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From Rob Weir <robw...@apache.org>
Subject Re: So-called "Reporting a problem with the OpenOffice website"
Date Sat, 08 Feb 2014 21:08:36 GMT
On Sat, Feb 8, 2014 at 2:13 PM, Marcus (OOo) <marcus.mail@wtnet.de> wrote:
> Am 02/08/2014 07:44 PM, schrieb Kay Schenk:
>
>> On Fri, Feb 7, 2014 at 12:54 PM, Marcus (OOo)<marcus.mail@wtnet.de>
>> wrote:
>>
>>> Am 02/07/2014 07:16 PM, schrieb Rob Weir:
>>>
>>>   On Fri, Feb 7, 2014 at 12:20 PM, Donald Whytock<dwhytock@apache.org>
>>>>
>>>>   wrote:
>>>>
>>>>> On Fri, Feb 7, 2014 at 12:08 PM, Rob Weir<robweir@apache.org> 
 wrote:
>>>>>
>>>>>   Is anyone else noticing that almost no one uses the link to report
>>>>>>
>>>>>> website issues to actually report website issues?
>>>>>>
>>>>>> I wonder whether we're making it harder for ourselves by having this
>>>>>> link?  I don't mind getting support questions to the dev list, but
the
>>>>>> non-informative subject lines we get is unhelpful.
>>>>>>
>>>>>> Maybe send web site issue reports to Bugzilla instead?
>>>>>>
>>>>>>
>>>>>>   I've never actually seen this link...just seen the results of it
>>>>>> here.
>>>>>
>>>>>   I
>>>>> assume it leads to a form?
>>>>>
>>>>>
>>>> In the footer of every www.openoffice.org page there is a "contact us"
>>>> link.  That loads this page:
>>>>
>>>> http://www.openoffice.org/contact_us.html
>>>>
>>>> Notice that user, unless they are standing on their heads and reading
>>>> from the bottom of the page up, must ignore the advice for support
>>>> questions, ignore the advice for reporting bugs, ignore the note that
>>>> says that the following instructions are *not* for user support, and
>>>> then click the link that clearly says it is for reporting website
>>>> issues.
>>>>
>>>> I'm at a loss at how it happens that users reach that point.
>>>>
>>>
>>> OK, at the moment we trust in the users to use this link only for website
>>> issues. This is failing as we can see.
>>>
>>> What about to try the opposite way:
>>>
>>> - Remove the text and link.
>>> - Then the users will find another way (yes, I'm pretty sure they will
>>> succeed).
>>> - And from there the problem will be reported to us via dev@ - as other
>>> mails got redirected to this ML already.
>>>
>>> As the number of real website issues is much, much smaller than the
>>> number
>>> of misused mails, I believe that we can try this.
>>>
>>> So, anything against to try to go this way and see what will happen?
>>>
>>> Marcus
>>
>>
>>
>> These are obviously users in need of product help. We have some
>> information
>> on the Contact Us page for them, but, this is either not understood or not
>> being used, or users prefer mailing list contact vs signing up for a Forum
>> account.   I think we should try to fix that area first before removing
>> the
>> correct link to report Web site problems.
>
>
> OK, do you have an idea? Because I'm - like Rob - out of ideas.
>

I wonder... do all users know what "technical support" means?   Maybe
less technical users are not familiar with that term?  That would
explain why some might miss that first section of the contact page.
Maybe say, "If you need help with using OpenOffice (technical
support)...."?

-Rob


> For me it is really obvious which way to go - *or not to go* - with
> problems. Everything is there.
>
> Marcus
>
>
>
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