This site is a MARKETING site, not a SUPPORT site!

Posted by Jackie Liu on Sun, 09/24/2006 - 06:11SFX.com-related Forum

This site should give some hints to users that it is a marketing website, not a support website, and point them elsewhere (Mozillazine forums?) for support issues.

Perhaps:

  • Add a "before you post" guidelines page that appears the first time a user posts
  • A message on the top of the front page that describes the purpose of this site
  • A "What this site is and isn't" document

 


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One of the reasons people don't try new technology..
Submitted by therewolf on Fri, 10/20/2006 - 00:29.

Dealing with as many "non-computer-literate" people (they express that) as I have in the past, I know that new technology intimidates them.  When they ask for help, if they are greeted with politeness and a helpful demeanor, they will feel more comfortable - even if you just direct them to the proper place.

But snapping, or making them feel like an idiot is counter productive to the goal I think we, as a community, are trying to achieve.  A little understanding and patience goes a long way toward bringing them into the fold.

 

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I agree...
Submitted by 3518742690 on Fri, 10/20/2006 - 21:25.

I usually try to help them, but I never remember to direct them to mozillazine when i DON'T know the answer to a question. MY account name on mozillazine is "complainer", and I complained that seamonkey's icons are way outdated.

Visit my Top 16 reasons to use Firefox page!

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Of course, this comment was
Submitted by Jackie Liu on Tue, 09/26/2006 - 03:16.

Of course, this comment was not supposed to be a mean one, and wasn't really made out of frustration.  But, yeah...

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This may be true
Submitted by on Mon, 09/25/2006 - 17:44.

We could add a link to mozillazine
This site is a MARKETING site, not a SUPPORT
site!

This may be true but for a new user this Forum is
linked from mozilla and when you first install Firefox for the first time this
site is easy to find and we are over the internet.
spreadfirefox is user-friendly easy to view and for
a laymen or new user in need of support.
 
 Most new users will simple submit a question
HELP.
 
1.) If you can answer there questing answer it
;)
2.) If not and you want to HELP send them to
mozillazine great. ;p

3.) If you don't have anything good or helpful to
say DON'T say anything. :)

Some of our forum topics are out dated.

we need to change


 
this is a suggestion I will talk over with the
other admin having a link with a graphics to mozillazine and other support
sites

 


Jamey Boje SFx Admin graphicsguru

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I think this issue is a
Submitted by on Mon, 09/25/2006 - 17:56.

I think this issue is a real good and valid one, not so much for the hassle factor for members here (because we like helping people, right?) but more so for new Firefox users seeking support. We should act as a guide to other Mozilla universe touch points imo.

A link to Mozillazine is fine for many, but for a while I've been thinking it would be cool to see if we could have a SFx based basic support forum, it would be interesting to see if we had enough people willing to step up to be drivers?

For now, lets get a link up to signpost support questions to Mozillazine (I'll ping you Jamey)

- Ian


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Don't splinter support
Submitted by ottodv on Sat, 10/21/2006 - 13:35.

Imo we shouldn't create a seperate support forum for end users here (except for marketing related issues). Some of us are also active on the Mozilla support forums (both the web  based and newsnet versions), and I sometimes see familiar names there. I think that it's best to concentrate support in one place.

Otto - Fire up the Fox

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How about...
Submitted by Kelson on Mon, 09/25/2006 - 17:05.

...a big banner at the top of the page that says, "The home of Firefox community marketing"?

Wait, we already have that?  And people still come here with support questions?  Hmm, okay...

All joking aside, maybe adding a link to the Mozillazine supprt forums in the sidebar would help.  Maybe a box between the Banners/Buttons and Featured Projects boxes?

And I like your idea of a "before you post" message.

--

Can Firefox users and Opera fans agree on anything?
The Alternative Browser Alliance

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Well, what about marketing support?
Submitted by 3518742690 on Sun, 09/24/2006 - 21:58.

OK, so it's a redundant comment...but it makes a point.

 

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Easy as Please
Submitted by Ken Saunders on Mon, 09/25/2006 - 18:59.

This topic has been posted before on SFx.
There are 106,000,000 results for Firefox help according to Google and mozillaZine isn’t listed until the 5th slot down and even that says Support | Mozilla Corporation..
If I didn’t have the knowledge that I do, then I would assume that meant to support Mozilla not Mozilla Support.
If you scroll down the page, you’ll see a MozillaZine thread, but if I were new to Firefox, I wouldn’t know what a mozillaZine was.
Most people regardless of how it’s advertised don’t even know what Mozilla is, they only know Firefox.

Now if you Google Firefox Support, mozillaZine Forums is listed first, but only at 57,700,000 results.
People will look up help before support.

This really is a no brainer.
It takes a few lines of text to simple direct members to mozillaZine.
I really don’t care what the header says.
We are the most successful and the largest Open Source marketing community in the World. Not only are we here to market Firefox, we are representatives of the company that created it, and we should act like professionals.
If a person knows IE well and they can’t figure out Firefox, then they will most definitely go back to what they know.

Instead of, this is not a support site!
How about, PLEASE visit the mozillaZine Forums for Firefox technical help.

Ian, I’d be more than happy to volunteer for an SFx support forum.

By the way Jamey, great graphic.


My other life

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