Rename SFX-related forums?

Posted by Kelson on Mon, 03/13/2006 - 21:42SFX Design Issues

A disturbing percentage of posts to the SFX Technical Issues forum are actually requests for tech support with the Firefox browser.  I'd guess people look for "Technical," don't realize what SFX stands for, and just post there.

Maybe renaming it as something like "Site Technical Issues" might help.  I know a lot of people will still ignore the word "Site" and post their questions anyway, but it might improve the signal-to-noise ratio somewhat.

Alternatively, posting a prominent link to an off-site support forum like the one at Mozillazine might help more people get to a site that can help them.


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Your right of course Kelson,
Submitted by on Tue, 03/14/2006 - 13:00.

Your right of course Kelson, we need to do something to better signpost Firefox users who come here looking for technical support.


- Ian Hayward, SFx Admin

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Indeedy
Submitted by Kris Silver on Wed, 03/15/2006 - 01:20.

Your absolutely right Kelson, surprising no one thought of this before, changing "SFx " to "Site" is a very sensible move and should help;-)

On this note, yes there's been a huge amount of this, with this change and SFx upgrades it'll fall greatly, but it will still happen.  When people post support questions here they are clearly confused as to where to get product related things like support.  This is somewhat understandable, regardless we must be clear and consistent in pointing them in the right direction, and so they understand why they've gone where they've gone, why it makes sense, and they'll do it thereon.  This is something Mozilla as a whole has recognised, is catering for and dealing with in a simple, understandable way.

We need to be clear and straight forward about where this and other product related things are handlled with what Mozilla has implemented, and thats advising ALL Firefox/Thunderbird product/consumer related aspects to www.Mozilla.com.  All consumer/product related things are handled here neatly by Mozilla inc; information, downloading, add-ons, and SUPPORT which is a clear and prominent section on the site for a reason, because Mozilla are catering for and directing all consumer/product related things at Mozilla.com, and rightly so. 

It's tricky enough for Mozilla and consumers with directional changes from Mozilla.org, let alone advising people to forums they've more than likely never heard of (Mozillazine) or would have thought to have looed for, or even found.  Support information is clearly laid out at mozilla.com/support with all possible things neatly displayed in the right place and environment the user is often familiar with, or should become so over time as Mozilla plans.   These include FAQ's, Intro's, Knowledge base which alone answer most basic questions without burdening the volunteer workforce un-necessarily.  Thereon of coure Forums are directly linked, aswell as newsgroups, online chat, and paid for support.

So with this change to "Site" and other things minimising confusion, lets also better handle this area and the confusion by pointing people to the place they most likely got Firefox in the first place for theyre clear understanding - for all of these reasons and to help Mozilla with these directional changes that cater for product/consumer related aspects here on: www.Mozilla.com !!  ;-)

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