly doesn't work :D
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Robert, Mobile Master

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Usually, this kind of questions comes with similar response. I'd be happy to give alot of details to someone who is explaining his problem well then someone who just says : "HELP"
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B-Worrall

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You are correct, as many have stated, there will still be the odd HELP question, but I think we're just trying to come up with ways to minimize the number of these topics, though understanding they will never be eliminated 100%
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Mark Kokolsky

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I think its natural for people to ask someone for help rather than look up an answer. Ive always been torn on this subject as im on all kinds of forums all over the place. And when a forum starts pushing really hard for people to just search for an answer, it becomes less of a community, and more of a FAQ page. But at some point you also cant answer a question in a new way.

Also, I thought that when you post a question here, it suggests other threads similar to yours before it actually posts it. That way it kind of searches for you.
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B-Worrall

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Very true it is nice to have a community of helpful people, but as Chris stated above, the search engine often doesn't return what you are after, depending on how you phrase the question. It's not that every question should be answered in this fashion, it's just that we don't need 20 questions asking why Koodo doesn't have the iPhone 6 in different colors (although they sort of do now I suppose) :P.

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