topic Re: CONTEST: Help us redesign our boards for a chance to win! in Announcements

CONTEST CLOSED: Help us redesign our boards for a chance to win!

Alan_K — Mon, 23 Mar 2020 17:02:07 GMT

Hey Community,

As we mentioned at the end of 2019, one of Public Mobile’s focuses for 2020 is to improve our systems and portals to give you, our customers, a better experience. This includes everything from our back-end systems, to our self-serve portals, to the Community. As we look to make improvements to the Community, I want to make sure we leave no stone unturned and make every part of the Community experience great.

That being said, one area we’d love your help with is the Community boards. The boards we have now (including Announcements, Getting Started, and The Lounge) help us organize the Community, but as the Community grows, we want to make sure they reflect the content that our members want to see. So, let us know what you think the boards in the Community should be and you’ll be entered to win one of three $50 Amazon e-gift cards.

Comment below what boards you think we should have by Monday March 23 2020 at 12:00PM ET to be entered. Get as creative as you’d like! Want a board dedicated to money saving and deals? Tell us! Think we should have fewer? Let us know! We will take these submissions into consideration as we work towards improving the Community experience for everyone, and three winners will be randomly selected to receive a $50 Amazon e-gift card.

Please note that all winners will be contacted via private messenger within a few days of the contest closing.

-The Public Mobile Community Team

CONTEST RULES

Redesign Our Boards Contest
CONTEST RULES

HOW TO ENTER & ELIGIBILITY
No Purchase Necessary. To enter entrants must share, in the Public Mobile Community post, how they would redesign the list of forum boards in the Community. Only one entry per person accepted. No other form of participation is accepted. In the event of a dispute on the entrant identity, the person who is the holder of the email address specified on the online form will be deemed to be the entrant.

If your entry contains a person, other than the entrant, by entering the contest, you state that you have obtained consent from everyone in the photo. If your photo contains a minor (under the age of 18) parental or legal guardian consent is required.

Contest runs from March 16 to March 23, 2020 at 12:00pm ET.

An Entry will be considered void and removed from the Community post if it contains subject matter that, in the opinion of the contest administrators, may violate community standards or is otherwise of questionable taste.

To be eligible, an entrant must be an existing Public Mobile customer and entry must be received on or before end of contest closing date and time. Entrants must be a Canadian resident who are 13 years of age or older and must be a member of the Public Mobile online Community. Contest not open to employees of TELUS Corporation, its affiliated companies or subsidiaries, its sales agents, its advertising and promotional agencies, and members with whom they are domiciled. By accepting these Contest Rules, entrants agree that any and all liability related to this contest by TELUS is limited to the value of the Prize(s) as defined hereinafter.

2. THE PRIZE
There will be three (3) prizes awarded. Each winner will receive the following prize:

One (1) Amazon e-gift card valued at $50

Prize(s) must be accepted as awarded and with no substitutions, is/are not transferable unless set out in the Contest Rules and cannot be exchanged with Public Mobile for cash. Public Mobile reserves the right to substitute the Prize with a Prize of equivalent value if such prize becomes unavailable for any reason. The chances of winning are dependent upon the total number of eligible entries received.

3. THE DRAW
A random draw for all Prizes will take place at the Public Mobile office located at 25 York Street, Toronto, Ontario on or about March 23 at approx.12:00PM ET by a TELUS representative. Selected entrants will be notified on the Public Mobile Community. If the selected entrant cannot be reached within two (2) business days, or if the selected entrant does not meet any of the contest requirements, another entrant will be selected from the remaining eligible entries.
In order to win, the selected entrant must correctly answer unaided a mathematical skill-testing question and will be required to sign a standard release form. If the selected entrant is under the age of majority in his/her province of residence, his/her parent or legal guardian must read and accept these Contest Rules. Failure to answer the skill-testing question correctly, comply with the Contest Rules or sign and return the release form within two (2) days of receipt will result in disqualification and another entry will be selected until the Prize is awarded. Prize will be delivered to a Canadian address of the winner’s choice within (7) business days after prize has been awarded.
4. PRIVACY
By entering the contest, entrants consent to the use of their names, city of residence, photograph, voice and/or image for publicity purposes in all media used by Public Mobile, without payment or compensation. Entrants agree to TELUS’ use of the entrants’ personal information that may include contacting you regarding limited time offers, promotional offers and/or surveys. Full details are as described in Public Mobiles’ privacy policy located at publicmobile.ca/termsofservice.

