Skip navigation
This discussion is archived

Community Help messages

Jul 2, 2012 3:22 PM

  Latest reply: Pierre Courtejoie, Jul 11, 2012 8:10 AM
Replies
  • Pierre Courtejoie
    7,038 posts
    Jan 11, 2006
    Currently Being Moderated
    Jul 8, 2012 8:51 AM   in reply to Claudio González

    Claudio, the community help had a functionnality in which users could bring additional comments, corrections or links relevant to the topic at hand. It allowed many changes, and enhancements in the help files. (hence the "community" in its name) It especially welcomed linking to third-party content, and allowed "rightful" advertizing to one's site.

     

    To foster comments, Adobe gave a points system, and appointed moderators, to help curate the comments.

     

    But, over time, many users of the help files began to ask questions when a topic was not clear, or use the feedback mechanism to ask questions, sometimes remotely related with the article they were commenting on.

     

    Adobe recognized this, and saw that most of the moderators spent a lot of time answering questions, while there are also forums dedicated to this very function, and where hundreds of other posters could help. I guess that it what prompted them to link Community help with the forums.

     

    That said, I do agree that the phrase used to introduce the question could be re-worded, like it was skillfully done in this very thread.

     

    Add to the confusion the fact that sometimes, some users do not finish asking the question, or delete it somehow, creating "empty threads" with the confusing sentence outlined earlier.

     

    Rest assure that this discussion, like many others will be brought to the ears of the powers that be, but I can't promise an immediate change, even if it would be very welcome, and would help reduce confusion.

     

    Ideally, there should be a way to limit posts to ACH, like comments or additions (even if they would be useful in there), and redirect only the questions to the forums.

     
    |
    Mark as:
  • Currently Being Moderated
    Jul 8, 2012 2:19 PM   in reply to Claudio González

    Claudio,

     

    I believe the How do I earn points section in this document has something to do with it:

     

    http://forums.adobe.com/docs/DOC-2327

     

    As far as I know, for a while moderators have been able to tick answers as Correct/Helpful instead/on behalf of, and even overruling, the OP, thus also distributing points.

     

    Edit: And what I am going to say a few minutes ago.

     
    |
    Mark as:
  • Currently Being Moderated
    Jul 8, 2012 2:17 PM   in reply to Pierre Courtejoie

    Pierre,

     

    I also wish to thank you for taking care of the issue.

     
    |
    Mark as:
  • Noel Carboni
    23,488 posts
    Dec 23, 2006
    Currently Being Moderated
    Jul 8, 2012 3:20 PM   in reply to Jacob Bugge

    Jacob Bugge wrote:

     

     

    Edit: And what I am going to say a few minutes ago.

     

     

    Now, how many edits did it take to get that just right?

     

    -Noel

     
    |
    Mark as:
  • Currently Being Moderated
    Jul 9, 2012 1:44 AM   in reply to Noel Carboni

    Claudio,

     

    I agree completely.

     
    |
    Mark as:
  • Currently Being Moderated
    Jul 9, 2012 1:51 AM   in reply to Noel Carboni

    Noel,

     

    Just one. I edited, realized the opportunity, added the edit, took a deep breath, and pressed the button, hoping to be in time before a reply but not in time to be too early.

     
    |
    Mark as:
  • Pierre Courtejoie
    7,038 posts
    Jan 11, 2006
    Currently Being Moderated
    Jul 9, 2012 3:59 AM   in reply to Claudio González

    Claudio, as Jacob pointed it out, moderators and selected Adobe staff can mark a post as Correct or Helpful. I did not do it with mine.

     

    It's been that way in community help for years, and here as well.

    It is useful when there are posters using email, or to still point out helpful/correct posts in discussions with "hit and runners".

    Especially the "correct" tag that marks the thread as such.

     

    As shown on your screenshot, you can still "untag" helpful or corrects post if you feel so.

    Maybe another mod/Adobe Employee wanted to give a nod to my explanation...

     

    I don't get what you mean with the barrier between Adobe and its customers, this very forum, and the Adobe participation therein are the proofs that they care, and more than before!

     
    |
    Mark as:
  • Pierre Courtejoie
    7,038 posts
    Jan 11, 2006
    Currently Being Moderated
    Jul 9, 2012 11:00 AM   in reply to Claudio González

    I think that there is no way, if you did not reply for the other person to know if you had visited the thread. If he/she sees this discussion, maybe will they post a word rather than tag it with helpful (it might be a facebook/twitter habit) But I can understand your frustration, it might feel like someone opened a letter adressed to you (with the difference that a forum is public)

     

    As for the suggestions to the current forum, we had several iterations, and several items have been implemented.

    Also, the "changes" are mostly skinning or interface ones, I don't think that there is a way to implement new functionality. (And I'd also like new features, such as I'd like to have a checkmark for threads I posted in, or a full history of what I did)

     
    |
    Mark as:
  • Currently Being Moderated
    Jul 10, 2012 8:49 AM   in reply to Claudio González

    From behind the scenes we can't tell who sets the post status on a message, nor who's read which reply. Unless the host comes back and admits to it, who tagged the helpful post will remain a mystery - sorry.

     

    Generally we'll force marks on threads for two reasons - to allocate points to those who deserve the credit, and to clear the open question status so other users know it's been answered. Either way, we (are supposed to) wait until the OP has or hasn't taken action; though with some of the CH questions it's important to confirm the right answer quickly, so those reading via the application help system understand what's going on.

     

    Back to the general point of the thread - all posts by CH are supposed to have a question as their first reply, it's clear that a small number are going wrong at the moment, but it's not obvious why.

     

    If anyone sees a CH post without a question please click the Report button, file it as 'general abuse', and we can then pass it to the engineers as quickly as possible.

     
    |
    Mark as:
  • Noel Carboni
    23,488 posts
    Dec 23, 2006
    Currently Being Moderated
    Jul 10, 2012 8:18 PM   in reply to Claudio González

    Well, to be fair you kind of took it off topic with your discussion about others marking posts as helpful.

     

    By the way, that sentence sums it up nicely - I finally got it.  However, I think you wish for too much that it should all work right AND make sense at the same time.  This is Adobe we're talking about, remember?

     

    -Noel

     
    |
    Mark as:
  • Pierre Courtejoie
    7,038 posts
    Jan 11, 2006
    Currently Being Moderated
    Jul 11, 2012 8:10 AM   in reply to Claudio González

    And that's the part (rewording the CH threads) that has been forwarded to the relevant persons, don't worry!

     
    |
    Mark as:

More Like This

  • Retrieving data ...

Bookmarked By (0)

Answers + Points = Status

  • 10 points awarded for Correct Answers
  • 5 points awarded for Helpful Answers
  • 10,000+ points
  • 1,001-10,000 points
  • 501-1,000 points
  • 5-500 points