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Mayor / Maire

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


@Alan_K wrote:

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,

 

This stuff SERIOUSLY needs overhauling, because of the constant stream of people with the same complaints, such as:

 

1.) Self-serve either doesn't work at all, hangs partway through, or simply takes forever to respond.... as mentioned in a previous thread, this SEEMS like more servers, or server upgrades, are needed, and/or more available bandwidth.

 

2.) Issues with using the Apartment field, and the postal code, when filling in personal info should be straightened out.

 

3.) Autopayment failures SHOULD NOT even be an issue in 2020, but they are.

 

4.) Thought of yet another one..... SOME COMPANY, and it may as well be Public Mobile, or the entire Telus group, seriously NEEDS to change the way number porting is done in this country, so that people's numbers DO NOT get ported out to another provider WITHOUT the owner of that number first giving consent to do so!!!

 

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. 

 

Personally, I like the look of the Community, i.e. the colour scheme works well, and is easy to read, but some things could DEFINITELY be improved:

 

1.) The message editor needs to function the same way across different platforms, and needs to have a properly functioning "Quote" button back, and if possible, the ability to use Multi-quotes would be even better. If moving the system to another forum software is what it would take to accomplish the task, that would be fine. I've had personal experience with Invision Community software, and it's VERY configurable, and seems to work quite nicely. Whether the issues here are the software, or the person/people doing the configuration.... well, that's up to PM to determine.

 

2.) As others have mentioned, there should be some "sticky" threads/posts where some of the most common information needed is easy to get at, because as it is right now, people doing a search here have to wade through thread after thread to MAYBE find the info they're looking for.

 

3.) An OBVIOUS way to contact the Moderator team would be nice too - there are SO many people that come here for help, that have to ask how to contact the Mods. That, and the constantly disappearing question mark icon, to contact SIMon needs to be fixed, and maybe, instead of being a question mark icon, that many people have NO IDEA what it's there for, should be a button that makes if obvious what it's for.

 

4.) This is personal preference, of course, but while the "Announcements" section being located where it is, is fine, I don't think the "New Solutions" section needs to be there at all, since those threads are essentially concluded. That, and both the "Latest Posts" & "Latest Topics" sections could easily be at least twice as long, i.e. 10 in each, instead of 5.

 

5.) Each of the forums, could easily have subforums, which would serve to keep everything more organized, and potentially easier to find the info you're looking for. For example, when looking at ANY of the forums, such as, "Getting Started", if you click in there, it's simply a HUGE list of all the posts within that forum. It could be WAAAY more organized, if, for example, the forum was titled, "Getting Started", which then has subforums titled, "Phone Compatibility", "Porting your existing phone number", "SIM Activation", "Adding card information", etc., etc.

 

Subforums are used extensively & successfully on other forums, such as, Linus Tech Tips , or Hardware Canucks 

 

As something else crops up, I may just continue editing this post.....

Highlighted
Oracle

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

It has been mentioned a few times already and well illustrated by @ddeep91 .  This community forum is in need of a good set of FAQs.  The moderator team has been doing some cleanup of historical posts and that exercise should provide some good analytics for developing the FAQs.  A good proxy that the FAQs have hit the mark is when we see customers coming to the community forum and saying that they have consulted the FAQs but need further clarification on an item.  

Highlighted
Oracle

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

Trim the boards down

 

  1.  Announcements and contests
  2. FAQ /common problems/solutions (locked board)
    • sticky direct link to ticket mods 
    • sticky list of "great posts" ie guides
  3.  Get Help (only people asking questions)
    • sticky direct link to ticket mods
    • sticky how to ask a question ie what to include what not to include
  4. lounge 2.0 (everything else except people asking for help including guides )
    • great posts from here could moved to other boards

only get help board counts towards rewards

 

 

 

5) mothball SIMON  (yeah I know that wont happen)

Highlighted
Retired Oracle / Oracle Retraité

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

I'd settle for Community bugs to be fixed. The quote button thing has been going on for a while now, and the phantom new messsage issue has spread to almost every category for me. 

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Retired Oracle / Oracle Retraité

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


@Jb456 wrote:

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.


The Oracle tag has been discussed before. There isn't any shared Oracle account that can be logged into and it was decided previously that such an option wouldn't be something that could be easily implemented.