QUEBEC RESIDENTS

Any litigation respecting the conduct or organization of a publicity contest may be submitted to the Régie des alcools, des courses et des jeux for a ruling. Any litigation respecting the awarding of a Prize may be submitted to the Régie only for the purpose of helping the parties reach a settlement.

6. OTHER
All entries become the property of Public Mobile. Public Mobile assumes no responsibility for lost, damaged or misdirected entries during the contest period, for any problems or technical malfunction of any online systems, servers, access providers, computer equipment, software and failure of any e-mail or entry to be received by Public Mobile on account of technical problems, traffic congestion on the Internet or at any web site or failure of handset or mobile web browser. Public Mobile reserves the right, at its sole discretion, to change, cancel or suspend this contest without prior notice. Entries are subject to verification and will be declared invalid if they are mechanically reproduced, forged, falsified, altered, tampered with, not in accordance with Community standards or unlawful in any way. Entries submitted by unauthorized means will be disqualified. In the event that it has been determined that an entry has been made in an manner not sanctioned by these rules and/or an entrant has submitted more than the number of entries permitted by these rules, the entrant and all of his/her entries will be disqualified. Entrants agree to abide by the contest rules and the decisions of the contest judges, which are final. This contest is subject to all applicable laws and regulations.

Re: CONTEST: Help us redesign our boards for a chance to win!

Jb456 — Mon, 16 Mar 2020 15:29:39 GMT

Stickys at top of with guide/screenshots from Public Mobile Team on common questions.

How to port

How to buy an add-on

How to set APN settings both Android and iPhone

Etc

Another one that would be nice is a faster option to get personal details deleted....

Sometimes a new member posts all there information. Account number, sim number, full name, email address, etc..

Our only option is to report the thread or ask Oracle's and hope one is online to edit the post.

Speaking of Oracle's. Can we have a @oracles option that they all get a notification? Like @ moderators_team.

Just a few ideas for now. Likely will post more later.

Re: CONTEST: Help us redesign our boards for a chance to win!

gblackma — Mon, 16 Mar 2020 15:28:46 GMT

The headers should be in different colours. Announcements in green, the rest black and the lounge in blue. And within the lounge there should be a sub division for non telephone related deals etc.

Re: CONTEST: Help us redesign our boards for a chance to win!

Anonymous — Mon, 16 Mar 2020 15:29:38 GMT

I guess I'll be disqualified...nothing. The Lounge is for anything and doesn't count for participation. Discussions is the otherwise catch-all or for when somebody doesn't know which category to choose. Announcements can only be posted by you folks. The rest are fine. Tried and true.

Not category-related:

Put that dang Quote button back where it belongs and most of us would be happier.

Or indicate which post someone clicked the Reply button on.

Re: CONTEST: Help us redesign our boards for a chance to win!

kselmak — Mon, 16 Mar 2020 15:36:00 GMT

Hi @Alan_K

I'm sure we'll think about it.

But I'll start already with the pioneer section.

How many people are there that fall into that category and is that section still needed?

Also I find myself kinda missing the knowledge base section (I believe that was the name) do you think you will have something similar like 'manuals'

I know there are some help pages (which are really good) but maybe they could also be just linked here too as this is the place where people come for help

Thanks

Re: CONTEST: Help us redesign our boards for a chance to win!

RobertQc — Mon, 16 Mar 2020 15:34:58 GMT

Things are good but we have phones & hardware, what about software / operating systems? Also Services / Network / Connectivity.

Re: CONTEST: Help us redesign our boards for a chance to win!

killerofmusic — Mon, 16 Mar 2020 15:37:20 GMT

Sometimes the community loads very very slowly. Maybe look into that. Also make the community forum a bit more colorful by adding different color for each category.

Re: CONTEST: Help us redesign our boards for a chance to win!

Staliger — Mon, 16 Mar 2020 15:38:56 GMT

@Alan_K

Add the board related to most common questions : How to buy an add-on, to port a number, to set APN settings, etc. Change the color of the Announcements section so that people could easily notice the important information.

Re: CONTEST: Help us redesign our boards for a chance to win!

JoyLuck — Mon, 16 Mar 2020 15:54:18 GMT

I would like to see a FAQ that contains the definitive answers to the most common questions grouped in a logical way.

Examples:

- On the $15 calling voicemail from your phone count as incoming minutes, therefore save your minutes by using another phone (landline, etc)

- List the recommended browsers
- If you cannot add your voucher by self-sreve, use *611 from your phone

- You can keep a running balance with vouchers and as long as you have a credit card on file you will get the auto pay reward

Re: CONTEST: Help us redesign our boards for a chance to win!

YVR — Mon, 16 Mar 2020 15:56:45 GMT

Like to see the quote button magically appear.

Make is easier for people to find the Knowledge base. It takes me several times to find it and instead keep ending up in the community.

Re: CONTEST: Help us redesign our boards for a chance to win!

ddeep91 — Mon, 16 Mar 2020 16:52:30 GMT

@Alan_K

There are few things that need to be modified/added

1) We need to ADD a (Frequently Asked Questions) FAQ section

When helping the community on a daily basis, we answer very similar questions.

Questions like

Q: Having trouble with porting numbers/ or unable to receive calls recently ported?
A: (follow these steps: details here)
Q: I am unable to log in?
A: (follow these steps: details here)
Q: How can I change the plan?
A: (follow these steps: details here)
Q: My Account showing suspended/expired.
A: (follow these steps: details here)

These are just few examples of what's being asked every day. I'm sure these FAQ's will make a huge difference in helping new activations/members.

2) We could possibly add a "Troubleshooting" section with the most common problems customers face.

Example

Q: My service has stopped working.
A: example: update your APN settings/restart your phone/check you're MySelf serve account and so on.
Q: My data is not working.
A: (follow these steps: details here)

Just some ideas!

Cheers

Re: CONTEST: Help us redesign our boards for a chance to win!

ShawnC13 — Mon, 16 Mar 2020 16:48:45 GMT

@Alan_K I think there are already to many sections. We could go down to 4 Announcements, Contests, PM Support, The Lounge. Have only PM Support be used for calculation of rewards. No need to have people earning rewards off of posts that are announcements, contests or non support issues.

Re: CONTEST: Help us redesign our boards for a chance to win!

sa7375 — Tue, 07 Apr 2020 00:20:12 GMT

There are already too many boards and should be pruned to a lower number. Ideally, the Search window should bring up an answer instantly — no matter what the question — rather than a user browsing through the boards and the titles.

And this brings me to a supplementary suggestion of the role of Chatbot SIMon. It’s currently relegated to a side show by placing it in the bottom right corner of the screen. It’s not even brightly colored to attract attention. How about re-positioning the Chatbot SIMon to the front and the center for all searches (just below All Community). Ideally, this is where a user should start for all the questions.

Do I have a Google Search Window in mind? Perhaps, yes.

Re: CONTEST: Help us redesign our boards for a chance to win!

kselmak — Mon, 16 Mar 2020 16:58:39 GMT

I would like to second @Anonymous suggestion about the reference/link to the actual message in the thread being replied to.

Re: CONTEST: Help us redesign our boards for a chance to win!

kselmak — Mon, 16 Mar 2020 17:10:52 GMT

@ddeep91

They're was a knowledge base that was combination of manuals, how tos, solutions to particular problems/bugs.

With tone it a became a bit messy and there was lots of stuff that was outdated.

This is probably the reason it was removed, place like that needs regular maintenance.