Highlighted
Mayor / Maire

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

 Both new and experienced PM'ers report chronic problems using Simon. Getting to a moderator shouldn't be the cause of so much vexation of spirit.

 

Highlighted
Mayor / Maire

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


@computergeek541 wrote:

@Jb456 wrote:

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.


The Oracle tag has been discussed before. There isn't any shared Oracle account that can be logged into and it was decided previously that such an option wouldn't be something that could be easily implemented.


Yeah, that's a tough call on what to do about those situations - I've seen a few posts recently, where the OP has included EVERYTHING about their PM account, and although I've managed to tag Oracles on a few occasions, to get the post in question edited, there WAS a recent one that was left unedited for a significant amount of time before an Oracle got to it. IIRC, there actually weren't any Oracles online at that point in time, and I guess the Mods don't monitor the forums much..... maybe one of us should have tagged a Mod or two?

 

I've personally seen at least a half dozen posts that contained WAAAAY too much personal info in them, such that, if someone so inclined happened to be perusing these forums, they could have caused plenty of grief for the person that posted the info.

Highlighted
Great Neighbour / Super Voisin

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

Hi, I hope I will see a board that always lets its customers know how to solve some common problems, such as not being able to receive incoming phone calls.  Also, the board can post some customers’ bad experiences such as fraudulent phone calls & text messages and then tell us how to respond to the issues like this.

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Oracle

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

Suggestion for Boards

    • Announcements from PM
    • Service updates/issues from PM
    • Help and support to use/activate PM services
    • Ideas to improve PM services/support
    • Lounge for any topic
    • Tips and guides to PM services (potentially expand to any topic)

 

  • Clicking a board lands on the current landing page layout; viz. Current Topics, Latest Posts, (and Solutions but only for the Help board).
  • Each landing page includes a "Post New Topic/Question" button.
  • Search function for each board.
  • Add "Flag" button to posts for alerting moderators to abusive language.
  • I wouldn't bother with subheadings until we see how any new layout functions.

>>> ALERT: I am not a moderator. Je ne suis pas un moderateur.
Highlighted
Oracle

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

I have no issue with the current community boards setup. It just needs little bit of improvements and guidelines so everyone is on the same page. I do not think any boards needs to be removed. Dividing threads into different boards helps to at least know what the problem is about. So the current list is fine unless PM launches new services or like to separate crowded boards into sub categories. There are many other companies use Khoros platform to provide support. Some of them are PayPal, HP, Lenovo, Cisco, Go Daddy, Autodesk, Samsung, and Rogers. They all have different layouts and the way of presenting key info on the home page, but one thing in common is the list of boards/categories/sub-forums. It also helps PM to pull up stats on each categories. So I think the list of Boards should stay as is. 
To make things clear, review the guideline so people know what to post in Discussions, Lounge and other boards. Many forums/community I have been to only allow to post threads as long as it fits in the given categories. Any other topics would be deleted. Since PM wants customers to help each other, creating social community is beneficial. Therefore, having a sub category (Lounge) is totally fine to keep things separate.

Discussion boards is a bit grey area where anything else should go, but only if it is related to Public Mobile. I do not think any guide/tutorial related to phones should go there. If you think there is a need for this, make suggestions to may be divide the Lounge board. Since bravo counts and other stats from the Lounge are not calculated, rarely anyone will post. Similarly, if you have a guideline to not post any social topics, people will learn to not post anything not related to Public Mobile. Decision is totally up to Public Mobile if they want to keep things clean and simple. 

 

What I want to suggest is the presentation on the home page. PM should have a banner under the search bar for any important notice they would like customers to know. Outage happen from time to time and there is no way for customers to know that other people are experiencing the same. Posting multiple threads of the same thing is not helpful. So posting a notice right on top of the community home page would help. I understand that PM staff will not be online all the time, so giving ability to Oracles would result into quick action. If Oracles are not worthy, then have a moderator watch the community throughout the day and part of the night. I have yet to see any mod take care of removing personal info quickly or moving a post into proper category. So unless it will be a quick action, moderator will not help.

_________________________________________________________________________
I am not a mod. Do not send me private message with your personal info.

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