Maybe there should be some kind of flag that community can use to alert employees that the thread is outdated or not applicable anymore and can be placed for review.

Would they be taken down completely or would there be a graveyard for threads still accessible to public I guess is something pm would have to decide.

Re: CONTEST: Help us redesign our boards for a chance to win!

popping — Mon, 16 Mar 2020 17:13:24 GMT

@Alan_K

PM does not have call center. Support are provided by moderator by creating a support ticket using SIMon. New and old subscribers are still don't know how to get support.

1. On new community account creation, new user should be directed to a quick training video or interactive web pages on

1a. how to use our community board

1b. how to get help using SIMon.

1c. how to use the private message system

1d. TBD

2. Community landing page should remind users that PM support is provided by moderator only and short cut link to the introduction training materials.

Re: CONTEST: Help us redesign our boards for a chance to win!

fujiyama — Mon, 16 Mar 2020 18:28:24 GMT

Not sure if we need to change the number of boards, the current ones are already categorized pretty nicely, imo. Besides, many new users don't really care or check that they're posting in the correct board anyways lol.

So I think new users should be forced to go through a bot like SIMon before their first post, which will basically take them through a search of the forums for threads related to their question. Then give them the option to start a new thread afterwards.

Also for new users, give them a big flashing warning to not their personal info on the public boards whenever they post. Only remove this warning after their 10th post (or rank up), or something like that.

EDIT: For tagging all Oracles, I found a thread explaining the limitations for setting that up. Maybe have an "Oracle_Team" bot account that will auto check for Oracle(s) who are online and notify/tag them? Or just auto forward all the tags it receives to every Oracle, so we don't have to manually tag all of them lol.

Re: CONTEST: Help us redesign our boards for a chance to win!

Sarlye — Mon, 16 Mar 2020 18:19:39 GMT

I would like to see:

- Different colours for Announcements tabs, sometimes when it’s busy posts get lost

- have the quote back when reply..

- sticky on top for Newbies.. start here with links to how to do Autopay, how to post on the board, etc.

- get to know page for members who want to share more in the Lounge.. or history of the Oracles? How to be an Oracle?

- report on posters who constantly write off colour or rude comments so an official from PM can either block them, or their posts will have to be reviewed before it can be posted. Since only customers can join the community, we can’t kick them out, but their rudeness should be curbed.

Thank You 🤗

Re: CONTEST: Help us redesign our boards for a chance to win!

pm-smayer97 — Mon, 16 Mar 2020 18:47:53 GMT

Forum organization itself is fine, mostly, except the removal / hide & seek of the Quote button (that is more a function of the Khoros platform than PM but still needs addressing).

One feature lacking is the ability to subscribe to sections of the forum, rather than just individual threads (though I posted a work-around solution for this here:

How to get notified of ANY New Promos, Announcements, System Outages, etc

I would like the equivalent of the Lab section brought back to be able to submit ideas for improvements BUT only if it is properly managed, e.g., merge duplicates, provide feedback, update status, etc.

Yes, make Simon more front and centre.

Make it clearer on how to get mod support via Simon... I figured it out but definitely not obvious.

BIG problem in this forum is more the PRIVATE MESSAGING...again more a PLATFORM issue than a forum organization issue. For an online only company that requires communication with customer via this PM, this PM is TERRIBLE... lacks tracking conversations (that is the back and forth on same discussion thread), lacks preserving title when mods reply back, so makes it VERY HARD to have more than one topic on the go with mods (and there are many situations where that is necessary). Please fix or REPLACE this PM system.

Re: CONTEST: Help us redesign our boards for a chance to win!

pm-smayer97 — Mon, 16 Mar 2020 18:50:39 GMT

@Sarlye wrote:
I would like to see:
...
- report on posters who constantly write off colour or rude comments so an official from PM can either block them, or their posts will have to be reviewed before it can be posted. Since only customers can join the community, we can’t kick them out, but their rudeness should be curbed.

Thank You 🤗

You can already report inappropriate posts... just click on the "..." menu to the right for the option.